Duisburg, North Rhine-Westphalia, Germany
Three things I believe in life: Work hard, Learn fast, Be passionate
Focusing on AI Powered Service with AI Agents on Messaging, Voice and Email + Copilot for Agents, Admins and Analysts + Quality Assurance. Helping customers transforming their customer service operations with Zendesk omnichannel customer service solution with copilot, agent assist, agentic ai and ai agents solutions.
Positive, Human-Centered, Intelligent Customer Experience in the new Experience Economy. Focusing on Financial Services and Communications Industries. Member of Western Europe Industry Team. Our mission is to help people see data in new ways, discover insights, unlock endless possibilities.
I work on Digital Transformation deals, focusing on Customer Experience, Human Centric Design and Design Thinking concepts. I cover Oracle CX Cloud portfolio of products, mostly SaaS, and work with Oracle customers in Europe and Middle East to support them in their Digital Transformation. I help them to visualize the experience, benefits and implementation of a modern innovative cloud CX platform. My portfolio includes Sales Cloud, Service Cloud, Field Service, Marketing Cloud, Loyalty, Policy Automation, Commerce, CPQ, Knowledge Management and integration/platform for SaaS. I work for Financial Services, Retail, Public Sector, Professional Services and Consumer Goods industries, and partially covering Telco and Real Estate too. I'm also a certified Siebel consultant with implementation experience, and work on existing customer cases and new opportunities on Siebel CRM platform.
Managing the newly established centralized Client Service team within Payments & Cash Management Unit under Corporate Banking division. Leading and coaching 15 client service managers that are working with global companies and local large corporates. Responsible for establishing query management, email tracking, call distribution, reporting, and performance management. Also takes part in Customer Experience initiatives, management of the rollout of the new branches, reengineering and improvement of payment processes.
Oracle's Customer Experience solutions certified expert supporting sales activities, implementations, customers. Focusing on a wide region, including Turkey, Caucasus, Greece, Russia and Gulf region. Extensive CRM and Customer Experience expertise in Banking (Corporate, Retail, Private), Insurance, Manufacturing, Communications and Public Sector.
Channel Development projects for direct sales of cards and personal loans, as well as working on E-Business and Internet projects: An interactive salesforce SMS application to get credit card pre-approvals on the field, A mobile sales automation solution with Blackberry devices for direct sales agents (Citi has one of the largest direct distribution networks in Turkey), SMS based sales and credit pre-screening for consumers, Mobile Banking through WAP & iPhone, Outsourcing telesales activities and online marketing & analytics and Automated Outbound Calling system.