Cenk Toker , PhD

About

Experience

• Senior Director of Churn Management, Customer Service and Customer Experience at D-Smart
  Jan 2018 - Present · 8 yrs 6 mos

  Senior Director of Customer Experience, Customer Service Operations, and Churn Management — one of the broadest subscriber lifecycle mandates in the company. Key areas of ownership: • Multi-location Contact Center • Customer Operations & provisioning • Churn Management & subscriber analytics • Digital channels management (IVR, web, mobile, social) • AI & RPA implementation across departments • Regulatory affairs (BTK/ICTA) • R&D Management Committee member Selected impact: • 60% reduction in customer call volumes through CEM and self-service transformation • 50% reduction in CX operational costs • 5× growth in inbound new customer acquisitions • Awarded performance in Best Company in Customer Experience, Pay TV category by A.L.F.A Awards in 2020

• Assistant General Manager , Customer Experience at TurkNet İletişim Hizmetleri
  Jul 2016 - Jan 2018 · 1 yr 7 mos

  Responsible from the development of customer experience of Residential and Small Business subscribers , Call Center Operations and Self Service Channels

• Digiturk (16 yrs 3 mos)
  • CRM , Customer Relations and Call Center Group Manager
    Feb 2015 - Jun 2016 · 1 yr 5 mos

    Responsible from the Call Center Operations , CRM and Customer Relations.

  • CRM , Churn and Call Center Departments Manager
    Feb 2013 - Feb 2015 · 2 yrs 1 mo

    Responsible from the crm and churn activities , as well as the quality of service provided for the customers

  • Call Center Manager
    Oct 2005 - Feb 2013 · 7 yrs 5 mos

    Management of a high scale call center operation with remote locations countrywide.