Experience

DRD Filo Kiralama

• Türkiye
• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Customer Service Manager

  • Aug 2017 - Present



Turk Telekom

• Türkiye
• Telecommunications
• 700 & Above Employee

• Self Service Channels Manager -

  • Jan 2016 - Jul 2017



Avea

• Self Service Channels Manager

  • Jan 2008 - Jan 2016

  -Alternative and self service channel developments, -Managing full life cycle of self service products and channels-Customer Care Inbound IVR, Outbound IVR and Vas IVR Services management -Online Self Services Web, Mobile Application, E-care, Web Chat -SMS, Ussd Channels, Kiosk - Visual IVR Service / Channel-Siebel Champaign Management Tools-Developing and delivering of marketing and promotional campaigns for alternative channels that provide sales leads to branches-Preparing monthly and quarterly management reports containing company performance criteria and analysis.-Develop, purchase and implement new channels, beneficial services for solution of customer needs in digital channels.Channels Management : -Responsible for communication between customer operations, marketing experience, regulations, and technical departments-Coordinating special sales activities and promotions within the Self Service channels-Systematic monitoring of opportunities and risks, estimating areas that are open to developmentCampaign Management : -Developing campaign management system and internal Channels, Scheduling, execution, evaluating and reporting campaigns of consumer, corporate and VAS segments, -Managing demand and capacity with campaign management team,-Developing of customer retention, penetration and churn measurement processes, -implementing new CRM models and tools in order to improve campaign processes and customer experience

• Customer Care Process Management Manager

  • Dec 2007 - Dec 2008

  Customer Process Management Managing new offers for churn & retention campaignsRetention offer & process management of customer CareCreating new sales & campaign process throughout the needs of market,

• Avea Customer Care – Corporate & SME High Value Line Manager

  • Dec 2006 - Dec 2007

• Avea Customer Care – Corporate CC Supervisor

  • Nov 2001 - Dec 2006

• Avea Customer Care – Team Leader

  • Dec 2000 - Nov 2001



Yapı Kredi

• Türkiye
• Banking
• 700 & Above Employee

• YKB Call Centre Agent;

  • 1998 - 2000