Liina Pärna
Tallinn
Summary
I am a dedicated and conscientious professional with experience in team management and process optimization. As a Service Process Specialist, I prepared and updated work instructions, organized training, and enhanced the customer service chatbot to improve customer experience and reduce support team workload. My ability to streamline processes has consistently led to improved team performance and satisfaction.
With strong interpersonal skills and a commitment to continuous improvement, I excel in building and maintaining relationships, driving positive change, and achieving sustainable results in dynamic environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Payment Monitoring Specialist/Team Leader
Digital Active OÜ
Tallinn
09.2021 - 11.2022
- Daily payment monitoring of customer's crypto transactions
- Developing internal procedures and preparing guides are in progress: team management and coordination
Service Process Specialist
AS LHV Pank
05.2018 - 09.2021
- Preparation and updating of work instructions required for the work of the department
- Organizing training for both new and existing employees, as well as managing certifications and preparing and conducting probationary self-examination tests
- Furthermore, part of my work involves training and improving the chatbot for customers on the LHV website to enhance the customer experience
- I have been working on enhancing the accuracy and speed of the bot's responses to ensure quicker and more relevant interactions with customers
- As a result, I have been able to alleviate the workload on customer support and enhance customer satisfaction
Senior Customer Support Specialist
AS LHV Pank
10.2016 - 05.2018
- Supervising customer support specialists and being responsible for the work organization of the team
- Conducting product training
- Preparation of customer manuals and sample letters
Customer Support Specialist
AS LHV Pank
01.2011 - 10.2016
- Answering customer calls and letters
- Managing incoming customer inquiries
- Training of new employees
Pension Specialist
AS LHV Varahaldus
07.2010 - 01.2011
- Transferring pension funds to customers, telephone sales, checking, and entering contracts
Assistant
OÜ Calidada
01.2007 - 03.2010
- Serving and assisting management, and employees
- Recruitment of new employees
- Documents creation and implementation of a circulation system
- Preparation of reports, documents, and archiving
HR Specialist
Police and Border Guard Board - North Prefecture
05.2006 - 01.2007
- Coordinating and organizing the work of employees
- Maintaining records for over 200 employees in the law enforcement department and preparing statistical reports
- Assisting with the hiring of new employees, including issuing orders and drafting employment contracts
- Creating and finalizing the vacation schedule for employees
- Organizing and participating in the recruitment process
- Providing management consulting and assistance
- Planning and overseeing departmental events
HR Specialist
Police and Border Guard Board - South Prefecture
04.2004 - 04.2006
- Formalization and maintenance of personnel documentation
- Current issues related to personnel work
- Recruiting schoolchildren to the police academy
- Organizing and conducting events introducing police work for schoolchildren in Tartu and Tartu County high schools
Education
Diploma - Law / protective services / military, Economic Law
Kõrgkool I Studium
01.2006
Skills
- Team Leadership
- Procedure Development
- Work Instruction Preparation
- Product Training
- Attention to Detail
- Active Listening
- Problem-solving abilities
- Analytical Thinking
- Experience in leadership
- Teamwork and Collaboration
- Organizational Skills
- Time management abilities
Certification
- Team Coaching, Warts koolitus ja konsultatsioonid OÜ 2017
- Special course in spreadsheets, BCS Koolitus, 2010
- Legal bases and documentation of personnel work, Eesti Personalitöö Arendamise Ühing PARE, 2004
Languages
- Estonian
- Russian
- English
Hobbies and Interests
I am a passionate and creative individual who enjoys a diverse range of activities outside of work. My hobbies provide me with balance and help develop various skills and knowledge.
- Handicrafts: I love working with my hands and creating something unique.
- Gardening: Taking care of plants and designing gardens is a calming activity for me, teaching patience and planning while strengthening my connection with nature.
- Interior Decorating: I enjoy decorating and furnishing spaces, focusing on aesthetics and functionality.
- Nature: I love spending time in nature, which energizes and inspires me. Long walks help maintain good physical health and mental balance.
- Traveling: Discovering new places and learning about different cultures enriches my life and broadens my perspective.
Timeline
Payment Monitoring Specialist/Team Leader
Digital Active OÜ
09.2021 - 11.2022
Service Process Specialist
AS LHV Pank
05.2018 - 09.2021
Senior Customer Support Specialist
AS LHV Pank
10.2016 - 05.2018
Customer Support Specialist
AS LHV Pank
01.2011 - 10.2016
Pension Specialist
AS LHV Varahaldus
07.2010 - 01.2011
Assistant
OÜ Calidada
01.2007 - 03.2010
HR Specialist
Police and Border Guard Board - North Prefecture
05.2006 - 01.2007
HR Specialist
Police and Border Guard Board - South Prefecture
04.2004 - 04.2006
Diploma - Law / protective services / military, Economic Law
Kõrgkool I Studium
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