Anna Palokangas - CV
This is me
My top qualities as a work mate:
Inspiring Team Player
Calm, Steady and Positive
My top professional skills:
Creating Excellent CX
Design Thinking and Doing
Effective Change Agent
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Service Designer, Paloka
04/2019 - present
As an independent service designer I help companies and organizations to develop and full-fill their potential. My aim is to create excellent customer experience and that is the basis of my work. I use service design and common sense, and common language, to combine customers' and company's needs and desires. That can involve for example service development, employee experience development and design thinking training.
Tres Hombres Consulting Group Ltd
01/2019 - 04/2019
I looked after customer experience alongside product development as a Development Manager.
Since May 2019 I became THCG's official partner and in my new role I continued my work with them.
Lahti Region Development LADEC Ltd
08/2017 - 12/2018
My main job was to help customers, and our own teams, to develop their businesses and projects by using service design. I helped people to understand the potential of design thinking & doing and I helped them to start working towards reaching their full potential.
In many cases this meant creating personalized service design tools and facilitating one or two workshops to get things started. Customer understanding and customer experience were often the main focus of my work. The role of regional development company is not to do things for customers but to help them with whys and hows of the next steps. In design it included advising how to buy professional design services, if needed.
In most cases I worked side by side with my colleagues who are experts in other fields of business development. Together we offered companies holistic service to help them succeed.
In addition to my service design work I assisted in various design related cases. For example I worked as a project coordinator when attending to Habitare 2018 furniture fair together with 15 of our customers. I also worked as a consultant in local Design Venture program and helped to organize Design Lahti events. One of my favorite task was managing customer insight pool "Lahen D", 400 active citizens dedicated to develop Lahti area and small local companies' products and services.
Business Developer Trainee
Lahti Region Developmet LADEC Ltd
03/2017 - 08/2017
I assisted the LADEC Design Team in developing LADEC's own services and processes by using service design tools, making customer research and helping with implementing design thinking through out the organisation. I also helped with Design Lahti happenings and I did research for customers for them to develop their businesses.
Sales representative, Alko Ltd
2010 - 2017
Pleasant combination of work and hobby. At Alko I was able to develop further my customer service skills and my ability to understand customers', some times hidden, needs and provide solutions to fulfill these needs. I became familiar with stressful and difficult service situations but also familiar with the ways of handling them and ending them as positive as possible. Through out my time in Alko I gained high scores in mystery shopping, average 95/100, that gives me confidence to say that I am excellent in understanding customers a.k.a. people.
"Anna is a person, that combines together things like customer orientation, efficiency and accuracy.
If you have Anna on your team, you can be sure that things will be done perfectly and right on time.
I had privilege to work with Anna side by side on 2018. I am very happy to recommend Anna in any task."
Business Development Manager
Lahti Region Development LADEC Ltd.
Admin Team member,
Service Design community
Lahti Area Service Designers #lahenpamut
BBA, Lahti University of Aplied Sciences
In my studies I gained good understanding of businesses in general but my main focus was on management and communication studies. During my last years I mainly worked on service design projects. In those I was able to combine my designer skills, current work experience in customer service and ongoing business studies. I did 65/230 ECTS Service Design with average grade 4,5/5 - I found my calling.
Product Designer, Lahti University of Aplied Sciences
I gained good skills in design and got to know talented people from every department of Lahti Design Institute. I did exchange period in Eindhoven Design Academy in Netherlands. My work, "MaMu" chair, co-designed with M. Aspelin, was exhibited in Osaka, Japan, in Osaka Design competition's Final Review 1999.