Ossi Ikävalko
CUSTOMER SERVICE + IT
Beethovenstraße 35
Summary
Long experience in working in customer service + IT. A bit of computer and internet nerd. Ability to stay motivated, always trying to improve in work and get things done.
Overview
27
27
years of professional experience
3
3
Languages
Work History
Customer Service Representative
Foundever
02.2023 - Current
- We support wide range of insurances. Explaining the insurance policies and our processes to customers.
- Resolving customer inquiries by utilizing CRM software (calls, email, chats)
- Trained new team members on customer service protocols, promoting efficient workflows and consistent service delivery.
- Managed high-volume calls, emails, callbacks and chats and escalated issues to appropriate departments, ensuring timely resolution for customers.
- Analyzed customer feedback and implemented service improvements.
Customer support
Garmin
04.2022 - 01.2023
- Providing customer service in Garmin tech support in calls, chat emails. Garmin has a wide range of products. 1st call could be about error in golf watch course map, 2nd the GPS dog collar not tracking the dog, 3rd person calls from gas station and car navigator stopped showing maps in central Europe, 4th customers HR belt not pairing, 5th customer wants to set up InReach satellite device because is going to hiking in Lapland
- Customer support for sport watches, car navigators, outdoor Gps devices, Satellite communication devices, Tacx bikes.
- Customers contacting in high volume trough various channels. After checking all the details, and basic troubleshooting steps offered customers instructions to resolve issue or escalated to second level.
- Improve problem solving skills and fast information searching skills when tech support for devices that we did not have available to test (satellite InReach devices, truck navigators, Tacx virtual indoor trainers
- Learning Garmin Connect web pages and app by heart so can guide customers
Content moderator for TikTok ads
Teleperformance
05.2021 - 03.2022
- Moderating ads on TikTok. We were provided with rules and regulation what is allowed by Tiktok. We checked the advertise and tagged if it had something that was not complying by the rules (health claims without proof, strong language, exaggerated content, text not clear, image partly cut). This work developed diligence and attention to details.
- Soon after starting it was noticed, that I have a strong work ethics and I am ready to help. I was given the task to teach new people arriving from various countries. I explained in Teams conference calls to new co-workers the TikTok policies, rules and regulations and processes.
Massage therapist
Finnlines
05.2017 - 07.2021
- Massage therapist on ferry between Helsinki-Travemünde
Customer service for Suunto sport watches
Conectys
12.2013 - 05.2016
- Technical support for sport watches and diving computers
- Technical support for apps, computer software, webpages
- Complaints relating repairs
- Delivered exceptional customer support by resolving inquiries and technical issues for Suunto sport watch users, enhancing user experience.
- Collaborated with cross-functional teams to improve the customer service process, streamlining issue resolution and enhancing service efficiency.
- Analyzed customer feedback to identify trends and implement product improvement recommendations, contributing to increased customer satisfaction.
Technical support in Nokia care
Sitel
02.2008 - 01.2011
- Technical support for Nokia Mobile phones, computer software
- Developed customer service skills in calls. Extremely high volume of calls. Biggest mobile manufacturer at the time worldwide.
- Support for music shop and map services
Prepress Worker in Magazine
Taloussanomat
11.1998 - 12.2023
- Operated advanced prepress software (Photoshop), ensuring precise digital file preparation for magazine production.
- Managed color correction processes, enhancing the visuals of magazine layouts.
Education
London school of sports massage
01.2014
High School Diploma -
Käpylä Vocational School
Helsinki 04.2001 -
Skills
- Very active always trying to improve and get better
- Successful working in a team environment, as well as independently
- The ability to work under pressure and multi-task
- The ability to follow instructions and deliver results
Hobbies
Running, gym, cooking, music, photography, travelling
Timeline
Customer Service Representative
Foundever
02.2023 - Current
Customer support
Garmin
04.2022 - 01.2023
Content moderator for TikTok ads
Teleperformance
05.2021 - 03.2022
Massage therapist
Finnlines
05.2017 - 07.2021
Customer service for Suunto sport watches
Conectys
12.2013 - 05.2016
Technical support in Nokia care
Sitel
02.2008 - 01.2011
High School Diploma -
Käpylä Vocational School
04.2001 -
Prepress Worker in Magazine
Taloussanomat
11.1998 - 12.2023
London school of sports massage