ABOUT ME

Workforce Management Specialist skilled in forecasting, scheduling, and intraday management for 50+ people across diverse teams. Experienced in data analysis (SQL, Excel), process optimization, and improving KPIs while balancing operational efficiency with employee well-being. Background in math and statistics with a focus on practical tech solutions and user-friendly design.

PROFFESIONAL EXPERIENCE

Resource Specialist – Telia Eesti AS (May 2024 - December 2025)

As a Workforce Management specialist using Calabrio WFM, I analyze data to enhance customer service satisfaction while striving to find solutions that balance company interests and worker satisfaction. I am also focused on maximizing automation in our processes, which allows me to dedicate more effort to critical moments, ultimately improving efficiency and service quality.

Technical Support Specialist – Telia Eesti AS (May 2022 - September 2024)

B2C (Call Centre) Technical Support Specialist at Telia, resolving variety of customer issues and contributing to internal projects. Represented Telia in media (e.g. LaserTech and article) and mentored new employees. Strengthened analytical (out of box thinking), problem-solving, communication, and mentoring skills.

Technical Customer Service Advisor – Concentrix Estonia OÜ (formerly Webhelp OÜ) (2021)

Samsung Electronics Baltics technical support resolving variety of customer issues.

Data Analyst Internship – Eesti Statistikaamet (Statistics Estonia) (2021)

Completed a one month internship conducting statistical and seasonal population movement analysis using SQL, RStudio, and SAS. Developed skills in data analysis, problem solving, and applying statistical methods with and comparing different details as current location, age, sex, seasonality and more. (Due to COVID, the internship was completed remotely.)

EDUCATION

Bachelor of Applied Science (BSc), Mathematics and Statistics [suspended] – Tartu Ülikool (University of Tartu) (2020 - 2022)

Skills developed: Problem Solving; Coaching & Mentoring; Communication and Analytical Skills; SAS (Software); RStudio; SQL; Python; Java.

SKILLS

• Process Optimization

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• Scheduling

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• Intraday Management

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• Forecasting

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• KPI Monitoring

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• SQL

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• Excel

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• Python

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• Web Development

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• Analytical Thinking

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• Problem Solving

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• Communication

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• Team Collaboration

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