I am a deaf professional My disability has given me a competitive advantage in making me more observant, adaptable and a quick thinker
Years of Professional Experience
Anna Polojarvi
Strategy Manager
Birmingham,West Midlands
Summary
Forward-thinking manager with 12 + years of work experience applying exceptional customer service and effective stakeholder relationship management skills towards enhancing organisational plans. Results-driven and resilient in developing teams while increasing productivity as well as customer experience.
Analytical problem solver and critical thinker with remarkable decision-making and multi-tasking abilities. Bringing in excellent communication skills, talent for spotting industry trends and areas in need of improvement as well as ability to implement changes with strategic approach. Creates dynamic and positive workplace culture to align with organisational mission and values through agile leadership.
Overview
13
13
2
2
Certificates
8
8
Languages
6
6
Years of Post-Secondary Education
Work History
Strategy Manager
The National Deaf Children's Society
Remote
05.2023 - Current
- Lead transformation to OKRs including training C-Suite and Deputy Directors on concept.
- Held regular strategy meetings with C-Suite and Deputy Directors as part of QBR cycle.
- Promoted outcomes focus and importance of customer experience
throughout strategic alignment. - Analysed performance and communicated findings to key stakeholders via variety of mediums (data visualisation, dashboard, Power Bi, presenting data depending on stakeholders).
- Re-designed performance monitoring systems.
- Introduced value streams management to the organisation.
- Project-managed several key initiatives.
Customer Promise Manager
The National Deaf Children's Society
Remote, United Kingdom
07.2022 - 04.2023
- As organisation had recently embarked on Agile Transformation journey, I promoted Agile working practices and acted as ambassador for shift to customer centric view. This involved change management and influencing decision-making.
- Promoted importance of Customer Experience and established Customer Experience Centre for organisation.
- Worked with customers and other stakeholders to understand needs and provide excellent service.
- Introduced User Stories through co-production to organisation.
Researched, synthesized and analyzed (both quantitative and qualitative) customer data and insights from numerous sources to conduct gap analysis, develop reports and recommendations. - Communicated findings to stakeholders via presentations, reports and by representing customer view at key meetings.
Operations Team Leader
BID Services
Birmingham
01.2016 - 07.2022
- Built strong relationships with customers and other key stakeholders through positive attitude and attentive response.
- Successful complaints management de-escalating situations and resolving concerns. Key is to foresee problems where possible.
- Worked in matrix management environment with oversight of operations, sales, finance, human resources, safety and compliance.
- Actively monitored budgets with controls to prevent overage.
- Increased profit by 9% during pandemic with no Operations Manager in post.
- Compiled and reviewed operations reports to understand numbers and trends.
- Mentored and guided employees to foster proper completion of assigned duties in line with organisation core values.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow for example researched and project managed implementation of new CRM before COVID pandemic.
- Identified and resolved unauthorized, unsafe or ineffective practices and led improvement initiatives to advance operational efficiencies.
- In charge of new hire processing and existing training programs.
- Contributed to new contract tender process and reviewed master service agreements to design and amend processes as well as to influence contract negotiation process.
Operations Co-Ordinator
BID Services
Birmingham
05.2013 - 12.2015
- Planned and resourced personnel and logistics for operations resulting in highly trained personnel, and responsive service that delivers high quality output with between 40 - 60 assignments per day.
- Worked towards achieving organisational mission and goals.
- Implemented new working processes to deliver multiple improvements such as reduced turnaround time and increased profit.
- Improved customer relations and increased profit in part of business was responsible for.
- Learned new language in order to better communicate with colleagues and customers.
Student Development Assistant
Guild of Students University of Birmingham
Birmingham
04.2010 - 06.2012
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exceeded goals through effective task prioritization and great work ethic.
- Was given additional tasks due to maturity and reliability for example managed risk assessment process and student group finances reducing returned and incomplete forms by 100%.
- Provided training and represented employer at public events.
Server Support Response Engineer
CPL Managed Solutions
Dublin
01.2007 - 08.2008
- Used critical thinking to break down problems, evaluate solutions and make decisions as part of troubleshooting process.
- Was promoted internally from customer service role to second tier support due to showing capability and understanding of server architecture.
- Maintained excellent customer relations often being commended for quick turnaround, efficient case resolution and customer service.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment managing on average 20 cases per day.
Education
Bachelor of Arts - International Relations
University of Birmingham
Birmingham, United KingdomBachelor of Arts - Linguistics With Psychology And Statistics
University of Eastern Finland
Joensuu, FinlandSkills
Stakeholder Management
undefinedCertification
Google Project Management Qualification
Interests
I was born in Finland and still hold a high regard for my culture, but my time abroad has made me an adept navigator of other cultures and customs
Timeline
Google Project Management Qualification
05-2024
Strategy Manager
The National Deaf Children's Society
05.2023 - Current
Customer Promise Manager
The National Deaf Children's Society
07.2022 - 04.2023
Level 5 Award in Management and Leadership from Chartered Management Institute
12-2016
Operations Team Leader
BID Services
01.2016 - 07.2022
Operations Co-Ordinator
BID Services
05.2013 - 12.2015
Student Development Assistant
Guild of Students University of Birmingham
04.2010 - 06.2012
Server Support Response Engineer
CPL Managed Solutions
01.2007 - 08.2008
Bachelor of Arts - International Relations
University of Birmingham
Bachelor of Arts - Linguistics With Psychology And Statistics
University of Eastern Finland
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