Timo Tolonen

Head of Community @Welocalize

London, GB

Support & enable the global community of thousands of freelancers, agencies, and workers completing tasks and projects on behalf of Welocalize & Welo Data and our clients. Create and run a multi-disciplinary and global team across all community touch points:1. Community Operations, Tech, & Platform team to reduce manual work and platform friction by automating business process, tech integrations, and supporting Engineering roadmaps, as well as working with key stakeholders and teams across the business to up-level their community-facing activities.Key wins: thousands of hours saved each month through Robotic Process Automations, platform roadmap populated with user and community feedback, cost of operations reduced (ticket volumes, time spent on support, manual tasks reduced etc.)2. Support & Onboarding - provide support and ensure operationally solid onboarding of workers onto the Welocalize platforms. Provide user experience feedback for development roadmap to prevent support issues from being generated. Key wins:>96% satisfaction rating, full resolution under 5 hours, double the volumes of onboardings and then doubled again over 2 years with effectively the same team size. Trust & Safety team and created systems and processes for misrepresentation/fraud management throughout the member lifecycle. Implement 3rd party systems and build internal detection mechanisms.Key wins:<10% manual effort on detection and removal of fraudulent behaviour, hundreds of thousands of interactions analysed automatically for fraud signals. Run external red team exercises with no critical vulnerabilities detected.4. Social media & community team to monitor, escalate, report, and engage with external communities to understand sentiment, feedback, and pain points for the global community, as well as drive retention and improvement in NPS.Key wins: improved NPS score, feedback loops from community into program development, improved open-rates on communication etc.

University for the Creative Arts

Bachelor’s Degree, Film & Video Production