Tiina Åkerlund
Piikkiö
Summary
Accomplished customer service leader with extensive experience in managing and developing high-performing teams and end-to-end customer experience across organizations. Skilled in driving operational excellence, process improvement, and digital transformation, including automation and AI-enabled solutions. Proven track record in change management, strategic decision-making, and delivering measurable business results. Adept at fostering customer-centric culture, optimizing resources, and collaborating with cross-functional teams to enhance satisfaction and loyalty. Fluent in Finnish and English, with a strong ability to translate insights into actionable strategies that improve both customer experience and organizational performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Director, Customer Service, CX and Claims
Matkahuolto
Helsinki, Finland
04.2023 - Current
- Lead a customer service team of ~20–40, including team leaders, fostering success through a coaching leadership style
- Responsible for overall customer service performance, goal setting, resource efficiency, and business accountability
- Lead and develop company-wide customer experience, including operating models, measurement frameworks, and customer-centric culture
- Oversee process improvements and digitalization initiatives, enhancing service quality and operational efficiency
- Collaborate closely with stakeholders and business units to continuously improve customer experience
- Accountable for minimizing logistics-related incidents and claims, while ensuring a high-quality customer experience; operational execution handled by the team
- Utilize data and analytics to guide decision-making and service development
Head of Customer Service and Claims
Matkahuolto
Helsinki
02.2021 - 03.2023
- Lead and continuously develop a high-paced contact center serving both consumer and corporate customers
- Manage and develop the Claims & Refunds and Sales Support teams, ensuring strong performance and process excellence
- Promote a deeper, organization-wide understanding of the importance of customer experience and customer service to build a customer-centric culture
Customer Service Manager
Matkahuolto
Helsinki, Finland
01.2018 - 02.2021
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Take ownership of customer issues and followed problems through to resolution.
- Manage a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Proactively reduce customer complaints and enhance customer satisfaction
Education
Bachelor of Arts - German Language And Literature
University of Turku
Turku2008
Skills
- Leadership & team development: coaching, motivating, and guiding teams of customer service professionals and team leaders
- Customer experience management: company-wide CX strategy, operating models, measurement frameworks, and customer-centric culture
- Process improvement & digitalization: driving efficiency, quality, automation, and AI-enabled solutions in service operations
- Business accountability & results orientation: setting goals, monitoring KPIs, and optimizing resources
- Change management & strategic thinking: leading transformation initiatives and cross-functional projects
- Data-driven decision making: analyzing customer insights, operational metrics, and service performance to guide improvements
- Cross-functional collaboration: working with business units, e-commerce, logistics, and external partners to enhance customer outcomes
- Risk & incident management: overseeing claims and operational incidents while ensuring a high-quality customer experience
- Service technologies: utilizing digital tools to enhance operations and reporting
Certification
Advanced Swedish, University of Uppsala
Advanced German, Heinrich Heine Universität, Düsseldord
Languages
English
Advanced (C1)
Swedish
Upper intermediate (B2)
German
Intermediate (B1)
Timeline
Director, Customer Service, CX and Claims
Matkahuolto
04.2023 - Current
Head of Customer Service and Claims
Matkahuolto
02.2021 - 03.2023
Customer Service Manager
Matkahuolto
01.2018 - 02.2021
Bachelor of Arts - German Language And Literature
University of Turku
Interests
Part-time strategic consulting (freelance) on customer service operations, focusing on efficiency, operating models, and alignment with business objectives, as well as participating in CX round tables
Hobbies include kettlebell and other outdoor sports and training, playing the piano and listening to audiobooks.