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.
• 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

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.
• 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

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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.

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.
• 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.
• 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.

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.
• 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.
• 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.

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.
• 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.

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.

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.