Katja Heiniö

Katja Heiniö has over 22 years of experience at Finnair, currently serving as Team Manager in Support and Aftercare Management, focusing on end-to-end disruption management and fostering a positive team environment. Previously, Katja held various roles including Subject Matter Expert, ensuring quality assurance in global Contact Centers, and managing demanding customer service situations. Early career experience includes positions as a Specialist in Reservations & Ticketing and Customer Service Representative, as well as roles in Scandic Hotels and Riekko-Hotellit, where responsibilities involved managing reception duties and overseeing cash transactions. Katja holds a Bachelor's Degree in Hospitality Administration/Management from Lapland University of Applied Sciences.