Vilma Katariina Hakulinen
Fuengirola
Summary
A dedicated and results-driven professional with a Bachelor's degree in Psychology and extensive experience in technical customer service. Possessing a strong understanding of human behaviour, I excel in effectively communicating with customers, troubleshooting complex technical issues, and delivering exceptional support. The unique combination of psychological insight and technical acumen allows to empathise with customers, understand their needs, and provide tailored solutions that enhance user satisfaction. Adept at working in fast-paced environments, I am committed to continuous learning and applying innovative strategies to resolve challenges and improve customer experiences.
Overview
5
5
years of professional experience
Work History
Customer Service Expert
Barona Services Spain S.L
09.2022 - Current
- Identified areas for improvement within department procedures, implementing changes that resulted in more efficient operations.
- Mentored junior staff the size of 5-10 people, resulting in increased productivity and improved performance metrics.
- Managed high-stress situations with professionalism, maintaining composure while providing exceptional service under pressure.
- Collaborated with team members to improve overall quality of customer interactions.
- Developed comprehensive training materials to enhance the skills of new hires and existing employees.
- Enhanced customer satisfaction by promptly addressing and resolving issues.
- Worked closely with clients to establish performance goals aligned with organizational objectives; regularly monitored progress toward these benchmarks.
Customer Support Specialist
Barona Services Spain S.L.
01.2021 - 08.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed approximately 20-30 calls and up to 60-80 tickets a day while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Fostered culture of continuous learning among support team, enhancing overall expertise in customer service.
Customer Support Specialist
Tieto Estonia AS
08.2019 - 12.2020
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed approximately 20-30 calls and up to 60-80 tickets and emails a day while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Education
Bachelor of Science - Psychology (Honours)
The Open University
Milton Keynes, England07.2024
Skills
- Patience Demonstration
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Problem Resolution
- Customer Relations
- Prioritization
- Reading Comprehension
- Research
- Staff education and training
Languages
Finnish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Swedish
Beginner (A1)
Timeline
Customer Service Expert
Barona Services Spain S.L
09.2022 - Current
Customer Support Specialist
Barona Services Spain S.L.
01.2021 - 08.2022
Customer Support Specialist
Tieto Estonia AS
08.2019 - 12.2020
Bachelor of Science - Psychology (Honours)
The Open University
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