Experience

Nano Home
• United States
• HVAC and Refrigeration Equipment Manufacturing
• 1 - 100 Employee
• Chief Operating Officer

  • Mar 2023 - Present

Armbrust Inc.
• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee
• Director Customer Success | Support Operations

  • Apr 2022 - Present

ALAN Deep Learning
• Technology, Information and Internet
• 1 - 100 Employee
• Director Customer Success | Support Operations

  • Apr 2022 - Present

OwnLocal
• United States
• Technology, Information and Internet
• 1 - 100 Employee
• Director Customer Success | Support Operations

  • Apr 2022 - Present


Atena Pharma

• Türkiye
• Pharmaceutical Manufacturing

• Vice President Operations

  • Jun 2019 - Jul 2022

  ● Directed all aspects of business operations—strategy management, programming, business development, and client imperatives. ● Turned around operational performance in 24 months by championing operational improvements and quality assurance (QA). ● Positioned 3+ departments to increase their productivity by reviewing feedback and creating efficacious operating procedures. ● Increased earning potential by 25% by establishing and managing long-term relationships with manufacturers and distributors. ● Developed cohesive, high-performing departments by managing employee development, and developing management strategies. ● Wrote and created employee scripts, templates, and macros across Sales, Customer Support, and customer-facing departments. ● Reviewed industry and market trends and implemented changes to operations and techniques to improve customer experience. ● Applied data analytics to identify and implement programs to drive customer automation and ensure equity of product offerings. ● Delivered high-demand pharmaceuticals to key clients that included governments, hospitals, and insurance companies. Show less



Sixpackabs.com

• Operations Manager

  • Dec 2015 - Mar 2019

  ● Developed Standard Operating Procedures for Customer Support, Quality Assurance, and Account Management departments. ● Scaled the Support and Account management teams from 3-40+ members who interact with clients via phone, email, and chat. ● Reduced company chargeback rate by 1-2% quarterly by providing actionable items to diverse departments across the business. ● Scheduled and trained international and domestic departments of Customer Service, Account Managers, and Quality Control. ● Created standardized metrics and KPIs to monitor employee productivity and workflow and identify coaching opportunities. ● Implemented multiple customer service strategies using different CRMs, call flow management portals, and web traffic sources. ● Reviewed performance of teams and conducted 1:1 coaching with team leads and front-line employees to improve performances. ● Retained over $3 Million in revenue through outreach and retention processes. Show less



Backslash Digital

• United States
• Software Development

• Operations Manager

  • Dec 2013 - Mar 2015

  ● Created a support platform from scratch, integrated first CRM, generated standard operating procedures for each department. ● Developed and implemented performance management, goal setting, developmental planning, evaluations, and promotions. ● Played a key role in managing a team of 20+ Support Agents & Account Managers to ensure quality performance of tasks. ● Exemplified strong interpersonal skills resulting in outstanding communication, flexibility, teamwork, and group cohesiveness. Show less