Tanja Skinnari Email & Phone Number

As a VR Passenger Services data protection responsible, I support our organization in conducting DPIAs (Data Protection Impact Assessments) and guide and train in matters relating to data protection. I am part of the Data Protection management group led by Data Protection Officer.

Helsinki, Southern Finland, Finland

In my work, I focus broadly on developing customer relationships by utilizing data instead of focusing on one single solution. Most recently, I have been planning identity management reform, marketing automatization (growth marketing platform) and customer relationship management models and data management in CRM. As an owner of customer data, I take part in development of digital services as an expert of my own field working closely with different units.

Helsinki Area, Finland

My work as a CRM Specialist consists of overseeing and executing smaller development tasks related to Microsoft Dynamics CRM. I also participate in wider CRM development together with the vendor partner. Apart from this my duties include overseeing and executing technical development related to customers (e.g. within sales solution). Within VR Passenger Services I produce customer insight and understanding through research and measurement tools/functions. I am also responsible for… Show more My work as a CRM Specialist consists of overseeing and executing smaller development tasks related to Microsoft Dynamics CRM. I also participate in wider CRM development together with the vendor partner. Apart from this my duties include overseeing and executing technical development related to customers (e.g. within sales solution). Within VR Passenger Services I produce customer insight and understanding through research and measurement tools/functions. I am also responsible for customer claims reporting, analyzing and development of reporting processes. Support functions related to customer claims (user support, training, instructions) are also part of my work. Show less

As a Customer Feedback Specialist I worked as a Microsoft Dynamics CRM main user for claims handling. I was responsible for claims process, producing training material and user instructions and user training. My work also included daily guidance and support of CRM users. Addition to this I was responsible for reporting and analyzing claims and compensation requests within VR Passanger Services to different business units, management and also outside interest groups. I handled Passenger… Show more As a Customer Feedback Specialist I worked as a Microsoft Dynamics CRM main user for claims handling. I was responsible for claims process, producing training material and user instructions and user training. My work also included daily guidance and support of CRM users. Addition to this I was responsible for reporting and analyzing claims and compensation requests within VR Passanger Services to different business units, management and also outside interest groups. I handled Passenger services consumer dissagreements and personal injury claims. Show less

As a Customer Service Manager in the Customer service center I worked as a superior for 14 persons. My work included qualitative and quantative development of claims handling process and organazing work. I prepared claim reports to management. Reporting and cooperation with interest groups both within VR and outside was also part of my duties. I produced claims and team reports and presented them to interest groups. I also helped and substituted other service managers in Customer service center… Show more As a Customer Service Manager in the Customer service center I worked as a superior for 14 persons. My work included qualitative and quantative development of claims handling process and organazing work. I prepared claim reports to management. Reporting and cooperation with interest groups both within VR and outside was also part of my duties. I produced claims and team reports and presented them to interest groups. I also helped and substituted other service managers in Customer service center (Social media, call center, inner sales support) and supervised work for all the teams.My work also included the role of a CRM key user. In that duty I produced training materials and user instructions and trained users. I participated in Microsoft Dynamics CRM version update project as a claims specialist and responsible for claims process, specificating needs, planning testing, testing and implementing CRM. Show less

Bachelor Of Hospitality And Tourism Management

Activities and Societies: Exchange student in the University of Kalmar, spring 2003

Myynti- Ja Asiakaspalvelun Perustutkinto