Merve Yurtbaşı, MA
Customer Service Manager at Ruptly- Claim this Profile
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Bio
Credentials
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“Webinar on Verifying Video in the Pandemic Era” – Ruptly Verification Unit
Asia Pacific Broadcasting UnionJun, 2020- Sep, 2024 -
Certified Translator
21st Notary Public of TurkeyDec, 2018- Sep, 2024 -
Honors Student
Bilkent UniversityJan, 2015- Sep, 2024 -
Honors Student
Bilkent UniversityJun, 2014- Sep, 2024 -
Corporate Social Responsibility Project
Bilkent UniversityJun, 2012- Sep, 2024
Experience
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Ruptly
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Germany
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Media Production
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100 - 200 Employee
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Customer Service Manager
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May 2021 - Present
-Management of international customer service team (Team Leaders and Client Supervisors)-Hiring, onboarding and training the client service staff- Introduced, developed and implemented customer service key performance indicators- Ensuring the KPIs are met to deliver best in class customer experience- Interdepartmental liaison to improve workflows- Ownership of the customer support journey, providing insights into better conversation to sale, retention of clients based on qualitative and quantitative information- Ensuring best in class customer service and developing/updating processes and materials- Ensuring a good team climate - high level of motivation and happiness Show less
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Senior Client Supervisor
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Dec 2020 - May 2021
- As being the first leading person of the client service team, ensuring the successful and smooth day to day operations of the client support desk- Ensuring optimum employee performance by providing continuous feedback and building employees “knowledge and skill set”- Filtering and interviewing candidates for Client Supervisor role- Developing, motivating, evaluating and coaching staff on work procedures- Monitoring and supervising all communication channels that the Client Supervisor team responsible for- Helping business growth and client satisfaction by providing active feedback from customers and prospects to Customer Service Manager Show less
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Client Services Supervisor
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Apr 2019 - Dec 2020
- Assisting clients across all markets with their enquiries through 5 different communication channels – using Salesforce as the main CRM- One-off sale – News content licensing- Account management of commercial clients - Lead generation and converting them into customers - Resolving clients’ issues and supervising them by ensuring customer satisfaction- Alerting clients through pitch e-mails on latest News content and services
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media consulta: World of ideas
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International Trade and Development
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International PR
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Jul 2018 - Oct 2018
-Supporting the team by conducting desk research -Preparing target media journalist list -Developing ideas for PR projects and preparing project proposals -Preparation of monthly newsletter containing recent international PR stunts and campaigns -Supporting the team by conducting desk research -Preparing target media journalist list -Developing ideas for PR projects and preparing project proposals -Preparation of monthly newsletter containing recent international PR stunts and campaigns
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Intern
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Apr 2018 - May 2018
-Consular service provision to both Turkish citizens and non-Turkish citizens such as citizenship services, visas, notary services, military services and general public administrative services -Reviewing the appointments to assist the front desk officer -Providing information regarding the visa application process and procedure in English and German -Checking the required documents for the provision of the public service -Consular service provision to both Turkish citizens and non-Turkish citizens such as citizenship services, visas, notary services, military services and general public administrative services -Reviewing the appointments to assist the front desk officer -Providing information regarding the visa application process and procedure in English and German -Checking the required documents for the provision of the public service
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Education
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2015 - 2017
Universität Siegen
Master of Arts (M.A.), History, Political Science and Sociology - M.A. Roads to Democracy(ies) -
2016 - 2017
FEUC - Faculdade de Economia da Universidade de Coimbra
Master of Arts (M.A.), International Relations and Affairs -
2010 - 2015
Bilkent University
Bachelor's degree, International Relations
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