Pekka Toivanen Email & Phone Number

Toronto, Ontario, Canada

Sage Parts, an ALVEST Group company, is the world leader in replacement parts for aviation ground support equipment.In Canadian operations I am leading the customer service, order management, sales support and fulfillment of Canadian wholesale operations.

Toronto, Ontario, Canada

ZEISS is an internationally leading technology enterprise operating in the fields of optics and optoelectronics. In ZEISS medical technology business group our solutions shapes the medical progress. Our products and solutions for ophthalmology, neurosurgery and ENT surgery, dentistry and oncology enhance patients' quality of life.As a Customer Care Manager the following are my key responsibilities:• Coordination and management of all sales and service administration personnel• Leading the development and implementation of digital transformation, solutions segmentation and key account partnerships• Finding the appropriate and market relevant solutions that are addressing unmet needs related to ZEISS customers• Overseeing order management for all customer requests, and tracking the associated metrics to ensure the functions within the department are optimal• Managing the day-to-day operation of a customer interaction center• Leading the strategy development, championing new technologies, trends and best in class solutions• Creating tools to support communication with customers about the value of a ZEISS partnership• Interacting with counterpart personnel at factory sites, global and regional teams

Toronto, Ontario, Canada

Brightstar Corporation is a global leader in Mobile Device Lifecycle management. It provides global wireless distribution and services, serving mobile device manufacturers, wireless operators and retailers. As an Operations Supervisor I am responsible for;• Planning of work schedules, staffing and training requirements• Developing work flows for customers in logistics, reverse logistics and fulfillment• Implementing improvements to increase departmental efficiency in warehousing, device RMA and fulfillment• Meeting all departmental goals• Leading in fast-paced environment and making sound decisions quickly, while maintaining established processes• Working with vendors, staff and all levels of management

Toronto, Canada Area

Operations are at the heart of Amazon business. In Amazon Fulfillment are known for our speed, accuracy, and exceptional service. Our goal is simple: to offer the world’s greatest selection of products and services with the world’s best customer experience.

Toronto, Canada Area

Operational leadership role to provide businesses and governments the best tools and technologies to maximize efficiency and safety to run more profitable operations.• Head of global operations in GPS fleet management solution, responsible for directing strategy to grow sales and manage operations within target markets/verticals around the world. Responsible for all efforts around strategic partnership engagement and resource planning. Deploy telematics/IoT projects in new territories to validate processes and support structures. Validate the GoFleet’s offering and customer requirements of tracking devices, cameras, sensors, map solutions, fleet dispatch and maintenance, etc. including several integrations to the additional services.• Responsible for the public sector bidding, winning government contracts, managing the team and its daily operations.

Toronto, Canada Area

Reporting to COO, providing the leadership to the team of 25 telematics operations and project professionals, development and daily operational management of the following functions;• Fulfillment and Provisioning; ensuring the success of 5K+ new monthly subscriptions to access the cloud based telematics platform• Dispatch and Field Service including the Installations; providing high volume professional installation service network across North America• Supply Chain Management including; Supplier, Logistics, Inventory, Warehouse and RMA management. Focusing on proper inventory levels and shipping operations as well as managing three 3PLs and several global GPS Fleet and Asset Tracking suppliers.• Project Management; Coordination and Implementation. Maximising the customer engagement by coordinating all the key activities for larger Telematics implementations to the key customers.

Toronto, Canada Area

Provided leadership and direction to the Service and Support unit of 150 Customer Service agents. These teams serviced dealerships and consumers in Canadian markets with budget responsibility of over $10 Million• Led Technical Support, Customer Service, Billing, Fulfillment, Credit, Retention, and Performance Management teams, and developed initiatives including new offering, improved processes, system enhancements and employee empowerment to continuously improve the service business resulting in the positive impact on EBITDA with improved KPIs• Retention and Performance Management teams retained more than 200 customers(2015 - excess of $2 million on annual saving). Significant year on year improvements achieved by using Predictive Model Performance Management Tool, and reduction of 6% in Early-life-churn due to higher customer engagement activity by the On-boarding team• Improved the contact center KPIs and implemented operational improvements• Created effective workforce management and scheduling to optimize the resources, assessed training needs and implemented new content to enhance efforts.• Ensured service readiness was in place for every new product launch which allowed customers to maximize their benefits using the products and become fully engaged. • Created a new organisational structure including hiring new talent to create service agents that became multi-product experts, creating efficiencies and saving operational expenses which also created more opportunities and increased scope for staff development• Introduced a new customer segmentation service model • Increased employee satisfaction through initiatives that improved working conditions, career path opportunities, talent recognition, and training content and by being a visible and responsive leader• Led the successful completion of 10K+ transactions per month by reducing the provisioning and billing times by re-engineering the process and redefining the actions of all the stakeholders

