Istanbul, Istanbul, Türkiye
2005 - 2021 yılları arasında Türkiyenin önde gelen şirketlerinden Siemens ,Arvato ,Conduent ve Teleperformans ‘ta çağrı merkezi sektöründe telekominikasyon alanında yöneticilik ve müşteri temsilciliği yaptım.2021 yılından itibaren Apple ile perakende sektöründe kendime yeni bir sayfa açtım.Bu yeni sayfada sonsuz bir öğrenimin içinde sayısız müşteri deneyimi ekip çalışması farklılıklardan beslenme ve bitmeyen yeni öğrenimler deneyimlemeye devam etmekteyim.Apple ‘ın her yönden çalışanını kapsayan bu kültürün içerisinde olmaktan çok mutluyum.
I’m happy to share that I’m starting a new position as Lead CE at Apple!
• Managing 12 -20 advisors • Responsible for reach client KPI’ s and PQS’s targets • Following the operational tasks in daily, weekly, monthly period • Managing the commitments’ of advisors in daily base • Listening and evaluate calls, also coach the advisors about their call quality performance • Join to monthly and quarterly calibration • Following the production hours and the salaries of advisors • Organizing the shifts of advisors in the LOB • Controlling the absenteeism, following the workforce system and real time monitoring • Managing the outlier advisors’ performance within S.M.A.R.T principles • Preparing refreshers, documents and presenting trainings for advisors • Performing coaching and meeting sessions for my team members • Following hire and exit processes of HR for the operation • Helping advisors to keep their motivation higher
• Handling the customers non-technical and technical after sales issues.
• Follow up daily SL rates and absenteeism of team. • Making technical trainings for new agents and for whole operation • Listening and evaluate calls also coach the advisors about their call quality performance. • Performance and one on one coaching with agents in monthly base. • Following and managing the HR process for recruitment of new agents. • Following and keeping higher the motivation of team members .
• Follow up daily SL rates. • Preparing the daily, weekly, monthly performance reports and entry these data to the client system. • Listening and evaluate calls also coach the advisors about their call quality performance. • Performance and one on one coaching with agents in monthly base. • Managing the fraud issues and reporting to client. • Preparing information training about new campaigns to agents. • Given weekly report directly to client about operation goal status.
Phone Technical Support Greek & Turkish Language • Technical support for mobile, corded and wireless phones. • Following and answering the customer e-mails. • Following the repair status of device and giving information to customers. • Following the SL status of team and giving information to team manager.