Merike Tiik
Harjumaa
Summary
Encouraging manager and analytical problem-solver having over than 15 years experience leading different teams, motivating them to reach the top-level results, helping employer to achieve excellent results in its core business.
Now looking for career change into a specialist role. I would like to use the skills acquired during my last studies in the field of analysis and/or service development.
I am an honest and accurate, open minded, and a good communicator. I'm also systematic and precise. I like challenges and enjoy effective team work.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior IT Operations Manager/Head of Service Desk
AS FUJITSU ESTONIA
04.2016 - 05.2023
- Leading IT Service Desk team managers by using company's global and local strategy and values
- Planning the work and resources of the department.
The size of the department was 130+ employees. - Cooperation with other departments on an international level
- Participation in development processes, continuous improvement of service quality, optimization of processes and increasing user satisfaction
- Representation of the department in the local management board
- Working languages
Finnish and English.
Team Manager
AS FUJITSU SERVICES
05.2012 - 03.2016
- Leading Service Desk agents and experts in their daily work
- Organizing the teamwork, guided by the LEAN philosophy and tools
- Developing and motivating team members
- Planning resources - preparation of work schedules
- Participating in recruitment process and trainings
- Cooperating with international departments
- Working languages
Finnish and English - Member of the Work Environment Board as an employer representative since 11.2013
Consultant - Internal Auditor
Icefire OÜ
05.2011 - 04.2012
- Testing the software produced in the company and submitting improvement proposals
- Performing an internal audit of the company and preparing documentation for an external audit
Sales and Service Manager
SuperSeaCat OÜ
10.2006 - 12.2008
- Establishing the work of the call center, developing customer contact channels (both telephone lines and internet-based), creating service standards and quality requirements and their alignment with the company's strategy and goals.
- Ensuring the achievement of the goals of the sales and service center and organizing the smooth work of the department in accordance with the company's strategies and goals
- Introducing the company to cooperation partners and, if necessary, training them (mainly Finnish travel agencies), representing the company at international travel fairs
Contact Center Manager
Silja Line Eesti AS (later Tallink Group)
08.2006 - 10.2006
- Responsibility for the work of the contact center, being a communication bridge between own department and other departments, also company's management
- Responsibility for the department's budget and efficient use of resources, mapping of the department's training needs, participating in recruitment
- Achievements: Stable career development on the from the travel sales agent to the contact center manager.
Team Manager
Silja Line Eesti AS
05.2005 - 07.2006
- Responsible for the work of one team (10-20 people), monitoring the career development of the team members and, if necessary, training, organizing meetings, participating in recruitment
- Communication with other departments and cooperation partners
- If necessary, communicating with "problem customers" and resolving difficult situations, handling customer complaints
Team Assistant
Silja Line Eesti AS
10.2004 - 05.2005
- Advice on reservation makings, in-depth knowledge of Silja Line products and services, responsibility for the back office (managing hotel/flight bookings), communication with cooperation partners and other departments
- Quick action in 'Force majeure' situations
- Training new employees
Travel Sales Agent
Silja Line Eesti AS
06.2002 - 10.2004
- Serving Finnish and English-speaking customers by phone and email, offering Silja Line products and services
Education
Diploma - Business Management/ IT Management
Estonian Entrepreneurship University of Applied
Tallinn01.2021
No Degree - Information Technology
Technical University of Tallinn
Tallinn01.2003
No Degree - Cookery, Food Processing
Matinkylä Vocational School
Matinkylä, Espoo, Finland01.1994
Basic Education -
Tallinn 54th Secondary School
Tallinn01.1990
Skills
- Strategic Planning
- Operations Management
- Performance Management
- Workforce Management
- MS Office/Business Intelligence
- Team work/cooperation
- Basic HR skills
- Data Analysis
- Emotional Intelligence
- Customer Service
- Documentation and Reporting
Certification
ITIL v3 Sertifikaat, Wakaru Finland, 2013
Languages
Estonian
Native language
Eesti
Proficient
C2
Soome
Advanced
C1
Inglise
Upper intermediate
B2
Vene
Intermediate
B1
Desired Job Category
- Data analysis
- Service development
- Workforce management
References
Kristel Talisainen, Resource Manager, Fujitsu Estonia, +37256990710, kristel.talisainen@fujitsu.com
voluntary work
Technology teacher in HK Unicorn Squad for 2 years
HK Unicorn Squad is a movement providing knowledge and skills in technology as hobby education only for girls
Timeline
Senior IT Operations Manager/Head of Service Desk
AS FUJITSU ESTONIA
04.2016 - 05.2023
Team Manager
AS FUJITSU SERVICES
05.2012 - 03.2016
Consultant - Internal Auditor
Icefire OÜ
05.2011 - 04.2012
Sales and Service Manager
SuperSeaCat OÜ
10.2006 - 12.2008
Contact Center Manager
Silja Line Eesti AS (later Tallink Group)
08.2006 - 10.2006
Team Manager
Silja Line Eesti AS
05.2005 - 07.2006
Team Assistant
Silja Line Eesti AS
10.2004 - 05.2005
Travel Sales Agent
Silja Line Eesti AS
06.2002 - 10.2004
Diploma - Business Management/ IT Management
Estonian Entrepreneurship University of Applied
No Degree - Information Technology
Technical University of Tallinn
No Degree - Cookery, Food Processing
Matinkylä Vocational School
Basic Education -
Tallinn 54th Secondary School
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