Experience

Quartz Clinique
• Türkiye
• Hospitals and Health Care
• 1 - 100 Employee
• Sales & Customer Experience Director

  • Dec 2022 - Present


Glamira

• Retail Luxury Goods and Jewelry
• 100 - 200 Employee

• Customer Service Manager

  • Jun 2022 - Nov 2022

  Managing multilingual customer service, training and quality team. Creating performance system and scorecard. Creation and followup of regular feedbacks plan for monitoring the performance system. Taking actions to increase employee loyalty and tracking the turnover. Managing multilingual customer service, training and quality team. Creating performance system and scorecard. Creation and followup of regular feedbacks plan for monitoring the performance system. Taking actions to increase employee loyalty and tracking the turnover.



Estetik International

• Türkiye
• Hospitals and Health Care
• 100 - 200 Employee

• Sales & Customer Experience Director

  • Jan 2020 - Jun 2022

  Managing multilingual sales, customer service and guest relation team. Experience management of 50 countries. Managing performance system, monitoring and analyzing. Managing customer journey for all touchpoints, measuring the customer satisfaction ( NPS ). Creating monthly marketing plan and managing the budget Creating onboarding process for the team, ( trainings, doctor meetings ) keep them alive and effective Managing multilingual sales, customer service and guest relation team. Experience management of 50 countries. Managing performance system, monitoring and analyzing. Managing customer journey for all touchpoints, measuring the customer satisfaction ( NPS ). Creating monthly marketing plan and managing the budget Creating onboarding process for the team, ( trainings, doctor meetings ) keep them alive and effective



Prosegur

• Spain
• Security and Investigations
• 700 & Above Employee

• After Sales & Telemarketing Manager

  • May 2019 - Dec 2019

  Establishment of operational structures ( call center, telesales, telemarketing, customer service, collection, portfolio management, data entry ) and management of teams. Establishment of operational structures ( call center, telesales, telemarketing, customer service, collection, portfolio management, data entry ) and management of teams.


Okul.com.tr
• Türkiye
• Technology, Information and Internet
• 1 - 100 Employee
• Customer Service Management

  • Jan 2019 - May 2019


Pronet Security Services

• Türkiye
• Security and Investigations
• 700 & Above Employee

• Telemarketing & Telesales Manager

  • Oct 2014 - Jul 2018

  - Maintained 30% share of all sales through web & call leads - Optimized lead processes and increased conversion ratio by 15% - Implemented telesales project. Increased sales by 15% and cut sales costs by 10%- Implemented upsell Project. Increased existing customer RMR by 6% by upselling

• Customer Service Manager

  • Nov 2011 - Oct 2014

  - Managed churn operation for 3 years. Increased conversion ratio by 20%- Implemented retention project which cut churn requests by 10%.- Implemented preinstall & usage projects which increased lifetime of each customer by 30% - Managed complaints & second call operations for 3 years. Increased customer satisfaction by 30%

• Contact Center Manager

  • Nov 2010 - Nov 2011

  - Implemented first call resolution project, which increased customer satisfaction by 50%- Reduced response time by 50%- Reduced employee turnover by 60%



Turkcell Global Bilgi

• Türkiye
• Telecommunications
• 700 & Above Employee

• Operations Management

  • Dec 2009 - Nov 2010

  - Turkcell Corporate Sector & Sales Objective Operation Management - Facilitate the coordination between portfolio manager & corporate solution center - Together with sales target; adopt new customer loyalty practices ( callback, face to face ) - İncrease the operation effort; adopt the motivational practices - Together with Turkcell sales operation; manage the sales objective operations ( Microsoft , Digiturk, Zurich ve Avivasa) ( 25 Agent / 2 Team Leader ) - Structuring the operation; organize all details with related departments (recruitment, training ıvr , interface, script, reporting etc.) Show less


Teleperformance Turkey
• Operations Supervisor

  • Nov 2008 - Nov 2009
• Operations Planner

  • Jan 2005 - Mar 2007

• Team Lead

  • Jan 2003 - Dec 2004


Gama PR & Organization
• Company Owner

  • Jul 2000 - Dec 2002

Elite PR & Organization
• Event Organizer

  • Jan 1999 - Jun 2000