Experience

Ankara Sigorta

• Türkiye
• Insurance
• 100 - 200 Employee

• Corporate Communications & Customer Relations Manager

  • Aug 2022 - Present



TMT Sigorta

• Customer Experience Sales & Marketing Manager

  • Jan 2021 - Jul 2022

  İstanbul, Türkiye • Regional sales network and ensuring general coordination, and following up by making region-based performance analyzes. • Following and reporting the sales trend, organizing sales campaigns and following up the implementation. • To monitor and report agency performances. • Organizing social media account activities parallel with advertising management. • To determine and implement customer service goals and strategies in line with company goals, to monitor and… Show more • Regional sales network and ensuring general coordination, and following up by making region-based performance analyzes. • Following and reporting the sales trend, organizing sales campaigns and following up the implementation. • To monitor and report agency performances. • Organizing social media account activities parallel with advertising management. • To determine and implement customer service goals and strategies in line with company goals, to monitor and report the data of the customer service team. • Establishing the Complaints Management Team and delivering efficiency reports. Show less



MAPFRE

• Spain
• Insurance
• 700 & Above Employee

• Customer Experience Manager

  • Mar 2018 - Dec 2020

  • To determine the customer services targets and strategies by considering customer satisfaction in line with company goals. • Establishing, managing, monitoring and reporting the inhouse and outsource teams of the Customer Services unit. (Complaint Management Team, Claims and Staff, Healthcare Customer Service, Agency Support (Helpdesk) team, Assistance (Auto and Home). • To follow the analysis, observation and control of the current processes of Customer Satisfaction, to ensure… Show more • To determine the customer services targets and strategies by considering customer satisfaction in line with company goals. • Establishing, managing, monitoring and reporting the inhouse and outsource teams of the Customer Services unit. (Complaint Management Team, Claims and Staff, Healthcare Customer Service, Agency Support (Helpdesk) team, Assistance (Auto and Home). • To follow the analysis, observation and control of the current processes of Customer Satisfaction, to ensure that the satisfaction calls are handled properly. To ensure that regulatory and preventive actions are determined by analyzing complaints. • Establishing a quality and reporting system within Customer Services. Determining the strategy for efficiency and performance management, planning and monitoring the budget of in-house and outsource customer services and assistance teams, ensuring the planning of internal and external trainings, ensuring the preperation of training documents. • To contribute to all the necessary work to achieve the goals, to work in coordination with the relevant teams, to be involved in the projects. To organize meetings with our sales channels (agencies and brokers) to analyze their expectations. • To lead the establishment of Customer Services IVR, to ensure that all services are collected on a single number, to ensure the establishment of a mail management and call recording system. • To ensure an award at the Flawless Customer Experience Competition at the A.C.E Awards 2019 which was organized by Şikayet Var. To ensure that the ISO 10002 Customer Satisfaction Certificate is received.

• Call Center Unit Manager

  • Jun 2012 - Mar 2018



Callpex Customer Center

• Türkiye
• Consumer Services
• 1 - 100 Employee

• Denizbank Project Manager

  • May 2011 - Jun 2012

  • To ensure that Denizbank Project is established within CALLPEX. Being responsible for Denizbank-CALLPEX communication channels. To ensure that the operation is followed accurately. • To ensure that the activities carried out properly within the scope of the project with a sharp focus on goals and customer satisfaction. Reporting the results to senior managers.

• Avea Inbound and Outbound Manager

  • May 2011 - Dec 2011



Mobilnet

• Türkiye
• Telecommunications
• 1 - 100 Employee

• Customer Service OB and Back Office Manager

  • Sep 2009 - May 2011

  • Managing the team which Unemployment and Personal Accident Insurances are sold, ensuring that sales activities are reported to the senior management. • Organizing sales activities to increase sales. • To ensure the establishment of the Back Office team, organizing the making of persuasion and collection calls. • Managing the Quality Assurance team and planning their trainings.



ELITE CARD

• Belgium

• Customer Services Manager

  • Nov 2008 - Sep 2009

  • To provide the reporting of activities to the senior management by making accident insurance sales performance analysis. • Ensuring that motivation tools are derived and applied to increase sales. • Planning the scale for bonus payments and setting targets to increase sales activity.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Complaint Manangement

  • Jun 2004 - Jul 2008

  İstanbul, Türkiye • Working in coordination with the relevant Head Office units and / or branches in order to correct system problems detected while analyzing customer notifications. • To make suggestions to increase the service quality provided to customers, to improve the workflow and the existing system.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Services Agent

  • Jun 2000 - Jan 2004

  İstanbul, Türkiye •Guiding team members in the sales of retail banking products. Providing team motivation, preparing sales reports for management and making presentations. • Contributing to corporate development by taking active roles in developing projects and feaseble new ideas in line with customer demands. • To provide customer satisfaction-oriented services in investment and other banking transactions (EFT, Money Transfer, Credit Card, etc.). • To increase the awareness of alternative… Show more •Guiding team members in the sales of retail banking products. Providing team motivation, preparing sales reports for management and making presentations. • Contributing to corporate development by taking active roles in developing projects and feaseble new ideas in line with customer demands. • To provide customer satisfaction-oriented services in investment and other banking transactions (EFT, Money Transfer, Credit Card, etc.). • To increase the awareness of alternative channels in line with the corporate goals. • I received an individual success award for popularizing the usage of Internet Banking. Show less