Paula Hassel Email & Phone Number

Espoo, Fi

Helsinki Metropolitan Area

Part of extended leadership team and owner of several customer accounts.My tasks include:-regular communication with named customers-facilitating customer meetings, internal planning meetings-responsible for prioritization, monthly reporting (internal and external), contract negotiations-upsales to existing customers-improving customer experience

Helsinki Metropolitan Area

Main contact point to direct customers (the biggest optical chains in Finland) and primary contact point to distributors in EMEA region in all things in service and service management. Main tasks:-improve customer service experience, engage customers and facilitate organic growth-take ownership of customers issues, manage change and service requests, follow problems through to resolution -develop service procedures, policies and standards -keep accurate records and document customer service actions and discussions-analyze statistics and compile accurate records-coordinate projects and new releases to customers in maintenance-process owner of the handover to support process (when new customer will be handed over from PMO to our service desk)Achievements:-identifying the need of development with several customers in maintenance in technical and service management point of view-evaluating the size of the development and involving other business teams-preliminary planning before handing over to project management teamUsed systems:-Jira-Confluence-Sharepoint

Espoo

As a customer service specialist comprehensive multi-channel customer service for forest owners via telephone, email, chat, Facebook and occasionally face-to-face in Finnish and Swedish. In addition also working with forest and member payments, reporting and campaign outbound calling.Using daily/regularly SAP (also CS module), Genesys and Microsoft Dynamics CRM System and some parts of Leaddesk.Achievements:-personal NPS regularly between 95 and 100.

Espoo

-Register and coordinate reported customer service requests related to Healthcare IT and Medical Imaging products, which includes answering and supporting our customers in service support requests in accordance to customer service level agreements (SLAs), severity level and valid case handling policy. -Monthly SLA reporting for the managers and the customers-Process monitoring (follow up open cases)-Creating invoices for billable support cases in SAP-Logistics, which includes coordination of activities provided by Nordic subcontractors-Following up on incoming and outgoing invoices.-Supporting Sales, by proactively following up on service delivery fulfillment and handover to order administration for timely revenue recognition and invoicing. Maintaining and updating orders to secure good basis for forecast planning and enable shortest possible lead times on equipment and system deliveries.-Translations Finnish/Swedish/English (tender offers, contracts,service requests)-Daily maintenance of our service systems (Service Now, SMS, EPM, SAP/AP6).-Local office administration tasks; invoice checks, negotiations with vendors, office supplies etc-Planning, coordinating and assigning FSEs for regular maintenance assignments, technical support; installations and professional services and application training.-Activily back-up and help any team member within the Nordics Customer Support Team when needed.Job ended due to organizational changes.

Helsinki Area, Finland

Customerservice with different financial processes working mainly with B2B invoicing and processes related to that as well as e-invoicing solutions and official notices within TYVI. Services provided by email, phone and chat, using several systems and platforms (service now, SAP, Salesforce..). Knowledgement about understanding total customer journey within company (all between invoice receiving, invoice sending and financial flow planning) and working with different customer levels. In addition being part of outbound call projects.Employment ended by my own choice.

Helsinki

Daily tasks in the NAV calculation of mutual funds:Inserting of trades into the NAV calculation systemCorporate actionsUpdating pricesReconciliationsNAV calculation for different kinds of mutual funds (equities, bonds and funds of funds)Financial reporting (monthly, quarterly and yearly)Also representing shareholders in several Annual General Meetings.Job required high accuracy of numbers and routines.

Helsinki

*job rotation*NAV calculating

Helsinki

**job rotation**-Structured products * selling and buying index loans-Dividends, interests-Commercial papers

Helsinki

Specialist in customer service. Customer contacts of corporate and consumer card products and their related additional services via telephone and email in Finnish, Swedish and English. The contacts handled all kind of matters from using the card to making shorter payment agreements, even selling additional services. Handling customer related Back Office tasks which require regularly work and co-operation with other departments, partners or collagues. From 6/2011 to 2/2015 specialized in customerservice quality and customer satisfaction system. Taking care of qualitative claims and complaints and reporting those to qualitative manager for Sweden and Finland. Customer Complaint Representative in Customer Service Finland, member in Nordic Quality Committee and Nordic Customerservice Development Group. Participant in several customerservice development (system infrastucture, common guidelines) projects where continuous improvement was important. Training/coaching the Nordic common guidelines and best practise to customer service team. Headcoach and admin in secure message system.Achievements:-Co-responsible in launching secure message system to Customerservice Finland.

Helsinki

Incoming calls,Face-to-Face customer service, helping marketing, helping customer service dept.

Helsinki

Customer service and sales support/coordinator in Communication department. Correspondence towards suppliers, customers and other stakeholders. Item orders, warehouse account and travel arrangements. In my work I used Finnish, Swedish and English.In addition I also helped to make customer satisfaction surveys, exhibitions and worked in Economy department during summer holidays.

Helsinki

Company's reception and incoming calls, guests, posts, travel management and different assistance work.

Helsinki

Vocational Qualification In Business And Administration, Liiketalouden Perustutkinto

Marketing Thesis: "Messut asiakassuhteen ylläpidon välineenä", grade 3/5.

Asiantuntijayrittäjän Ammattitutkinto, Entrepreunership

Management And Leadership

Introduction to Management 6 academic credit, Aalto Open University 2013 Human Resources 7 academic credit, Open University of Vaasa 2013.

Luottotutkinto, Lts, Credit Management

Basics In Marketing, Markkinoinnin Perustutkinto

Hotel And Restaurant Services Vocational Qualification, Asiakaspalvelun Koulutusohjelma

Matriculation Examination 1996