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Jonna Tolvanen

Customer Support Consultant

Works remotely from Berlin

  • 52.517
  • 13.3888
  • Suggested rate 350 € / day
  • Experience 7+ years
Propose a project The project will begin once you accept Jonna's quote.

This freelancer is available full-time but hasn't confirmed their availability in over 7 days.

Propose a project The project will begin once you accept Jonna's quote.

Location and workplace preferences

Location
Berlin, Germany
Remote only
Primarily works remotely

Preferences

Project length
  • ≤ 1 week
  • ≤ 1 month
  • Between 1-3 months
  • Between 3-6 months
Company size
  • 2-10 people
  • 11 - 49 people
  • 50 - 249 people

Verifications

Freelancer code of conduct signed
Read the Malt code of conduct

Verified email

Languages

  • Finnish

    Native or bilingual

  • English

    Fluent

  • German

    Basic

Categories

Skills (5)

Jonna in a few words

During my 20+ years in customer service, I have set up, lead, and scaled 2 customer support departments which both were completely different scales (one for a start-up and one for a leading IT distributor).

Through these years, I have learned a great deal about what it takes to run an operationally efficient support function.
Because customer support is a revenue protector, I am helping companies to:

- identify what slows them down, causes poor performance, or unhappy customers
- fix operational issues
- bring structure to the workflows
- improve processes
- reduce cost
- increase customer happiness
- build CS-operations from scratch.

I want to assist companies to avoid the mistakes I made and help them reach the ideal setting with their customer support as quickly as attainable.

Experience

Fluent in Support

Consulting & Audits

Customer Support Consultant  - As a freelancer

January 2019 - Today (3 years and 9 months)

As a customer support consultant, I help SaaS companies to reduce churn and cultivate loyal customers and in addition increase customer and customer support agent's happiness.

To achieve this, I optimize their customer support so that it's faster, more efficient, and cost-efficient, without compromising quality. This is reached by using technology, tools, best practices, and frameworks.

I am helping companies to:
✨ identify what slows them down, causes poor performance, or unhappy customers
✨ fix operational issues
✨ bring structure to the workflows
✨ improve processes
✨ increase customer happiness
✨ build CS-operations from scratch.

Support Driven

Consulting & Audits

Member

October 2018 - Today (4 years)

Support Driven is a community of people in Customer Support and Success helping each other. It's an excellent community to brainstorm ideas, hear feedback, share experiences, and get inspired in the field of CS!

ALSO Group

E-commerce

Head of Service Quality - ALSO Group

January 2021 - June 2022 (1 year and 5 months)

As a Head of Service Quality I run Customer Service & Support quality program across ALSO Group's CS departments, 20 + countries and 3 business lines (Service, Solutions, Supply). I was responsible for
- common understanding about the expected Customer Service quality is defined
- challenges in Customer Service operations are identified
- actions to improve operations & processes are taken
- Group wide main KPIs are defined, and they are reached together with CSAT and NPS goals
- tools are harmonized
- best-practices are shared between Customer Service departments Achievements:
- implementing processes (low CSAT analysis, managerial escalation, self service possibilities, quality and Knowledge Management)
- re-launched a Knowledge Management program and being responsible for it
- started a conversation Quality Evaluation program and being responsible for it
- defined group wide main KPIs and targets for them
- conceptualized and implemented a first version of group wide reporting in co operation with BI-team
- configured a support portal for Supply, allowing them to move away from email as a ticketing system Team: Quality Manager, Content Manager Reporting to: CEO

ALSO Group

Head of Customer Support - Consumptional business

Berlin, Germany

May 2019 - January 2021 (1 year and 8 months)


* ALSO Digital Services is a business unit and part of the ALSO Group, which runs one of the largest and most recognized B2B cloud marketplaces in Europe. The support team provides technical support mainly B2B but also B2C. Technical Support is given not only for ALSO Cloud Marketplace platform, but also to the SaaS services bought through the platform (e.g. Microsoft Cloud Services, Acronis, Skykick, Mimecast). Resellers and partners are located all over the globe.* Having full responsibility of the technical support operations (multilingual 24/7 support) for ALSO's consumptional business Responsibilities includes but are not limited to:
- Constantly improving processes and cooperation across the teams to enable scaling of the support operations
- Representing customer support department of Consumptional business within the whole ALSO Group.
- Resource and recruitment planning
- Setup a process for the internal and external Knowledge Base to set the base for the customers self-service.
- Acting as an interface towards Product Management/Development team, to provide feedback not only from the customer base, but also from the support team itself, to reduce the amount of the manual work or optimize and scale the Cloud Platform related tasks.
- Leading the team to perform its best and to reach high customer and employee satisfaction. Team size: 16 ( + 2 team leaders) Reporting to: Senior Vice President of Consumptional Business

Uberall

Senior Customer Operations Manager

Berlin, Germany

January 2019 - April 2019 (3 months)

Working in projects which take whole Customer Operations department forward:
- Built an operational dashboard for Customer Operations team
- Kick-started Knowledge Base management project
- Collecting CSAT-surveys
- Created presentation for new Uberallers about Customer Operations department
- Initiated and lead the project of building values for Customer Operations-team
- Built a training program and trained new Customer Operation managers who joined through an acquisition
- Representing Customer Operations team in small customer self-service onboarding project
- Working with key customers and helping them with technical issues, and working closely with Customer Success and Key Account Managers.

Uberall

Team Lead Customer Operations (International)

Berlin, Germany

July 2018 - December 2018 (5 months)

Responsible of leading a team of 6 Customer Operations Managers who provide support for international clients. Improving processes for the whole Customer Operations department, reporting, following up KPIs and improving cooperation with the other departments. Onboarding new customers and helping them with technical issues after that, working closely with Customer Success and Sales teams.

