Mert Arıkan
Managing Partner; Business Development & Innovation Projects at Makers Consulting- Claim this Profile
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English Full professional proficiency
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Bio
Rishi Khaitan
I had the opportunity to work with Mert when he joined Satyam as one of the interns participating in Satyam's global diversity program. Mert was the first among 200 interns who participated in the program and I have no hesitation in saying that he stood out as one of the best individuals I have met. He effortlessly adapted to the local culture and used his excellent networking skills to gain business knowledge and build relationships with various people within the organization. Mert was also a great mentor to the other interns who joined the program after him. I would love to have the opportunity to work with him again in the future!
Esin Ceren Ahıska
i had the pleasure of working with Mert at Enerjisa, collaborating on delivering company’s first digital solutions for Enterprise customers. I was particularly impressed by Mert’s ability to get people on board and motivate his team members. And his contagious laughter always helped him share his positive energy. I certainly miss working him and always recommend him as a great team member or a leader.
Rishi Khaitan
I had the opportunity to work with Mert when he joined Satyam as one of the interns participating in Satyam's global diversity program. Mert was the first among 200 interns who participated in the program and I have no hesitation in saying that he stood out as one of the best individuals I have met. He effortlessly adapted to the local culture and used his excellent networking skills to gain business knowledge and build relationships with various people within the organization. Mert was also a great mentor to the other interns who joined the program after him. I would love to have the opportunity to work with him again in the future!
Esin Ceren Ahıska
i had the pleasure of working with Mert at Enerjisa, collaborating on delivering company’s first digital solutions for Enterprise customers. I was particularly impressed by Mert’s ability to get people on board and motivate his team members. And his contagious laughter always helped him share his positive energy. I certainly miss working him and always recommend him as a great team member or a leader.
Rishi Khaitan
I had the opportunity to work with Mert when he joined Satyam as one of the interns participating in Satyam's global diversity program. Mert was the first among 200 interns who participated in the program and I have no hesitation in saying that he stood out as one of the best individuals I have met. He effortlessly adapted to the local culture and used his excellent networking skills to gain business knowledge and build relationships with various people within the organization. Mert was also a great mentor to the other interns who joined the program after him. I would love to have the opportunity to work with him again in the future!
Esin Ceren Ahıska
i had the pleasure of working with Mert at Enerjisa, collaborating on delivering company’s first digital solutions for Enterprise customers. I was particularly impressed by Mert’s ability to get people on board and motivate his team members. And his contagious laughter always helped him share his positive energy. I certainly miss working him and always recommend him as a great team member or a leader.
Rishi Khaitan
I had the opportunity to work with Mert when he joined Satyam as one of the interns participating in Satyam's global diversity program. Mert was the first among 200 interns who participated in the program and I have no hesitation in saying that he stood out as one of the best individuals I have met. He effortlessly adapted to the local culture and used his excellent networking skills to gain business knowledge and build relationships with various people within the organization. Mert was also a great mentor to the other interns who joined the program after him. I would love to have the opportunity to work with him again in the future!
Esin Ceren Ahıska
i had the pleasure of working with Mert at Enerjisa, collaborating on delivering company’s first digital solutions for Enterprise customers. I was particularly impressed by Mert’s ability to get people on board and motivate his team members. And his contagious laughter always helped him share his positive energy. I certainly miss working him and always recommend him as a great team member or a leader.
