Data Protection Officer

• May 2023 - Present

Acting Data Protection Officer

• Feb 2023 - Apr 2023

Data Protection Champion

• Jun 2021 - Apr 2023

As a VR Passenger Services data protection responsible, I support our organization in conducting DPIAs (Data Protection Impact Assessments) and guide and train in matters relating to data protection. I am part of the Data Protection management group led by Data Protection Officer.

Customer management specialist

• Jan 2020 - Apr 2023

In my work, I focus broadly on developing customer relationships by utilizing data instead of focusing on one single solution. Most recently, I have been planning identity management reform, marketing automatization (growth marketing platform) and customer relationship management models and data management in CRM. As an owner of customer data, I take part in development of digital services as an expert of my own field working closely with different units.

Acting Data Protection Officer

• May 2022 - Aug 2022

Acting Data Protection Officer

• Sep 2021 - Oct 2021

CRM Specialist

• Jan 2017 - Jan 2020

My work as a CRM Specialist consists of overseeing and executing smaller development tasks related to Microsoft Dynamics CRM. I also participate in wider CRM development together with the vendor partner. Apart from this my duties include overseeing and executing technical development related to customers (e.g. within sales solution). Within VR Passenger Services I produce customer insight and understanding through research and measurement tools/functions. I am also responsible for customer claims reporting, analyzing and development of reporting processes. Support functions related to customer claims (user support, training, instructions) are also part of my work. Show less

Customer Feedback Specialist

• Jun 2016 - Jan 2017

As a Customer Feedback Specialist I worked as a Microsoft Dynamics CRM main user for claims handling. I was responsible for claims process, producing training material and user instructions and user training. My work also included daily guidance and support of CRM users. Addition to this I was responsible for reporting and analyzing claims and compensation requests within VR Passanger Services to different business units, management and also outside interest groups. I handled Passenger services consumer dissagreements and personal injury claims. Show less

Customer Service Manager

• Apr 2008 - May 2016

As a Customer Service Manager in the Customer service center I worked as a superior for 14 persons. My work included qualitative and quantative development of claims handling process and organazing work. I prepared claim reports to management. Reporting and cooperation with interest groups both within VR and outside was also part of my duties. I produced claims and team reports and presented them to interest groups. I also helped and substituted other service managers in Customer service center (Social media, call center, inner sales support) and supervised work for all the teams.My work also included the role of a CRM key user. In that duty I produced training materials and user instructions and trained users. I participated in Microsoft Dynamics CRM version update project as a claims specialist and responsible for claims process, specificating needs, planning testing, testing and implementing CRM. Show less

Customer Feedback Officer

• May 2006 - Aug 2008

Sales Agent

• May 2005 - Apr 2006