Toronto, Canada Area

Managed service and support operations for consumers and the trade partners. Accountable for service center, contact centre, self-help support and warranty costs.• Successfully introduced the new products and their service offering in Canada. Implemented the support readiness for smart phones and mobile devices and negotiated the vendor agreements with service center and call center providers. • Responsible for all the Service KPI’s including, customer and trade partner satisfaction. • Strong collaboration and relationship building with Canadian carrier teams in pre and post-sale support. Provided the service contracts and agreements and negotiated the terms. • Service and Customer Care responsibilities included: training and new product introduction, RMA and reverse logistics, capacity planning, HQ communication, technical support, requirement management, project management and process re-engineering, contracts and negotiations, product and operational analysis and GTM for the new devices and services.

Singapore

Directed 100’s of employees in the area of customer service in South East Asia Pacific for consumer customer support, technical service, self-help and software updates. Responsible for supporting the sales activities and increasing the customer satisfaction.• Planned, administered, budgeted, monitored, facilitated and optimized the performance of large scale customer support operations resulting in efficiency improvement and expense reduction. All contact center and web based customer support KPI’s exceeded the service levels with less money spend.• Managed the effective delivery of support leveraging vendors, partners, carriers and corporate accounts. Grew strategic partnerships and renegotiated several contracts that resulted significant savings.• Introduced new successful services and channels such as Mobile App to global customers for customer support, Social Media based support, device remote support, chat support and web based repair initiation which significantly contributed towards higher customer satisfaction and reduction in operating cost.

Singapore

Global responsibility and ownership of current and future portfolio of Nokia’s Contact Centre support.• Managed portfolios and Customer Service requirements and training needs across all global vendors and contact centre sites which annually impacted more than 10 million customers resulting in lower costs, and improved customer satisfaction bench marked the industry offering. • Coordinated requirements from countries, regions and business groups by setting a rigorous business case creation (ROI), value stream mapping, and working with internal and external stakeholders in order to achieve the correct support needed which resulted in the launch of more than 30 new contact centre related services in 2008.• Collaborated in cross functional team with other support channels such as online support and repairs to create a holistic care wide support offering. Managed to find the most effective support per product or service, and used the most cost efficient method to support the customer. Major improvements achieved by revamping the offering.• Collaborated in cross functional team with other support channels such as online support and repairs to create a holistic care wide support offering. Managed to find the most effective support per product or service, and used the most cost efficient method to support the customer. Major improvements achieved by revamping the offering.

United Arab Emirates, Dubai

Provided leadership and direction for contact center services, online support and user guide localization to more than 60 countries in Middle East and Africa (MEA) region.• Established the support network, acquired and developed the vendors, set the standards, policies and processes as the region was rapidly emerging. Created and managed strategic vendor relationships, created the service offering portfolio, and several processes for the very first time for the large MEA market.• Managed two external contact centre vendors and total of 300 seats and web based support. In three years Nokia MEA’s Contact Centre support grew to more than 30 countries and 15 languages, and all the key customer support processes were created. Also the regular and light versions of user guides were all localized to MEA products and languages. Implemented a consolidation plan which reduced the number of contact centre locations from 2 to 1. Successfully balanced the needs of the impacted employees and the communities they worked in.

Finland, Espoo

Responsibility of implementing the customer support program and spearheading critical projects by using the proper Project Management principles.• Ramped up several regional and local contact centre vendors, sites and service models, and managed these projects from initial RFP, through the entire project phase to the go-lives, and to the operational hand overs and audits. Oversaw frame and service agreements including the statement of work. All the projects met the deadlines, budgets and met steering group approval of milestones. Implemented several new contact centre services to support the Nokia sales and service

Finland, Espoo

Responsible for maximizing the benefits of Siebel, Avaya, Cognos and Business Objects applications. • Created the quality, feedback and usability report about Nokia devices and services to Senior Management and defined the contact centre agent logging values and customer feedback channels. Implemented and delivered scorecards, reports and contact centre operational information. Became a core consultant and business owner for contact centre tools and reporting. Conducted several application implementations and gathered requirements for the updates.