This curriculum vitae is for Senja Nykänen, a customer oriented business professional living in Fuengirola, Spain with over 19 years of international business experience. She has worked in roles such as business manager, program and project manager, and service level manager for TeliaSonera, a telecommunications company. Her skills include business management, development management, change management, and program/project management. She is currently working as an entrepreneur outsourcing a telesales business in Fuengirola after negotiating the project with TeliaSonera Finland.

1. CURRICULUM VITAE
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CV 03/2015 SenjaNykänen
CUSTOMER ORIENTED BUSINESS PROFESSIONAL
My name is Senja Nykänen and I livein Fuengirola,Spain.
I have a great 19 years’career behind me and some twenty years left to work effectively in
an international businessatstrategic or tactical level.
Duringthe long career I have become a customer and business oriented business manager,
program and project manager.
I am qualified to be relentless and energetic, and my strengths are communication and
inspiration skills. I amableto inspireother professionalsand get commitment in order to
achievewanted results.
My working languages areFinnish and English.
CONTACT INFORMATION
Senja Nykänen
CalleLas Palmas 13
29640 Fuengirola
España
Spain (+34) 693 719 179
senja.nykanen@gmail.com
http://www.linkedin.com/in/senja
PROFESSIONAL SKILLS
 5 years’experience at Scandinavia- Baltic area
 business management
 development management
 change management
 program and project management
 process management
 sales management
 servicedefinition/specification
 IT requirement definition
 leadership
 trainingand coaching
 internal communication
 office tools and intranet/internet
EXPERIENCE 19.1.2015 – 30.4.2015 Outsourcing, entrepreneur
I have negotiated with TeliaSonera Finland to outsourcethe Telesales business in
Fuengirola.I have recruited the agents, trained them and managed the project.
21.3.1994 – 08.06.2013 TeliaSonera
04/2011 - 06/2013 Business Manager in Planningand Reporting, Business
Relationship Management, Broadband Technology Solutions (BTS). The unit is
supportingthe Head of BTS with Delivery Planningand monthly reporting and has the
responsibility to coordinateplanningand reportingfor all units within theBTS
organization thatconsists of some 2000 employees and a budget of 8 billion SEK.
Stakeholders are all TeliaSonera Broadband BusinessUnits i.e.global market. A Letter
of recommendation is available.

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CV 03/2015 SenjaNykänen
08/2010 - 03/2011 Service Level Manager (SLM). Service Level Manager acts as the
interface between the business units (BUs) and IT: My responsibilities were defining
levels of IT services, agreeingthe levels with BUs, managingthe servicelevel
recording,reporting the performance, managing servicelevel improvement actions
and reviewing agreements regularly.
11/2008 - 07/2010 Process Owner and Development Manager. I was a Global Unit
Process owner of Service Assuranceprocesses in Server Operations.I managed a
successful Six Sigma projectto find root causes for server related incidents. I was also
a member in a global strategic programwith the goal to achieveITIL based efficient
way of working in production. A Letter of recommendation is available.
01/2008 - 10/2008 Development Manager. I worked in a gross border B2B end-to-end
process development team in Application and ValueAdded Services production unit.
Main achievement was to lead Process Lab for improvingserver delivery proces s with
the resultof startingquick deliveries and re-organizingthe way of workingto
minimizethe hand overs duringthe process.
01/2001 - 12/2007 Development Manager in BU Fin Broadband,B2C Production Line
management. I managed several strategic business projects,for example:
 Launching ADSL offering to new markets usingleased lines. I managed the
project that coordinated technical implementation and build the business
processes (marketing, sales,billing,help desk, incidentmanagement) and
started the business.
 UnifyingCustomer Services into one unit. Technical CS was merged to
Consumer Customer Care Unit. We implemented the common way of
working and management with high level servicequality targets in all
functions for improved customer experience.
 Implementing ”Agreement in the phone” – way of working with the goal of
shorteningthe B2C subscription delivery times and improvingthe customer
experience. The same way of working has been implemented later also to
B2B agreements.
 In the projectthat implemented the system for bookingan installation date
and time my responsibilitieswere to give business and customer
requirements and to securehigh customer experience. The results of this
project aremoney savings in installation contracts,shortened installation
times and saved time as installation technicians do notneed to contact
customers later in the process.
 I worked actively when Sonera and Auria were merged. I builtrelationships
and created network to help the implementation of common way of working
and improvements.
06/1999 - 12/2000 Department Manager. I was responsiblefor B2C Contact Center
services and sales in Finland. About230 employees worked at that department. I
implemented a new model to manage sales (profitability) and services (quality) based
on targets, regular followup and achievement awarding.
03/1994 – 05/1999 Customer Care Supervisor. I started my career at Sonera as a
customer care supervisor in Varkaus with 32 customer servants and as a member in

3. CURRICULUM VITAE
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CV 03/2015 SenjaNykänen
the national Customer Care Center (3C) business department. I started credit
check/negotiation and back office functions in order to improve efficiency in the 3C
department. With creditcheck/negotiation we gained straightbenefits as less credit
loss and less deptcollection costs. When back officewas centralized in Varkaus other
3C servants could concentrate in sales and servingcustomers.These led to better
results in sales and customer satisfaction. Later these functions were moved to Lahti
and Vaasa.
EDUCATION Vocational Qualification in Business and Administration,1987,Pieksämäki
Graduate, 1983, Kuoppakangas College,Varkaus
TeliaSonera tailored training and courses
08/2010 Six Sigma Green Belt Diploma.Qualification requirements completed based
on completion of an applied courseprogramon the Six Sigma body of knowledge,
passingan end-of-courseexamination on Six Sigma theory and methods and
successfully completed the firstSix Sigma project (gross border project Swe-Fin).
08/2007-04/2008 IT/IP BusinessCompetence Development Programme consisting of
courses Telecom Business Competence Development and IP Networks and Services,
and a group work for Business Development plan “TS rolein ticketing
(Micropayments). Kungliga Tekniska Högskolan,Tukholma.
02/2008 ITIL v.3 Foundation Diploma.APM Group.
I have attended many trainings and courses including program/projectmanagement,
change management, management by results,leadership and team working.
LANGUAGESKILLS Finnish:native
English:fluent speaking, excellent writingand understanding
Swedish: understandinggeneric Swedish well,speakingand writingskillstolerable
Spanish:learning
HOBBIES Reading, sailing,travelling,jogging,biking and swimming.