Ellinoora Aurasmaa

Service Manager with 6+ years of experience in e-commerce and IT services within a Shopify Plus agency environment. Strong background in service management, helpdesk operations, client-facing project coordination, and cross-functional collaboration. Known for a service-oriented, solution-focused approach, quickly learning new technologies, improving processes, and ensuring high-quality service delivery for both international and Finnish clients.

Service Manager at Woolman Oy (2021-10 – Present)

• Act as the primary point of contact for multiple international and Finnish e-commerce clients within a Shopify Plus agency environment
• Ensure successful end-to-end service delivery through close coordination of design, development, and strategy teams
• Translate client needs into actionable tasks, manage priorities, and ensure alignment across teams
• Lead client projects including planning, requirement clarification, stakeholder coordination, and delivery follow-up
• Manage helpdesk operations: handle service requests, investigate incidents, and drive timely resolutions with technical teams
• Build long-term client relationships through transparent communication and proactive service improvement
• Continuously improve service processes to maintain high service levels and operational efficiency

Customer Success Specialist at Woolman Oy (2018-09 – 2021-10)

• Provided day-to-day support for e-commerce clients through helpdesk operations
• Handled service requests and investigated technical and operational issues
• Collaborated closely with internal teams to ensure timely and high-quality resolutions
• Supported clients in daily platform usage and clarified system behavior
• Contributed to a smooth, reliable, and customer-focused support experience

Bachelor's Degree in Software Engineer – Jamk University of Applied Sciences (2014 – 2018)

Vocational Qualification in Business – Koulutuskeskus Salpaus (2011 – 2014)