BMW Group Customer Advocate & VoC Unit Manager

• Aug 2022 - Present

BMW Group Customer Relations Senior Specialist / Customer Advocate

• Aug 2017 - Aug 2022

• BMW, MINI, BMW Motorrad customer and dealer complaint management by using Salesforce.com• Managing customer complaints from BMW AG and correspond with BMW AG contact• Analyzing customer verbatim data that come from call center, Voice of Customer survey results and OmniChannel to prioritize VoC opportunities and drive continuous improvement throughout the customer journey• Sorting issues based on dealer, brand and service type (new car sales, after sales services, used car sales) by using Net Promoter Score® Program• Deep dive analyzing and understanding customer feedback and improve the product and customer experience• Conducting Customer Boards with the high level organization of Borusan Otomotiv to share findings and taken actions with regarding to customer feedback• Share feedback with Sales, Aftersales and cross functional teams when it can be addressed within the line of business• Reporting VoC processes to BMW AG Show less

International and Strategic Accounts Sales Assistant Manager

• Jan 2017 - Aug 2017

• Managing approximately 100 global clients with 1250 active contracts• Creating cost saving opportunities for clients• Fleet management (Vehicle selection, company car policy etc.)• Complaint management and problem solving• Following the end of contract times of competitors for increasing retention, arranging visits and preparing quotations

Sales Account Assistant Manager

• Aug 2015 - Jan 2017

Sales Account Supervisor

• Jun 2014 - Aug 2015

Sales Acquisition Supervisor

• Aug 2013 - Jun 2014

• Making phone calls to find new companies and create new sales opportunities• Managing sales process with cooperation of external sales manager• Arranging prospect meetings• Following up opportunities and preparing quotations• Preparing credit files of companies and following up with the Finance Department

Internship

• Dec 2012 - Feb 2013

Internship

• Jul 2012 - Sep 2012

Retail Banking Retail Banking