Anna Palonen Email & Phone Number

Espoo, Uusimaa, Finland

• Furuno Finland is a pioneer in designing, manufacturing and supplying navigation electronics, and having a long experience in integrated bridge solution deliveries for all types of ships.
• As a supervisor of 14 professionals, including project managers, designers, and field service engineers, I oversee a department with a revenue of approximately 3.5 M€ (2022).
• I have overall responsibility for large customer projects, such as the delivery of an integrated navigation system for the new multi-role corvettes for the Finnish Navy.
• Ensuring service availability for key customers, such as the Finnish Navy, Border Guard, and Millog Oy
• I am the owner of company-level service, delivery, and project management processes.
• Implementing M-Files document management system

Helsinki Area, Finland

• I continued my previous role in customer service and technical support under Posti Messaging Oy, a business unit of Posti Group. In this role, I have:
• Led four teams across three countries, resolving an average of 3000 customer incidents and change requests per month with a high customer satisfaction rating of 4.6/5 and NPS score of 52.
• Owned and streamlined company-level customer service processes based on ITIL framework, reducing lead times for service requests.
• Implemented Robotic Process Automation (RPA) in customer service to automate recurring routine tasks, freeing up human resources for more complex tasks.
• Been heavily involved in the de-merging process of OpusCapita, building a new organization structure and planning the split of ServiceNow instance into two separate systems that can still work together through an.

Helsinki Area, Finland

In September 2017, I was offered a new role as Head of Customer Service after OpusCapita underwent a restructuring process. I oversaw a team of over 50 professionals in four different locations: Customer Service in Helsinki and Tallinn, Technical Service Desk in Helsinki, and 24/7 support in Torun, Poland.In May 2018, OpusCapita was successfully de-merged.

Helsinki Area, Finland

• In that role, I led the Service Delivery Management team (SDM) to ensure that OpusCapita fulfilled contractual obligations for key customers, ensuring customer satisfaction and profitability.
• Worked with global service delivery, sales, technical implementation, product development, and customer service teams to ensure superior customer experience for key customers. Supervised 11 service delivery managers in.
• Developed a service governance model in collaboration with key customers.
• Improved NCV (new contract value) follow-up methods in the revenue chain. The new reporting increased transparency and clearly identified bottlenecks in implementation projects that could postpone the go-live date of.
• Participated in the business unit's strategy renewal work.
• Served as a member of the business unit's leadership team and the OpusCapita Group's quality network.

• As the leader of the Service Business team in NAPA, I oversaw all after-sales activities, such as selling updates and upgrades of NAPA Loading Computer SW, new HW, and providing training and consultation services for.
• Managing all after-sales activities, which generated a revenue of 1.2 M€ in 2015.
• Developing and maintaining the service catalogue.
• Implementing selected ITIL processes in daily operations to improve efficiency.
• Participating in the company's strategy renewal work.During my tenure at NAPA, I also took on the role of Director, Commissioning for a period, where I was responsible for overseeing the delivery projects of complex.

Helsinki

• As a member of the management team, I held a key leadership role in overseeing multiple teams and functions across Europe, China, Korea, Japan, and the USA. My responsibilities included:
• Managing the Customer Service, Delivery, After Sales, and Delivery Systems teams, ensuring smooth and efficient operations across different regions.
• Building and developing a customer service organization that catered to the needs of global customers, with a focus on enhancing customer satisfaction and loyalty.
• Developing and implementing common tools, processes, and best practices for service activities, enabling streamlined and consistent delivery of services across the organization.

• Supervised a team of members in a matrix organization spanning across Finland, China, Korea, Japan, and India
• Implemented standardized service practices across the company’s multi-cultural service organization
• Defined, described, and improved sales and service processes to meet the requirements of ISO 9001 certification

• Led a team in Finland and collaborated with global teams to implement MS Dynamics CRM system in service and sales activities, improving efficiency and effectiveness of customer relationship management.
• Actively engaged in everyday customer service work, ensuring customer satisfaction and resolving any issues promptly.
• Delivered advanced level customer trainings in Europe and Asia, increasing customers' knowledge and understanding of the product.
• Organized the annual Napa User Meeting for more than 100 participants, ensuring a successful event and strengthening relationships with customers.

• Assisted customers with their service-related inquiries and resolved any issues they had
• Delivered training sessions to customers located in Europe and Asia
• Authored an updated version of the Introduction to NAPA book to provide customers with up-to-date information on the product

Ship Laboratory

Research project related to the winter time traffic on the Gulf of Finland.

IAESTE student exchange job.

Helsinki Shipyard

Summer jobs (3 months period each summer)

Jet Leader - Johtamisen Erikoisammattitutkinto, Management And Leadership

Special degree in Leadership, 2014

Master Of Science (Msc), Naval Architecture

Activities and Societies: Mechanical Engineers' Guild (Koneinsinöörikilta KIK), Shipbuilders' Club (Laivanrakentajain Kerho LRK) Major.