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Taina Kunelius
Head of Before and after jouney CX at Finnair
Professional Background
Kunelius Taina is a seasoned customer experience professional with an impressive operational and strategic background in the airline industry. With over a decade of comprehensive experience at Finnair, Kunelius has dedicated her career to enhancing customer satisfaction and successfully implementing change within large-scale organizations. Her extensive journey through multiple leadership roles, including Head of Before and After Journey CX, showcases her ability to lead teams and innovate processes that drive positive customer interactions. Kunelius's expertise in customer experience encompasses not just the performance metrics of service delivery, but also the emotional nuances that define a seamless customer journey.
Her career at Finnair has allowed her to evolve from a Supervisor to various management positions, culminating in her current leadership role where she focuses on pre- and post-service customer experiences. In her capacity as Head of Global Contact Centers, she was pivotal in optimizing service operations and ensuring alignment with customers' needs, further solidifying Finnair’s reputation for exceptional service. Kunelius has a proven track record of managing global transitions, demonstrating her change management expertise in guiding teams through significant shifts in operational structure.
Education and Achievements
Kunelius's academic journey is marked by a robust foundation in business administration and management. She earned her Master’s degree in Business Administration and Management from Haaga-Helia University of Applied Sciences, a prestigious institution known for nurturing future leaders in business sectors. Before achieving her Master's, Kunelius completed her Bachelor’s degree in business, HR, and leadership at the same university, which equipped her with fundamental knowledge and skills applicable to managing and developing human capital.
Her educational background also includes specialized training in marketing with a focus as a Merkonomi from Helsingin Kauppaopisto. Kunelius’s foundational education at institutions like Vuosaaren Lukio and Waterville High School emphasizes her long-standing commitment to academic excellence and personal development.
Community Engagement and Personal Interests
Outside of her professional commitments, Kunelius is a family-oriented individual who enjoys spending quality time with loved ones. Her favorite pastime is gathering by Lake Saimaa, where the natural beauty and tranquility provide her the perfect backdrop for relaxation and connection. This balance between her professional aspirations and personal well-being speaks to her holistic approach to life and work, an essential factor in effective leadership.
Achievements
Throughout her career, Kunelius has achieved notable milestones that testify to her impactful leadership and strategic vision in customer experience. Her role in spearheading initiatives aimed at improving global contact center operations has not only enhanced customer satisfaction but has also streamlined services effectively, contributing to greater operational efficiency at Finnair. The global transitions and implementations managed by Kunelius underscore her ability to navigate complex organizational changes, successfully bringing teams together to adapt to new methodologies and technologies that enhance customer service.
Kunelius's pursuit of excellence in customer experience and change management positions her as an influential figure in the airline industry. She remains driven by her passion for people and her commitment to creating environments where teams can thrive and innovate. As she continues her journey in the customer experience landscape, Kunelius is dedicated to developing new ways of working that align with the evolving needs of customers and organizations alike.
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Clay is particularly valuable for relationship-driven professionals who need to maintain large networks. The app is popular among many industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. Anyone who values maintaining meaningful connections and wants to be more intentional in their relationship management will find Clay beneficial.
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