Hanna-Liina Linnasmäe Email & Phone Number

- Exploring and establishing new business relationships with partners, contractors, and employees- Maintaining and nurturing existing relationships- Managing relationships with customers and suppliers- Implementing of business agreements- Recruitment and general HR- Investment of business profits- Marketing and overseeing content creation- Other business development

- Setting up new and managing existing partnerships- Marketing and content creation- Community engagement and investor relations

- Consulting customers regarding investment strategy and products (EFPA certified)- Managing and expanding a portfolio of Gold clients- Anti-money laundering monitoring- Sales of bank cards, POS-s, investment products, loan products

Tallinn, Estonia

English-Estonian translations.

Australia

Customer service, merchandising, stock management and marketing in a boutique wine shop.

United Kingdom

- Ensuring the store meets the KPI-s and sales targets with relevant merchandising, marketing, building and maintaining loyal customer base, add-selling and up-selling.- Researching potential leads for new commercial customers.- Coaching / mentoring of new sales consultants to ensure they were familiar with products, store policies, merchandising, stock control, deliveries and general shop processes.- Conducted wine courses and tasting events.

United Kingdom

Customer service, merchandising, stock & deliveries management and social marketing on the company website, Facebook and Twitter.

Tartu, Estonia

- Providing customer service and consultation on bank products and services, pension funds and investments.- Conducting credit checks for clients requiring credit cards, dealing with debt and suspicious transactions.- Assisting with investment education seminars by taking care of registration process, handouts and technical side.

Estonia

- Working on projects specialising in recruitment, assessment and development of business professionals. - Responsible for designing job adverts, placing these into databases and on the web, liaising with newspapers, searching for potential candidates on the internet/database and cold calling these candidates.- Analysing CV-s and assessing candidates (verbal / mathematical tests, group exercises, role plays and case studies). - Assisting with advisory programs and seminars (involving mentoring programs, career advice, development coaching) - Proofreading documents, translating into English when necessary as well as preparing presentations and training materials.- Managing and conducting employee satisfaction survey project including overseeing and placing questions on the internet, analysing data and forming/presenting a 100-page report to the client company.

Estonia

Creating leads and B2B sales. Fixed-term.

Estonia

- Responsible for assessing service quality level (including technical skills, language skills, customer service skills, adhering to processes and documentation quality) of ca 60 IT call centre agents by listening and evaluating calls, following documentation regarding the case and evaluating emails.- Reporting the overall service quality on a regular basis and providing recommendations for quality improvements such as training requirements, individual coaching or changes in processes. - Identifying individual points of improvements for agents, creating action plans and coaching agents to meet set targets.- Training and supervising 5 other Service Quality Specialists ensuring evaluations are standardized.- Successfully working within a team environment among Quality Assurance Specialists, Agents, Trainer, Team Leaders, Process Analyst, Operations Manager and a Global Quality Assurance Manger to increase the customer satisfaction rate for service from 40% to 90%.

Master Of Business Administration - Mba (Cum Laude)

Diploma In Leadership And Management

University Of California, Berkeley / Fudan University: The Scholar Ship Global Program, International And Intercultural Communication

Bachelor Of Arts - Ba, Sociology, Social Work And Social Policy