Founder

• Aug 2020 - Present

Group Manager Customer Care & CRM

• Jan 2017 - Mar 2019

Envisioned and implemented tactical customer experience strategy and established customer experience touchpoints for the first time in the company Outlined customer needs and formulated customer journeys through analysis of IQOS user base and segmentation based on needs, pain and gain points. Constructed CRM architecture of Turkish Republic of Northern Cyprus (TRNC) by means of defining system capabilities and processes. Coordinated outbound communication framework; maintained outbound communication principles, calendar and KPIs. Applied after sales strategy of RRP’s with replacement policies, after sales programs design and deployment, as well as after sales KPIs. Selected Contributions: • Amplified service delivery developing all customer care touchpoints from scratch by introducing digital channels, social media platforms and contact centre. • Launched outbound campaign communications and initiated a loyalty program for IQOS customers in TRNC. • Originated holistic customer experience tracking system including NPS, CSAT and CES.

Customer Services Director

• Apr 2016 - Jan 2017

Directed individual & corporate customer experience strategy and architecture of Millenicom Telecommunications - EWE Group, Turkey Defined consumer and corporate needs. Planned Customer Experience Strategy by prioritising initiatives and programs, introducing new customer experience channels and eliminating redundant ones. Created Customer Experience Measurement system and Feedback Loop. Observed customer voice via social media, SMS surveys and inbound inquiries. Selected Contributions: • Spearheaded simplification project of customer experience processes, contact centre and CX touchpoints. • Successfully relocated contact centre of 150 agents ultimately saving on material costs.

Touchpoint Experience Manager (Fixed)

• Feb 2015 - Apr 2016

Led improvement strategies of Customer Experience Management (CEM) and Touchpoint Experience for digital, contact centre and F2F channelsManaged projects to consistently drive customer service excellence and controlled CEM budget. Monitored KPI performance through periodical reporting. Initiated KPI and scorecard system to follow up on visibility performance of touchpoints. Selected Contributions:• Efficaciously managed contact centre budget and boosted productivity levels establishing Turkcell Superonline as reputable internet service provider in Turkey.• Solidified Superonline as a customer-oriented reputable internet service provider in Turkey by enhancing customer satisfaction within touchpoints.• Significantly advanced use of digital channels by leveraging user experience with all platforms.

Customer Experience Strategy Manager (Fixed)

• Apr 2014 - Feb 2015

Headed Customer Experience Management (CEM) and CX Strategies.Implemented customer satisfaction measurement mechanism by compiling qualitative and quantitative surveys, preparing questionnaires, and managing communication of outputs enabling sales, contact centre, and digital channels to enhance service delivery. Prepared annual, quarterly, monthly, and weekly CEM management reports. Collaborated with ICT team to effectually operate ICT budget and assist with ICT demands.Selected Contributions:• Accomplished two company-wide Change Management programs; CEM Excellence and Beyond the Ordinary; now benchmarks for mothership company Turkcell.• Instigated customer journey-based auditing and instituted all-inclusive customer experience tracking system including NPS, CSAT, and CES.

Lead Product & User Experience Designer

• Jan 2011 - Apr 2014

Consumer Business, Customer Experience Management, Product and User Experience• Responsible for adopting user experience culture and user centered design throughout Turkcell.• Responsible for the user experience of Value Added Services (Turkcell TV, Turkcell Music, Turkcell Wallet etc.) and mobile applications of Turkcell. Responsible for preparing UX and GUI guidelines.• Facilitation of co-creation processes in multidisciplinary teams focused on strategy and service design.• Training and Development; Prepared and organized user experience and service design trainings within the company & group companies.• Organization management: Prepared and organized annual UX Networking day (A platform where international industry leaders come together to catch up with the latest UX best practices and exchange ideas)• Bechmarking with the global companies (Fjord, RGA, Design Innovation, Ericsson, Nokia, Telia Sonera, VTB24, Sberbank, Comptel etc) for their strategies about user experience.• High-level dialogue with segment, product and technology teams

Senior Specialist, F2F and Product Experience Management, Marketing

• Dec 2008 - Jan 2011

Marketing, Customer Experience & Insights, F2F and Product Experience Management• Responsible for F2F channel management• Performed customer experience analyses, prepared service model and management guidelines for Turkcell stores (TİM Service Behavior Model), designed internal trainings. • Reported customer experience analyses to consumer sales teams.• High-level dialogue with consumer sales teams.

Senior Specialist, Premium Customers & Roaming, Marketing

• Nov 2007 - Dec 2008

Marketing, Premium Customers & Roaming, Customer Experience Management• Responsible for the establishment of premium customers’ experience design, service model and Call Center Operations at Turkcell. • Performance monitoring and high-level reporting to the executive team.• Responsible for the establishment of Önce Müşterim (an award-winning intercorporate customer complaint channel), performance monitoring and high-level reporting to the executive team.

Assistant Manager, Franchise Development, Rent a Car Business

• Jan 2004 - Nov 2007

Consumer Sales, Rent a Car Business, Franchise Development• Responsible for conducting & reporting market research and new business development models for AVIS and Budget franchises in Turkey. • Management of sales and marketing activities to expand franchises’ business portfolio.• Development of the 5 year strategic plan for AVIS and Budget franchises.• Responsible for the performance monitoring of the franchises.• Bechmarking global implementations and strategies of AVIS and Budget.• Pricing & Preparing quotations for AVIS and Budget franchises according to potential & international market terms.

Supervisor, Strategic Planning and Customer Relations, Marketing

• Feb 2000 - Jan 2004

Marketing, Strategic Planning and Customer Relations (Brands: AVIS, Budget, Ford, Fiat, Alfa Romeo)• Studied new business development strategies in international markets. Bechmarking global implementations and strategies of multi-branded dealers of US and Europe.• Responsible for conducting & reporting market research.• Prepared and deployed 5 year strategic plan of the company.• Process Management; Analysed, studied and set the KPI’s of sales, after sales and management departments.• Responsible for the establishment of the experience design and customer relations of Otokoç brands.• Responsible for the management of Call Center Operations.• Leaded the company’s operational excellency project EFQM (European Foundation of Quality Management), actively took roles on all of its processes.