Finland
Who am I? I’m a customer service professional with 23 years of experience. My career is defined by a proven ability to train and develop new staff, foster strong teamwork, and maintain a positive, efficient work environment. I thrive in dynamic, fast-paced settings where my strengths in multitasking, efficiency, and delivering exceptional results truly shine. I have a proven track record in successful change and development management. I’m especially motivated by opportunities to drive change and improve outcomes, with a particular focus on enhancing both customer and employee satisfaction. My expertise lies in streamlining processes and strengthening communication to ensure that customer service operations are not only effective but also continuously evolving. I’m committed to always deliver the best possible customer experience in every situation. I thrive in collaborative environments and draw energy from working with diverse teams. My extensive experience in cross-functional collaboration has equipped me to unite different perspectives and drive successful outcomes. I’ve worked across borders for many years, engaging with a wide range of stakeholders, and have been using Finnish, Swedish and English as part of my daily work. What’s next for me? I’m eager to contribute to an inspiring environment where I can help elevate the customer experience to the next level. What you'll get is an experienced, driven, and genuinely enthusiastic team player. Someone who is an empathetic leader but knows when to be firm, always follows through and gets the job done. My skills includes: Customer Experience Improvement, Leadership & Team Management, KPI Achievement, Cross-Functional Collaboration, Employee Engagement, NPS/CSAT/eSAT Optimization, Change Managment and Development Managment Contact info: [email protected]
I was responsible for the overall leadership of the team, including budgeting, recruitment, shift planning, and performance monitoring. I worked regularly on improving both customer and employee satisfaction. In addition, I developed and oversaw customer service processes and ensured the quality of operations. Key achievements: Successfully raised NPS from 35 to 62, reflecting major improvements in customer loyalty. Achieved a leadership score of 99 and increased employee satisfaction from 80 to 95, showcasing strong team leadership and engagement. Maintained a high CSAT score of 90 and consistently exceeded all KPIs. Played a key role in enhancing cross-departmental collaboration to drive business success My skills are Customer Satisfaction Management, Team Leadership, KPI & Performance Management, Employee Engagement, Cross-Functional Collaboration, NPS Improvement, Change Managment
I was responsible for shift planning, staff training, and customer service across all our communication channels. I also worked with B2B and e-commerce clients, managing their orders and meeting their needs.
I worked across all our customer service channels, including chat, phone, email, and social media. Additionally, I managed orders and customer service for our B2B and e-commerce clients.