Experience

Back Up Bireysel Ürünler Satış ve Pazarlama A.Ş.

• Türkiye
• Advertising Services
• 1 - 100 Employee

• Operation Support Director

  • Mar 2014 - Present

  Operation Support Department that includes teams of Process Improvement & IT Development , Quality Assurance and Management Information System & Reporting . Main responsibilities are listed below:  Responsible of analysing business requirements, doing all the documentations that support Marketing, Sales and all departments in the company, developing CRM system (IAS) and .net platforms to meet the needs of the business  Leading all aspects of quality monitoring with emphasis on… Show more Operation Support Department that includes teams of Process Improvement & IT Development , Quality Assurance and Management Information System & Reporting . Main responsibilities are listed below:  Responsible of analysing business requirements, doing all the documentations that support Marketing, Sales and all departments in the company, developing CRM system (IAS) and .net platforms to meet the needs of the business  Leading all aspects of quality monitoring with emphasis on continuing to improve operational results and continuous performance improvement and operational excellence  Providing guidance in maintaining all the reports that are used for monitoring KPI’s and taking corrective actions where required  Working with various internal teams (e.g. Product Development, Finance , Operations etc.) and also clients to help drive tools and process improvements  Managing or taking part in projects in the company , setting action plans, processes, procedures, and deadlines for each project (Sales Force , Customer app, Datapal etc)  As the project manager of CRM upgrade project , engaging all business and technical teams in order to achieve the delivery of a successful implementation of upgraded version of CRM system, managing all technical and business analysis, development and user tests, regularly reporting to Steering committee in USA Show less Operation Support Department that includes teams of Process Improvement & IT Development , Quality Assurance and Management Information System & Reporting . Main responsibilities are listed below:  Responsible of analysing business requirements, doing all the documentations that support Marketing, Sales and all departments in the company, developing CRM system (IAS) and .net platforms to meet the needs of the business  Leading all aspects of quality monitoring with emphasis on… Show more Operation Support Department that includes teams of Process Improvement & IT Development , Quality Assurance and Management Information System & Reporting . Main responsibilities are listed below:  Responsible of analysing business requirements, doing all the documentations that support Marketing, Sales and all departments in the company, developing CRM system (IAS) and .net platforms to meet the needs of the business  Leading all aspects of quality monitoring with emphasis on continuing to improve operational results and continuous performance improvement and operational excellence  Providing guidance in maintaining all the reports that are used for monitoring KPI’s and taking corrective actions where required  Working with various internal teams (e.g. Product Development, Finance , Operations etc.) and also clients to help drive tools and process improvements  Managing or taking part in projects in the company , setting action plans, processes, procedures, and deadlines for each project (Sales Force , Customer app, Datapal etc)  As the project manager of CRM upgrade project , engaging all business and technical teams in order to achieve the delivery of a successful implementation of upgraded version of CRM system, managing all technical and business analysis, development and user tests, regularly reporting to Steering committee in USA Show less



Turkcell Global Bilgi

• Türkiye
• Telecommunications
• 700 & Above Employee

• Unit Manager

  • Oct 2010 - Mar 2014

   Managing a support team of 10 members and Back Office unit with app. 150 staff members and 4 team leaders  Coordination of staff recruitment, training , coaching , motivation , bonus , rewards, incentive schemes in collaboration with Human Resources  Implementing efficiency, quality, and customer-service standards agreed with the customer , to resolve problems, to determine system improvements and implement change  Identifying, developing and implementing processes to enhance… Show more  Managing a support team of 10 members and Back Office unit with app. 150 staff members and 4 team leaders  Coordination of staff recruitment, training , coaching , motivation , bonus , rewards, incentive schemes in collaboration with Human Resources  Implementing efficiency, quality, and customer-service standards agreed with the customer , to resolve problems, to determine system improvements and implement change  Identifying, developing and implementing processes to enhance operation and provide ongoing quality improvement  Contributing to forecasting and analysing data against budget figures on a weekly and/or monthly basis  Preparing business requirements and lead the project for new Back Office system (named as NEO) which aims task prioritization and SLA management automatically  Participating in projects such as continual improvement process, monitoring dashboard for inbound & back Office operations, Customer Satisfaction reporting with real-time satisfaction surveys (Müşterimetre), Self Service Channel Management (IVR , SMS, WEB portal ) Show less  Managing a support team of 10 members and Back Office unit with app. 150 staff members and 4 team leaders  Coordination of staff recruitment, training , coaching , motivation , bonus , rewards, incentive schemes in collaboration with Human Resources  Implementing efficiency, quality, and customer-service standards agreed with the customer , to resolve problems, to determine system improvements and implement change  Identifying, developing and implementing processes to enhance… Show more  Managing a support team of 10 members and Back Office unit with app. 150 staff members and 4 team leaders  Coordination of staff recruitment, training , coaching , motivation , bonus , rewards, incentive schemes in collaboration with Human Resources  Implementing efficiency, quality, and customer-service standards agreed with the customer , to resolve problems, to determine system improvements and implement change  Identifying, developing and implementing processes to enhance operation and provide ongoing quality improvement  Contributing to forecasting and analysing data against budget figures on a weekly and/or monthly basis  Preparing business requirements and lead the project for new Back Office system (named as NEO) which aims task prioritization and SLA management automatically  Participating in projects such as continual improvement process, monitoring dashboard for inbound & back Office operations, Customer Satisfaction reporting with real-time satisfaction surveys (Müşterimetre), Self Service Channel Management (IVR , SMS, WEB portal ) Show less



Turkcell Superonline

• Telecommunications
• 700 & Above Employee

• Senior Specialist

  • Nov 2007 - Oct 2010

  Self Service Channels Management in startup and Outsource Management of Call Center teams in 3 different locations Self Service Channels Management in startup and Outsource Management of Call Center teams in 3 different locations



AVEA

• Türkiye
• Telecommunications
• 1 - 100 Employee

• Unit Manager

  • Jan 2001 - Oct 2007

  May2006– Oct 2007 Channel Development Unit Manager ; Sep 2003 – May 2006 Systems & Process Improvements Senior Specialist ; Jan 2001 - Sep 2003 Systems & Processes Improvements Specialist ; May2006– Oct 2007 Channel Development Unit Manager ; Sep 2003 – May 2006 Systems & Process Improvements Senior Specialist ; Jan 2001 - Sep 2003 Systems & Processes Improvements Specialist ;