Cagan Cerkez
Operations and Support Specialist at Tapaas- Claim this Profile
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Bio
Katherine G Manuel
Cagan has proved to be an excellent people manager, working with his direct reports to innovate for Thomson Reuters in 2016. Cagan is demonstrating genuine support as a manager, living our values and working hard to allow innovation to flourish within the team.
Katherine G Manuel
Cagan has proved to be an excellent people manager, working with his direct reports to innovate for Thomson Reuters in 2016. Cagan is demonstrating genuine support as a manager, living our values and working hard to allow innovation to flourish within the team.
Katherine G Manuel
Cagan has proved to be an excellent people manager, working with his direct reports to innovate for Thomson Reuters in 2016. Cagan is demonstrating genuine support as a manager, living our values and working hard to allow innovation to flourish within the team.
Katherine G Manuel
Cagan has proved to be an excellent people manager, working with his direct reports to innovate for Thomson Reuters in 2016. Cagan is demonstrating genuine support as a manager, living our values and working hard to allow innovation to flourish within the team.
Credentials
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Project Management Professional (PMP)®
The Project Management Institute (PMI)Jun, 2018- Nov, 2024
Experience
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Tapaas
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Australia
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IT Services and IT Consulting
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1 - 100 Employee
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Operations and Support Specialist
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Apr 2019 - Present
Maintaining the reliable operation of the company's SaaS Big Data Analytics and Risk Management platforms, work with customers, technology partners and product development team to assure quick resolution of a variety of customer and technical issues, identify opportunities to enhance customer success, perform business analysis & support including training and assistance with the customisation of Taapas's strong visualisation and notification facilities with a clear focus on automation, DevOps, and Continuous Integration/Continuous Delivery. Show less
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Thomson Reuters
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Canada
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Software Development
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700 & Above Employee
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Customer Support Technical Team Manager
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Feb 2016 - Mar 2019
Operational management of the technical support desk comprising of 10 agents providing English, Arabic, Turkish and Greek support to Refinitiv customers in the MEA region. Duties include coaching and assessing staff to deliver excellent customer service, maintaining and improving key performance measures, proactively managing customer issues and acting as the first level escalation for the team, delivering key projects to improve customer service, recruiting and selecting staff that will fit within the team, ensuring staff understand and adhere to procedures, working with the team to reduce the volume and time of outstanding service requests. Show less
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Technical Specialist
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Oct 2015 - Feb 2016
Take full ownership of more complex inquiries and support the customer directly, primarily act as a resolver but also as a mentor to help develop frontline agents, transfer knowledge and assist development of frontline staff through training and mentoring, proactively recognize and report on trends leading to recurring customer problems, increase the efficiency of customer support teams by refining support procedures, implementing innovative ideas, new methods of working, while working closely together with the management team, assist team leader with daily activities and act as a deputy during team leader’s absence. Show less
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Senior Technical Support Executive
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Mar 2015 - Oct 2015
Resolving clients’ technical queries related to Thomson Reuters Financial Products (incl. Thomson Reuters Eikon and Dealing 3000) in Africa, Middle East & Turkey, via remote connection or over the phone.
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Technical Support Executive
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Mar 2010 - Mar 2015
Resolving clients’ technical queries related to Thomson Reuters Financial Products (incl. Thomson Reuters Eikon and Dealing 3000) in Africa, Middle East & Turkey, via remote connection or over the phone.
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Kiymet Trading
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Nicosia, Cyprus
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Electrical Engineer
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Jan 2010 - Mar 2010
Duties included assisting in the preparation of applications for tenders in the electricity sector in northern Cyprus and the buffer zone (UN) and carrying out & monitoring the electrical engineering projects undertaken by the company. Duties included assisting in the preparation of applications for tenders in the electricity sector in northern Cyprus and the buffer zone (UN) and carrying out & monitoring the electrical engineering projects undertaken by the company.
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Resource Efficiency Achievement Project
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Nicosia, Cyprus
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Regulatory Engineer
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Oct 2006 - Oct 2007
Duties included working on local electricity utility's tariff setting procedures, creating the required framework to establish an independent regulatory agency in northern Cyprus, analyzing electricity utility’s meter reading, billing and collection procedures, assisting in the preparation of an EU compliant electricity law, examining the interconnection possibility of the two separate grids in Cyprus and establishing the communication between the local and international experts by preparing and giving presentations, arranging meetings and translating the required documents from Turkish/English to English/Turkish. Show less
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Education
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2007 - 2008
University College London, U. of London
Master's Degree, Environmental Design and Engineering -
2002 - 2006
Michigan Technological University
Bachelor's Degree, Electrical Engineering
Community
