Istanbul, Türkiye
As Operation Supervisor, I was responsible for an international project consisting of 60 employees and 5 overheads. The employees were based in both Turkey and Kosovo and performed different skills (inbound / outbound / chat / mail / sales and retention). Since it was an international project operating in different countries, the project was managed in English. It was my responsibility to lead and motivate the whole team to ensure a high level of performance. This included daily close contact with our client and weekly management meetings where targets, performance and development were discussed. In my period as Operation Supervisor I proudly achieved (in May 2023) my COPC certificate; ‘Best Practices for Quality Management // Certified Professional Manager'.
As quality supervisor I was responsible for the quality processes and quality assurance of various projects within Trenkwalder. I had my own team, which consisted of quality specialists working on the various projects. It was my responsibility to manage my team and to control the quality of the different projects. In summary, as a quality supervisor, I monitored the overall quality performance of various projects through daily communication with my team, designed training plans, drove improvements, promoted excellence and used data for strategic decisions. It was my goal to ensure that every single project achieved the highest quality performance.
A call center is a bank of workers who either take inbound calls or make outbound calls; they may work in sales, customer support, and/or other areas. As a trainer I am responsible for ensuring that the staff is knowledgeable in all aspects of the company's offerings and that there is a high level of quality control. Designing competency tests, teaching phone communication skills, and reporting results to superiors is all a required part of my job. Besides that, the following tasks are among my responsibilities: - Developing, implementing and modifying training programs to ensure effectiveness of programs delivered to call center/customer service personnel. - Reporting individuals' progress and identifies additional training needs. - Assist in program development with new products and/or services.
A call center is a bank of workers who either take inbound calls or make outbound calls; they may work in sales, customer support, and/or other areas. As a trainer I am responsible for ensuring that the staff is knowledgeable in all aspects of the company's offerings and that there is a high level of quality control. Designing competency tests, teaching phone communication skills, and reporting results to superiors is all a required part of my job. Besides that, the following tasks are among my responsibilities: - Developing, implementing and modifying training programs to ensure effectiveness of programs delivered to call center/customer service personnel. - Reporting individuals' progress and identifies additional training needs. - Assist in program development with new products and/or services.
As a customer service representative for an international well known brand, I was handling incoming customer calls, account inquiries, customer complaints, support issues and telephone sales.