Osku Hakla

Business-oriented professional with hands-on experience in high-volume customer operations within regulated digital environments, including payment-related inquiries and account management. Experienced in fast-paced international settings with a strong focus on problem-solving, process adherence and operational efficiency. Looking to progress within payments, KYC/onboarding, risk, fraud prevention or operational management roles in the iGaming or FinTech sector.

Middle Level Customer Support Agent at International Customer Support Provider (confidential) (2024-12 – Present)

• Provided customer support for international clients operating in regulated digital industries, with a focus on online gaming platforms.
• Handled payment-related inquiries, account issues, document checks and related operational queries in a high-volume environment.
• Adapted quickly to the requirements of multiple international brands and was promoted to Middle Level after approximately one year due to strong performance.

Business Developer at Aarre App (2022-01 – 2023-12)

• Built and expanded partnerships with nearly 20 B2B companies.
• Drafted, negotiated and successfully closed commercial agreements with B2B partners.
• Handled the full negotiation cycle through to signed contracts, with closing being the most demanding stage.
• Also negotiated freelancer SLAs and managed recruitment.

Data Analyst Intern at Xamk – South-Eastern Finland University of Applied Sciences (2021-04 – 2021-06)

• Analysed student behaviour and performance data on the university's online platforms.
• Prepared reports and presentations with findings and recommendations for improvement.

Customer Negotiator, Part-time Team Leader at Suoramarkkinointi Mega Oy (2018-07 – 2020-10)

• Led and motivated a part-time team of 5–10 people to achieve sales targets.
• Supported team members' professional development while consistently delivering results.

Bachelor of Business Administration in Data Analytics and Visualization – XAMK - South-Eastern Finland University of Applied Sciences (2019-08 – 2022-12)