Credentials
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Associate Certified Coach (ACC)
International Coaching FederationAug, 2021- Nov, 2024
Experience
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Makers Consulting
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Türkiye
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Business Consulting and Services
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1 - 100 Employee
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Managing Partner; Business Development & Innovation Projects
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Nov 2021 - Present
Responsible for the performance, customer strategy and alignment of the organization’s revenue generation operations.Managing the full sales cycle with the team from end to end; business development, customer success, back office activities Supporting the team in key innovation projects and facilitate workshops Business Development & Partnership Activities:Being the primary contact to manage both inbound/outbound leads and carry out the related sales development activitiesManaging proposal preparation with the team, contracts and negotiating the terms & conditions Applying the Key Account Management concept with the existing accounts, Tier 1 customersProduct Owner & Customer Success Roles:Carrying out the Product Owner (PO) Role since the organization has started to work with Agile Approach; responsible for planning the critical activities in a weekly basis and assigning the consultants for the related tasks Managing the customer success related activities proactively by making sure the satisfaction surveys are applied, analyzing the scores - setting up customer meetings to share the results and get feedback, building action list for the team accordingly Innovation Projects & Workshop Facilitation Roles:Taking active role in order to support the team in strategic innovation projects, bringing sales & customer centric perspective in related areasFacilitating workshops with project teams and top-mid level management teams Show less
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Director of Business Development and Innovation
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Nov 2020 - Oct 2021
Being the primary contact to face inbound leads and to get in touch with the new customers and carrying out sales development activities in line with customer requirementsPreparing proposals, managing contracts and negotiating the terms & conditions during the sales processApplying the Key Account Management concept in order to maintain the relationship with the existing accounts, Tier 1 global and Turkish compnanies in order to develop new service linesMeeting with the potential business partners in order to create a win-win situation for all parties while serving to the customers Carrying out the Product Owner (PO) Role since the organisation has started to work with Agile Aprroach; responsible for planning the critical activities in a weekly basis and assigning the consultants for the related tasks Serving as the lead point of contact to solve problems for a wide range of customers including industrial manufacturers, telecom, banking, healthcare, retail, fmcg and fashion companies in handling respective complaints,Managing the back-office activities including invoicing and cash collectionTaking active role in delivery services by managing the workshops/ideathons as the main facilitator and serving in a senior consultant profile in consultancy projects Show less
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Manager of Business Development and Innovation Projects
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Nov 2019 - Nov 2020
Being the primary contact to face inbound leads and to get in touch with the new customers and carrying out sales development activities in line with customer requirementsPreparing proposals, managing contracts and negotiating the terms & conditions during the sales processApplying the Key Account Management concept in order to maintain the relationship with the existing accounts, Tier 1 global and Turkish compnanies in order to develop new service linesServing as the lead point of contact to solve problems for a wide range of customers including industrial manufacturers, telecom, banking, healthcare, retail, fmcg and fashion companies in handling respective complaints,Besides effectively managing the entire sales cycle also keeping an eye on the main steps; service delivery, issuing the invoice, cash collection, applying customer satisfaction surveys and evaluating the results with the team and taking related actionsAlso taking active role in delivery services by managing the workshops/ideathons as the main facilitator and serving in a senior consultant profile in consultancy projects Show less
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Trendyol Group
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Türkiye
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Technology, Information and Internet
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700 & Above Employee
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Customer Experience Development & Training Manager
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May 2019 - Jul 2019
Redesigning and improving customer journeys regarding shopping, delivery, return and querying, taking NPS and CSAT based improvements and actions, and effectively managing a team of 8 (including process improvement, quality assurance, training, reporting and analysing personnel) in the process, Developing action plans in line with the customer insights, conducting benchmarking studies to identify internal opportunities for improvement and actively leading cross-functional project groups, Redesigning and developing internal blueprint (system based) processes as well as the design processes of Trendyolgroup abroad (Germany market); executing the training and development of voice and chat customer solution teams by priotizing quality assurance, and reporting and analyzing all related activities such as categories, suppliers etc. triggered by NPS/CSAT, customer calls, complaints etc. Show less
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Enerjisa
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Türkiye
