Heidi Kimmo

Experience

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  Tikkurila Oyj

  Oct 1996 - Jul 2012

  Creation, development and implementation of a change management process and concept for Tikkurila Group. Key role in ensuring group level projects meet business, schedule and budget objectives Group Business Intelligence, Business Develoment function. Creation, development and implementation of a group level Business Intelligence function and supportive software applications. Gathering group level market and competitor information, providing executive summaries to the Management and to the Board. Creating a Business Intelligence process. Systematic gathering of market and competitor information. Participation in the Management Team (Industry). Project Manager for Industry Management Strategy work, Industry Management Dashboard application and Business Intelligence portal. Handling of HR issues within the Export department such as recruitment, work orientation, personal development discussions, target setting, salary negotiations, labour law issues, resource matters etc. Development of the department and the employees' expertise including process development and change management. Handling of orders and customer relations. Successfully merging two Export departments into one, ensuring high quality customer service and increased personnel work well-being. Handling of orders and customer relations. Geographical area: Europe, Scandinavia, Far East and other miscellaneous countries. Development and implementation of new work methods. Conducted a market survey of the german paint industry. Managing deliveries and customer relations, internal communications. Managing export deliveries and customer relations to several countries.

  • Change Manager

    Mar 2011 - Jul 2012

  • Business Intelligence Manager (Group functions)

    Jan 2010 - Feb 2011

  • Business Intelligence Manager

    May 2007 - Dec 2009

  • Head of Sales Office, Export

    Oct 2003 - May 2009

  • Sales Coordinator

    Jun 2000 - Sept 2003

  • Marketing Coordinator

    Oct 1999 - May 2000

  • Sales and Marketing Assistant,

    Oct 1998 - Sept 1999

  • Export Assistant

    Oct 1996 - Sept 1998
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  Nets Finland

  Apr 2012 - Feb 2013

  Specialist

  Specialist, Acquiring Service Production, Business Support. Responsible for service level management and merchant related reporting, quality development of Acquiring Service Production customer service (including evaluation, scoring and creating personal development plans for both written correspondence and telephone service) as well as functioning as the work orientation responsible for Acquiring Service Production unit (incl. coaching team leaders, supervising the work orientation process and implementing best practices to the organization). Show less

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  Resurs Bank AB Finnish Branch Office

  Feb 2013 - Mar 2015

  Group Manager

  Working for Resurs Bank AB Finnish branch office as a Group Manager, reporting to company headquarters in Sweden. Responsible for the start up of the Contact Center functions in Finland. Currently heading the Finnish contact center, handling credits, loans, credit cards, preliminary collection and other customer service. Other responsibilities: Office manager and occupational health and safety manager. Resurs Bank is a Swedish bank founded in October 2001. Resurs Bank originates from Resurs Finans that has been active in Sweden since 1984. Resurs Bank is specialized in consumer credits, loans and issues a Mastercard named Supreme Card.The company is represented in Sweden, Denmark, Finland and Norway. Show less

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  Alfa Laval

  May 2015 - Jul 2016

  Team Manager

  Heading the customer service center. Business, personnel and process development projects. Alfa Laval Vantaa Oy produces commercial and industrial air-cooled condensers. The Alfa Laval condenser portfolio includes a variety of design options and accessories. - See more at: http://www.alfalaval.com/products/heat-transfer/finned-coil-air-heat-exchangers/air-cooled-condensers/#sthash.6drlNPlh.dpuf

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  Musti ja Mirri Oy

  Jul 2016 - Jan 2023

  Head of Nordic Customer Service Center

  Successful set up of a well functioning, versatile and flexible Nordic Customer Center which has grown from one brand to cover all the Musti brands in each country. Relocations, organizational changes, strategy work and centralization of the operations to Musti Head office in Käpylä, Finland. Establishing group level processes, optimizing the functions and costs of the Nordic Customer Center including setting up KPI’s, building co-operation models with various stakeholders, developing the required IT systems and channels as well as securing top level customer service and development of the customer experience. By the end of 2022 heading a team with appr. 50 team members and 3 team leads (starting in 2016 with a team of 3 persons). Member of the Finnish Management Team, Information Security Focus Area team, GDPR core team, Crisis Management Team, Hazard Analysis and Critical Control Points (HACCP) team, Covid crisis team and a crucial member in various demanding change and development projects. In addition also acting as the Area Sales Manager for Åland (2017-2019) and Occupational Safety and Health Manager (2018-2019). Show less

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  LU-VE Group

  Jan 2023 - now

  Heading the Customer Care and Shipping teams in the Nordics. Creating opportunities and success factors for the teams, colleagues and other co-operation partners. Continuous process development targeting to make the daily operations smoother and more efficient, creating extra value for our customers. Heading the Customer Service Center team and Shipping team at Fincoil LU-VE.

  • Customer Service Manager - Nordic

    Jun 2024 - now

  • Customer Service Manager

    Jan 2023 - Jun 2024