Overall responsibility of customer relationship management and development globally. Our desire is to help our customers and my team's role is to ensure great customer experience. Customer satisfaction surveys, multi-channel customer communication and training of our personnel are core responsibility areas. Drive upsales/sales and related development activities. Key account management and development at Greenstep.

Widened my knowledge in the area of sales and account management, in HR & payroll area, especially in the outsourcing business. I had nominated large and SMEs as my key accounts/customers. I solved operational challenges, same time ensuring high customer satisfaction at all times. I explored and identified new sales opportunities. Worked in a dual role, actively seeking new customers and same time was responsible of several current customers. In 3,5 years won 11 new outsourcing cases and also… Show more Widened my knowledge in the area of sales and account management, in HR & payroll area, especially in the outsourcing business. I had nominated large and SMEs as my key accounts/customers. I solved operational challenges, same time ensuring high customer satisfaction at all times. I explored and identified new sales opportunities. Worked in a dual role, actively seeking new customers and same time was responsible of several current customers. In 3,5 years won 11 new outsourcing cases and also exceeded my goals related to additional sales. I worked in cooperation with several IT suppliers to ensure best possible solutions for my customers. I managed and negotiated frame, service and GDPR agreements with existing and new customers. I had overall responsibility to further develop account management for existing customers together with the rest of the organization. Show less

I moved into totally new area to lead team of engineers in multiple R&D sites across the world. I was member of Microsoft Care and Supply Chain Creation leadership teams. My key responsibility was to drive in the R&D programs that phones & accessories can be repaired with the lowest possible cost without jeopardizing the product design or quality. Co-operation with several different organisations such as R&D, Quality, IT, Care, Product marketing etc. was crucial to succeed in this role… Show more I moved into totally new area to lead team of engineers in multiple R&D sites across the world. I was member of Microsoft Care and Supply Chain Creation leadership teams. My key responsibility was to drive in the R&D programs that phones & accessories can be repaired with the lowest possible cost without jeopardizing the product design or quality. Co-operation with several different organisations such as R&D, Quality, IT, Care, Product marketing etc. was crucial to succeed in this role. Warranty cost estimation as well as forecasting for entire phones portfolio was key responsibility area. Driving improvements for product concept, quality and solving customer & operational issues after product launch was one of the daily activities. Main achievements: Setting up and driving company level program containing over 30 initiatives to improve quality and lower cost of quality. Leader of risk management process renewal in R&D product development process. Several successful product launches. Major savings in the warranty cost for phones. Show less

First priority in this new role was to define and drive strategic and customer centric direction for Care Self Help area. Idea was to lead the end users to online channels and to ensure the best in class end user experience cost effectively. I managed the project/program portfolio, team and the biggest budget in the Care capability development organisation.Key focus areas were knowledge management, online & in-device development, Contact Center capability development and operational… Show more First priority in this new role was to define and drive strategic and customer centric direction for Care Self Help area. Idea was to lead the end users to online channels and to ensure the best in class end user experience cost effectively. I managed the project/program portfolio, team and the biggest budget in the Care capability development organisation.Key focus areas were knowledge management, online & in-device development, Contact Center capability development and operational efficiency.Special Award: Kudos award for Nokia Customer Care wide strategy work, for excellent work on building a new strategic direction.Main achievement: My team developed and launched the global online Chat solution for Nokia in year 2011. Show less

This was new role in Nokia Care and my main role was to act as a voice of 2 sales units and 47 countries towards global Care Online Interactive Sales (COIS) organisation. This unit was responsible of Contact Centers, Discussion board and Online support & sales channels to mention few. I worked with the country level teams to resolve service delivery & operational issues mainly impacting Contact Center’s and web support. I ensured the global strategy was executed in the sales units and drove the… Show more This was new role in Nokia Care and my main role was to act as a voice of 2 sales units and 47 countries towards global Care Online Interactive Sales (COIS) organisation. This unit was responsible of Contact Centers, Discussion board and Online support & sales channels to mention few. I worked with the country level teams to resolve service delivery & operational issues mainly impacting Contact Center’s and web support. I ensured the global strategy was executed in the sales units and drove the local sales unit development initiatives towards the global target.Special Award: Globally responsible of preparation of Care channels for the Charger Exchange Program (global product exchange program). Awarded with Above & Beyond award. Show less

Operational ExcellenceI was leading the Operational Excellence and Design for Care Road Map teams and was a management team member of Global Care Product Management S&S.Main responsibility areas and achievements:Establish Care feedback channels & reporting analysis practise for Services & SoftwareManaged and re-developed Design for Care Road Mapping for S&S, sharpening the focus of the team.Re-designed S&S Care Readiness process & milestone defintions.Services… Show more Operational ExcellenceI was leading the Operational Excellence and Design for Care Road Map teams and was a management team member of Global Care Product Management S&S.Main responsibility areas and achievements:Establish Care feedback channels & reporting analysis practise for Services & SoftwareManaged and re-developed Design for Care Road Mapping for S&S, sharpening the focus of the team.Re-designed S&S Care Readiness process & milestone defintions.Services quality metrics definition, development and deployment, providing tangible and actionable facts, rapidly, for quality improvement activitiesWorked across organisational boundaries to elevate the need for all of Nokia's Care touchpoints to support services effectively. Line Manager for two functional units with Management responsibility for 8 people in 4 global locations.Main achivement was being able to deliver clear and actionable feedback on our services key stakeholders in a very compressed timeframe. Show less

Main responsibilities and achievement:Developing and defining new sellable Care services elements, operational processes and capabilities Program manager for Nokia Care Protect new Care Services product launched in Indonesia. Currently nearly 30 000 soldCreation of Customer Care Services roadmap Total Product Offering (TPO) portfolio management and development

I applied for this role in Care to broaden my working experience and utilise more my educational background. My key responsibilities in this role were:Development and co-ordination of Requirements Management in EMEA.Create and develop new Care services and service elements for Business to Business customers.Main achievement: Project Manager for Nokia Pro Pack, first sellable Care Services Product in Nokia. Launched in several countries in Europe.

Payroll Infrastructure, FinlandVarious positions: Payroll Administrator, System specialist for SAP R/3 & payroll interface, Team Leader and Project Manager in respective order. Line Manager for Systems & Reporting team.Main responsibilities during this period included:Developing payroll & HR processes and conceptsRunning various projects in payroll and participating in cross-functional projects. Continious co-operation with various functions in… Show more Payroll Infrastructure, FinlandVarious positions: Payroll Administrator, System specialist for SAP R/3 & payroll interface, Team Leader and Project Manager in respective order. Line Manager for Systems & Reporting team.Main responsibilities during this period included:Developing payroll & HR processes and conceptsRunning various projects in payroll and participating in cross-functional projects. Continious co-operation with various functions in Operational HRCo-operation & negotiation with payroll system vendors. Developing online services for employees and line managers.Main achievements: Project Manager for Statutory Increase projects. Nokia Organisational Change 2004, awarded with achievement award as a successful project manager. Project Manager for Pilot project: Moving payroll to one sales unit. Participation to EPS bonus definition and responsible of Mettova bonus calculations. Show less