Experience

PRP Business Solutions

• Türkiye
• IT Services and IT Consulting
• 1 - 100 Employee

• Founder

  • Dec 2019 - Present

• Founder

  • Dec 2019 - Present



Turkcell Global Bilgi

• Türkiye
• Telecommunications
• 700 & Above Employee

• Customer Experience Manager

  • Oct 2008 - Mar 2012

  Operation Management, Ongoing Process Improvement, Quality Monitoring & Productivity: •Manage two different locations , which one of those is outsourced, in accordance with KPIs and service agreements with a large team of 4 line managers reporting directly and a team of 420 employees •Coordinate production planning , shift planning , monitoring of the whole team •Follow up operational and quality metrics and take the necessary actions to enhance customer experience and to improve… Show more Operation Management, Ongoing Process Improvement, Quality Monitoring & Productivity: •Manage two different locations , which one of those is outsourced, in accordance with KPIs and service agreements with a large team of 4 line managers reporting directly and a team of 420 employees •Coordinate production planning , shift planning , monitoring of the whole team •Follow up operational and quality metrics and take the necessary actions to enhance customer experience and to improve profit and revenue •Organize the team to identify , develop and implement the processes to enhance operation and provide ongoing quality improvement •Lead or be sponsor for the projects to improve customer experience •Manage the social media channel of the client according to developed startegy of the client about brand reputation, customer relationships, marketing and brand representation Client Management: •Design a business model , do the pricing model and provide offer to the clients according to their business needs •Lead the contract management •Monitor business performance and lead reporting of Key Performance indicators and take necessary actions to implement continuous improvement •Act as a liaison between the client and the related departmants of one’s own company •Prepare annual budget with the strategic planning group , manage the budget •Manage the full process of outsourcing customer service when needed , manage the performance of vendors as needed Show less Operation Management, Ongoing Process Improvement, Quality Monitoring & Productivity: •Manage two different locations , which one of those is outsourced, in accordance with KPIs and service agreements with a large team of 4 line managers reporting directly and a team of 420 employees •Coordinate production planning , shift planning , monitoring of the whole team •Follow up operational and quality metrics and take the necessary actions to enhance customer experience and to improve… Show more Operation Management, Ongoing Process Improvement, Quality Monitoring & Productivity: •Manage two different locations , which one of those is outsourced, in accordance with KPIs and service agreements with a large team of 4 line managers reporting directly and a team of 420 employees •Coordinate production planning , shift planning , monitoring of the whole team •Follow up operational and quality metrics and take the necessary actions to enhance customer experience and to improve profit and revenue •Organize the team to identify , develop and implement the processes to enhance operation and provide ongoing quality improvement •Lead or be sponsor for the projects to improve customer experience •Manage the social media channel of the client according to developed startegy of the client about brand reputation, customer relationships, marketing and brand representation Client Management: •Design a business model , do the pricing model and provide offer to the clients according to their business needs •Lead the contract management •Monitor business performance and lead reporting of Key Performance indicators and take necessary actions to implement continuous improvement •Act as a liaison between the client and the related departmants of one’s own company •Prepare annual budget with the strategic planning group , manage the budget •Manage the full process of outsourcing customer service when needed , manage the performance of vendors as needed Show less



Tellcom Telecommunication

• Istanbul, Turkey

• Customer Relations Manager

  • Aug 2008 - Oct 2008

  •Define strategy and roadmap in order to drive awareness and usage of self-service channels in order to meet defined company objectives and monitor competitors’ business strategies and ensure on-going innovation and competitiveness •Manage or take part in projects for developing new functions and new channels, to study solutions for user friendly designed channels , to lead user acceptance tests •Define strategy and roadmap in order to drive awareness and usage of self-service channels in order to meet defined company objectives and monitor competitors’ business strategies and ensure on-going innovation and competitiveness •Manage or take part in projects for developing new functions and new channels, to study solutions for user friendly designed channels , to lead user acceptance tests



Turkcell Superonline

• Telecommunications
• 700 & Above Employee

• Customer Experience Manager

  • Jan 2002 - Aug 2008

  •Operation management (Inhouse team of 125 employees with 1 line manager and 5 specialists) •Customer experience management •Budget planning & management •Management of teams of Continuous Process Improvement, Quality Monitoring, Planning & Reporting •Self Service Channel management •Training , Performance and Competence management •Recruitment and Administrative affairs management •Operation management (Inhouse team of 125 employees with 1 line manager and 5 specialists) •Customer experience management •Budget planning & management •Management of teams of Continuous Process Improvement, Quality Monitoring, Planning & Reporting •Self Service Channel management •Training , Performance and Competence management •Recruitment and Administrative affairs management



IXIR A.Ş

• Istanbul, Turkey

• Billing and Collection Specialist & Head of Backoffice

  • Jun 2000 - Jan 2002



Suriname Palace Casino

• Suriname

• Cash Desk Manager

  • Dec 1999 - Jun 2000



Turkcell Superonline

• Telecommunications
• 700 & Above Employee

• Customer Service Representative

  • Jun 1998 - Nov 1999



Princess Casino

• Istanbul, Turkey

• Cash Desk Manager

  • Jun 1995 - Feb 1998