ALSO Group

Head of Customer Support - Consumpitional business

Berlin, Germany

September 2017 - June 2018 (9 months)


* ALSO Digital Services is a business unit and part of the ALSO Group, which runs one of the largest and most recognized B2B cloud marketplaces in Europe. The support team provides technical support for B2B. Technical Support is given not only for ALSO Cloud Marketplace platform, but also to the services bought through the platform (e.g. Microsoft Cloud Services, Acronis, Skykick, Mimecast). Resellers and partners are located all over the globe. www.also.cloud * I had a full responsibility of the technical support operations (multilingual 24/7 support) for ALSO's Digital Services, which contained following business lines: PaaS, SaaS, IaaS and DaaS. Responsibilities included:
- Constantly improving processes and cooperation across the teams to enable scaling of the support operations
- Representing support department of Digital Services within the whole ALSO Group.
- Resource and recruitment planning
- Setup a process for the internal and external Knowledge Base to set the base for the customers self-service.
- Acting as an interface towards Product Management/Development team, to provide feedback not only from the customer base, but also from the support team itself, to reduce the amount of the manual work or optimize and scale the Cloud Platform related tasks.
- Leading the team to perform its best and to reach high customer and employee satisfaction. Team size: 20 (incl. 2 team leaders and 1 Support Content Manager) Reporting to: Senior Vice President of Consumptional Business

ALSO Group

Support Manager - Consumptional business

Berlin, Germany

January 2016 - August 2017 (1 year and 7 months)


*ALSO Digital Services is a business unit and part of the ALSO Group, which runs one of the largest and most recognized B2B cloud marketplaces in Europe. The support team provides technical support mainly B2B but also B2C. Technical Support is given not only for ALSO Cloud Marketplace platform, but also to the services bought through the platform (e.g. Microsoft Cloud Services, Acronis, Skykick, Mimecast). Resellers and partners are located all over the globe. * I had a full responsibility of the technical support operations (multilingual 24/7 support) for ALSO's Digital Services, which contained following business lines: PaaS, SaaS, IaaS and DaaS. Responsibilities included:
- Implementing the Service Provider Onboarding process for the support, which made sure that the Service Providers utilized the Cloud Platform in the best possible way and the services created met the requirements.
- Close cooperation with ALSO Cloud Marketplace developers to share feedback from the support team but also from the customers.
- Working closely across the teams like Product Integrations, Marketing, Sales and Legal to provide them needed information and improve the overall processes.'
- Working together with HR in recruiting and finding new talents to join to our team.
- Constantly improving processes and the way the teams are working and taking over new areas from business lines to support (e.g. billing).
- Resource planning, reporting and following that SLAs and KPIs are met. Team size: 15 Reporting to: Senior Vice President of Consumptional Business

ALSO Group

2nd level Support Manager -Consumptional business

Berlin, Germany

January 2015 - December 2015 (11 months)


* ALSO Digital Services is a business unit and part of the ALSO Group, which runs one of the largest and most recognized B2B cloud marketplaces in Europe. The support team provides technical support over mainly B2B but also B2C. Technical Support is given not only for ALSO Cloud Marketplace platform, but also to the services bought through the platform (e.g. Microsoft Cloud Services, Acronis, Skykick, Mimecast). Resellers are located in 12 ALSO countries in the Europe. * I was responsible of setting up and launching support organization and operations for B2B customers for Digital Business at ALSO. The launch included following tasks:
- Support process planning
- Support tool selection and configuration
- Setting up SLAs and KPIs
- Setting up reporting
- Recruiting, planning resourcing and training
- Creating internal and external training and other material After the launch in 12 ALSO countries, I was working as 2nd level support manager, which meant close cooperation with our developers of ALSO Cloud Marketplace. Big part of the job was actually take care of service requests related to the Cloud Marketplace, while I was building the technical support team, internal and external knowledge base and training cloud teams globally. Reporting to: Head of Support – Digital Services

ALSO Group

Partner Account Manager (@Nervogrid)

Helsinki, Finland

September 2012 - December 2014 (2 years and 3 months)

Being responsible of our biggest resellers in Finland and Sweden. Advising them with the technical questions, being escalation point and training them in cloud platform usage (Cloud Control Panel).

ALSO Group

Sales Engineer (@Nervogrid)

Helsinki, Finland

March 2012 - October 2012 (7 months)

Ramping up B2B cloud business, setting up Cloud Control Panel related processes, writing internal and external documentation, providing training for new resellers (in Finland, Sweden and Netherlands) and helping them to get started with cloud business.

ALSO Group

Service Desk Manager (@Nervogrid)

Helsinki, Finland

June 2009 - March 2012 (2 years and 9 months)

As a Service Desk Manager I was the first employee in support team, responsible of setting up a Service Desk function, ticketing tool (Tivoli and later JIRA) and processes while transforming outsourced support to internal. Supported areas: business applications, virtual desktops (Hyper-V, VMWare), Windows (Xp, Vista), software deployment (SCCM), and laptop imaging. I was responsible of Service Desk's daily operations, improvements and recruitment. Next to management responsibilities I was one of the support agents and specialists of our Cloud Control Panel. Team size: 5

Helsinki Metropolia University of Applied Sciences

Assistant of network laboratories

January 2007 - January 2009 (2 years)

TeliaSonera

Customer Servant

January 2007 - January 2007

Netprofile Finland

Assistant

January 2005 - August 2006 (1 year and 7 months)

Education

Certifications