Taneli Pulkkinen Email & Phone Number

Jyväskylä, FI

Jyväskylä, Central Finland, Finland

Jyväskylä, Central Finland, Finland

• Heading the Service Development team in Customer Service in Division X unit.
• Team responsibilities are Incident and Request Management process and routines development and quality control for Service Desk and 2nd line functions, Change and Problem Management and Service Management in Division X.
• Lead and coach the team towards creating the best possible routines and processes to ensure good customer experience and scalable operations.
• Act as a member in Customer Service organisation leadership team in Division X unit.
• Participate in planning and analyzing future development activities to improve the processes, routines and customer experience.
• Help the team members to grow as professionals and on their roles.

Jyvskyl Area, Finland

• Service management for Telia Company’s largest IoT customers in the Nordics and globally.
• Follow up on the service quality and customer satisfaction towards the company and capture current and future expectations on continual service improvements.
• Drive improvements internally to ensure high customer satisfaction.
• Build a relationship as a trusted partner with the customer and develop a good understanding of customer’s existing and future business needs.
• Organize and lead operational meetings with the customers and internal stakeholders.
• Coordinate major escalations when needed.

Jyvskyl, Western And Central Finland, Finland

• Problem management for collaboration and communications services for Telia Finland’s corporate customers.
• Build and lead a problem team of internal and external experts until problem resolution.
• Handle customer communication for ongoing problem investigations.
• Analyze and report incidents in communications and collaboration services to find repetition and dependencies.
• Complete root cause analyses for major incidents in communication and collaboration services. If needed, also lead a team to fix the found root cause to avoid further incidents.
• Lead and participate in problem management process development.

Jyvskyl, Western And Central Finland, Finland

• Work as a developer and team coach in Telia Key Service Desk. Key Service Desk is a SPOC solution for large corporate customers and public administration customers.
• Participate in leading the team together with team managers and lead the team if managers were absent.
• Lead process and way of working creation, development, and control for the Key Service Desk.
• ITIL process end-to-end development together with stakeholders.
• Participate in the development of ITSM and other tools and be part of several system change and integration projects.
• Be responsible of the Key Service Desk team training and work instructions.

Jyvskyl, Western And Central Finland, Finland

• Work as a specialist in Technical Key Customer Service. Technical Key Customer Service acted as a 1st level contact point for incident and change management for large corporate customers and public administration.
• Work as a developer and team coach in Technical Key Customer Service. Technical Key Customer Service is a SPOC solution for incidents for large corporate customers and public administration customers.
• Participate in leading the team together with team managers and lead the team if managers were absent.
• Lead process and way of working creation, development, and control for the Technical Key Customer Service.
• ITIL process end-to-end development together with stakeholders.
• Participate in the development of ITSM and other tools and be part of several system change and integration projects.

Jyvskyl, Western And Central Finland, Finland

1st level incident management for consumer and business customers for mobile services.