Annina Rautio Email and Phone Number

My work as a service quality specialist consists of developing customer service methods and processes and creating and developing service level measurements both for the onboard train services as for the back-end customer service. I have operational management of an outsourced customer service based on service quality results to gain better customer experience throughout multiple customer service channels, eg. phone, chat and customer feedback. I am analyzing data from different sources… Show more My work as a service quality specialist consists of developing customer service methods and processes and creating and developing service level measurements both for the onboard train services as for the back-end customer service. I have operational management of an outsourced customer service based on service quality results to gain better customer experience throughout multiple customer service channels, eg. phone, chat and customer feedback. I am analyzing data from different sources for the development of services and for the understanding of customer needs. I have strong understanding of accessibility and its requirements and I am developing accessible services onboard trains. I have strong connections with different stakeholders and authorities with accessibility. Show less

My work as a Service Designer consists of managing different service development projects and analyzing customer insight for concept design and development. I participate in different projects both in digital and in physical environment to maximize the customer experience and to make travel smooth and comfortable for everyone. I use different service design methods and workshops to research and analyze the customer or the employee experience. I am responsible for the accessible services… Show more My work as a Service Designer consists of managing different service development projects and analyzing customer insight for concept design and development. I participate in different projects both in digital and in physical environment to maximize the customer experience and to make travel smooth and comfortable for everyone. I use different service design methods and workshops to research and analyze the customer or the employee experience. I am responsible for the accessible services in passenger services and I co-operate closely with different stakeholders and authorities among those issues. Show less

My work as a Development Planner of Train Services consists of developing and maintaining different service concepts for passengers in order to maximize the customer experience in long-distance trains in Finland. As part of my work I also participate in training our staff about our service concepts. Within VR Passenger Services I have understanding about our customers through different customer surveys and research.As part of my work I have been managing and cordinating a tv-production… Show more My work as a Development Planner of Train Services consists of developing and maintaining different service concepts for passengers in order to maximize the customer experience in long-distance trains in Finland. As part of my work I also participate in training our staff about our service concepts. Within VR Passenger Services I have understanding about our customers through different customer surveys and research.As part of my work I have been managing and cordinating a tv-production about VR (filming second season currently). Part of my work is also to plan and implement marketing events. Show less

Developing and updating tools and manuals for onboard staff in long-distance train operations.To participate in training the staff about service concepts.To assist management level in different tasks.Special knowledge about customer segments within PRM passengers and cooperation with different actors in that area in Finland.