Jarkko Ankerman Email & Phone Number

Helsinki

Vastaan käyttöönottoprojekteista ja koulutuksesta.

Turku

Subordinates 100 Responsibility for daily operations, effectiveness of customer service, resource management, service and quality standards, development of work concepts and processes.

Helsinki Area, Finland

Responsibility for operations, sales, effectiveness, customer services, service and quality standards, developing work models and processes.

Helsinki

12/2006 – 08/2008Contact Centre, Contact Centre ManagerSubordinates 130 – 250 Responsibility for daily operations, sales, effectiveness of customer service, resource management, service and quality standards, development of work concepts and processes. The contact centre serves corporate clients, group reservations, tour operators and international customers.08/2006 - 11/2006Contact Centre, Development Executive (Familiarisation with the company and the contact centre)Subordinates 12Creating and organising a development team to improve work models and processes, update and maintain guidelines, resource management, rostering, training, training schedules and providing statistics.

Helsinki

07/2005 - 08/2006 Private and corporate client department, Development Manager Contact CentreSubordinates 13 Responsibility for the service development department, daily operations and staff development. The service development department’s main task was to develop processes for the private customer contact centre, take part in projects covering the entire Elisa group, maintain guidelines for staff dealing with corporate clients, tailor making these guidelines for front line staff to private customers and produce reports for all Elisa contact centres.03/2004 – 06/2005Contact Centre –services, Service ManagerPrivate customer services Subordinates 200 Responsibility for operations, sales, effectiveness, customer services, service and quality standards, developing work models and processes.

Helsinki

07/2003 – 02/2004Atlas services, Head of department 7/2003 – 2/2004Service production Subordinates 170 Responsibility for private and corporate customers’ contracts, Finance and credit control. Responsible for the unit’s budget, financial results of the operational activities, the unit’s effectiveness, customer service, service standards and for developing work processes.10/2001 – 06/2003 Contact Centre –services, Director Customer Services Corporate and help desk services Subordinates 70 Responsible for the unit’s result, sales, staffing, standard and service standards 12/2000 – 09/2001Contact Centre, Customer Service Manager Representatives’ support and technical customer supportSubordinates 40.Responsible for the unit’s performance and its development, staffing, financial results, meeting quality targets and developing processes.08/2000 – 11/2000 Contact Centre, Customer service manager (substituting superior) Client services unit Subordinates 230 Responsible for the Espoo and Joensuu contact centres, the development of these units, sales, staffing, financial performance, meeting quality targets and developing processes.05/2000 – 07/2000 Contact Centre, Group Leader Technical customer support and quality groupSubordinates 20Responsible for setting up customer support, planning its activities, starting up the unit, development work, daily operations and establishing processes and work models.

Helsinki

11/1998 – 05/2000Call Centre Helsinki, Sales Manager Internet bank customer support Subordinates 10 Responsible for creating the internet bank’s customer support unit, planning its activities, initialising, daily operations and combining technical issues and services to be part of the telephone bank. Also responsible for the Leonia Bank’s customer feed back unit. 12/1997 – 10/1998Call Centre Helsinki, Customer Call Supervisor Responsible for implementing Cti, its use and maintenance, service standards, development of new systems, training, training scheduling and organising the unit. 06/1997 - 11/1997 Telephone banking unit, Team Leader 1/1995 - 05/1997 Telephone banking unit, Customer Service

Contact Centre Management

Marketing