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Utilities
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700 & Above Employee
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Customer Experience Team Leader
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Nov 2015 - Jul 2019
As the Customer Experience Team Leader, mainly responsible for re/designing and improving customer journeys and creating an overall roadmap to increase the efficiency of key touch points and operational processes in general,Effectively managing a team of 4 and leading the team through 4 major customer journeys; moving, joining (sales renewal, win-back), paying (invoicing, dunning) and querying (complaint & application management) in the mass market, Identifying KPIs regarding customer journeys and analyzing customer feedback to develop the necessary action plans, also collaborating with cross-functional teams to operate more efficiently,Actively interacting with a variety of business parties from group manager to CEO level, acting as the change leader who enables the company to change its overall activities towards a more customer centric approach via workshops, immersions, CX Talks etc.Serving as the link between Enerjisa and E.ON’s Central CX team & regional units to ensure the implementation of best practices, leading various customer experience projects and representing Enerjisa in international workshops. Show less
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Sales Operational Development Process Leader
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Apr 2014 - Oct 2015
Mainly responsible for designing and improving individual sales process and respective channel activities, formulating new ideas and coming up with valuable suggestions in compliance with the related regulations,Conducting benchmarking to asses existing performance and identify gaps within the organizational processes in order to achieve a competitive advantage and design an efficient roadmap,Driving efforts to increase the overall customer experience, actively maintaining the relationships with E.ON and implementing respective E.ON practices to Turkey operations, Also analyzing operational efficiency regarding contract renewal, retention sales desk, the behaviors of the agents in the process etc., identifying the ideal actions by collaborating with other departments. Show less
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Senior Key Account Manager
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Jul 2010 - Mar 2014
Effectively managing large-scale customer relations by acquiring a thorough understanding of key customer needs and requirements; generating new leads by analyzing the market and identifying potential customers,Serving as the lead point of contact to solve problems for a wide range of customers including organized industrial zones, industrial manufacturers, telecom companies, hospital chains and more and handling respective complaints,Securing various large accounts such as Philip Morris, Nestle, Mercedes; also maintaining relationships with existing major customer including Mc Donald’s and CarrefourSA, Preparing proposals/contracts and negotiating the necessary details during the customer visits, executing respective revises and applying changes in payment conditions if necessary,Carrying out sales development activities in line with customer requirements, conducting profitability analysis and actively monitoring market/industry conditions and regulation changes to inform customers,** Ensuring a 100% performance rate regarding the renewal of existing contracts. Show less
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Account Manager
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Aug 2007 - Jun 2010
Mainly serving as the lead point of contact for existing customer account management matters and maintaining strong, long-lasting relationships by assisting respective requests or issues as needed,Executing complaint management processes and ensuring overall efficient portfolio management by developing trusted advisor relationships with the accounts,Issuing customer bills and organizing activities to provide timely deliveries in coordination with distribution companies, also visiting distribution companies to resolve the technical problems,Monitoring industry and market trends as well as the regulations to maintain updated, insightful knowledge regarding business operations. Show less
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Satyam Computer Services Ltd
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India
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Information Technology & Services
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1 - 100 Employee
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Research Analyst
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Jan 2005 - May 2006
As a part of AIESEC internship program, mainly responsible for generating proactive, IT-based and country/industry-specific reports for the internal business units through the databases such as Gartner, Forrester, AMR Research as well as the data compiled from the internet, Monitoring potential industries and the companies in line with the target market, conducting feasibility studies and overall market research and analyzing competition by actively operating within the market intelligence unit under global marketing directorate, Also, analyzing the IT infrastructures of target customers to drive the sales of various SAP/Oracle products, actively communicating with the customers to understand their requirements and responding to the market intelligence queries directed from the different business units. Show less
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Education
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2017 - 2017
Moscow International Higher Business School MIRBIS (Institute)
Executive MBA International Week Program -
2013 - 2015
Sabanci University
Master of Business Administration - MBA, Business Administration and Management, General -
2014 - 2014
Massachusetts Institute of Technology
Leadership & Entrepreneurship Program -
2000 - 2004
Dokuz Eylul University
Bachelor's degree, Business Administration
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