Istanbul, Türkiye
• IT professional since 1999 • Well-Proven Experience on IT Management, Product Management LC., Software Development LC., Project Management LC., IT Strategy, IT Digitalization, IT Governance, IT Service Management, Information Security, Agile Methodologies, CRM Technologies, Contact Center Tech., Voice Tech., • Working as a Customer Solutions and System Management Manager in Turk Telekom AssisTT, Largest Contact Center in Turkey 18.000 Employees • Worked as Senior Program and Project Manager in Contact Center Company in Turkey, 15000+ Employees • Worked as Lead Senior Business Analyst and several other roles in lead e-commerce Company in Turkey, * PMP certified * Telecommunications Technologies and Management trained * Coaching and Leadership, People Management, Self-Assessment trained
• Management of Customer Solutions and System Management Team (27 Team member and 4 Virtual Team Leader) • Provide resource and planning management • Worked as a manager, lead Business Analyst, Developers and Avaya, Genesys, Verint Administrators and IVR system teams. • Technically Lead high profile, multi-company programs and projects through full development and deployment life cycles • Manages day-to-day teams. Keeps teams motivate. Leading ambidextrous delivery teams that responsible for Turk Telekom Group and nonGroup Companies. • Budget Planning, Vendor Relations & Outsourcing Projects • Preparing long-term plans that will guide IT, based on strategic business objectives, resource / capacity needs and existing and future differences • Preparing long-term Product and Development plan that will guide the planning of the plans based on strategic business objectives, resource / capacity needs and existing and future architectural differences • Understanding client context / requirements, and translate into solution model inputs for Sales Support team • Drive RFP responses, present solution in presentations, performing due diligence – as needed on client site • Drive or support creation of solution approval deck and other solution documentation together with Sales Support Team • Lead delivery team during project setup phase to ensure seamless handover from Sales to Delivery • Leading client-facing discussions and interfacing with Client Business, IT and Architecture teams Projects: • Analysis and Development of our own CRM system. • Analysis and Development our own Chat system. • Analysis and Development our own mobile Video Contact Center Solutions. • Managing Turk Telekom, MHRS, AOF, HepsiBurada call center infrastructure • Managing Denizbank Outbound system • Analysis and Development our own softphone Application • Ownership of the Products & Services running for AssisTT Corporate Customers Contact Center Solutions • Support and Manage Speech Analytics systems
• Management of Telecommunication Team (6 Admin) • Provide resource and planning management • Worked as a manager, leaded defining, building and optimizing Avaya, Genesys and Verint infrastructures and performing operations activities for whole infrastructure. • Being responsible for Avaya, Genesys and Verint large scale infrastructer systems. • Manages day-to-day operational team, and minimizing risk on the systems. Keeps teams motivate. • Building enterprise technology strategies/solutions that reduce costs, improve efficiency, support organizational goals and maximize technology investment. • Budget and vendor management; decesion making for infra releated new procurements. Responsible for system and platform architectures. • Making assesments and healt checks periodically for whole infrastructure and datacenters. • Managed disaster recovery projects. Leaded to ITIL assessment for whole IT processes.
• Managing different large scale call center and telecom projects that cover the involvement in all design phases like requirement analysis, high and detailed level feature design, code implementation and submission, testing completion and bug fixing. • Being responsible for resource, task planning, project tracking, risk analysis and mitigation planning, product acceptance testing, quality measurement and improvement. • Initiates, plans, executes, monitors/controls and closes telecommunications projects according to sound PMI project management methodologies. • Prepares project charter, project definition documents, kick-off presentations, project implementation plans, bi-weekly status reports, project close-out documents, risk plans, meeting notes. • Manages day-to-day operational aspects of a project and scope with minimizing risk on project. Keeps project teams well informed of changes about projects. • In line with technological developments and developments in the market, to contribute to strategies with innovative solutions and products • Examine customer scorecards and KPIs to prioritize the most efficient requests Projects: • Free Speech(Sestek), Automatic Customer validation with speaking, (EVB -Enhanced Voice Biometrics) • Program Manager: Integrated new PBX, IVR, Voice-Screen Recorder, SQE and Data integrated Project with Ukraine office (Sirius Asterisk) • Program Manager: Turkcell Omni-Channel Program, integration with Turkcell, Global Bilgi and Genesys systems. • Turkcell Webchat and ChatBot Projects • Managed PromiSES, 532 IVR with End to-End Voice Conversation. We won two awards in 2016 with my projects • Genesys Webchat (Installation and Implementation Project) • Digital HR Program • PCI Compliance Program • Video Contact Center Solution • Avaya Outbound Manager(POM) and integration with Global Bilgi • Call Center Inbound (PhoneX – Maya) / Siebel Replacement Project • YAP (Turkcell Main Workflow Project)
Leading call center solutions and software programs used by customer representatives.
• Developed and led the implementation of e-commerce projects from start to finish. • Conducted business analysis, initiated risk management plans, proposed effective customer-driven solutions. • Created and implemented business design processes. Put together detailed project plans and schedules; effectively communicated projects with management teams. • Took on a critical role in facilitating communications between several business units, third parties and IT. • Provided technical support and consultation to business units. Gathered user & system based test plans. • Prepared and presented productivity reports to management. • Analysis, solution, and documentation of Projects. • Planning program organizations and giving trainings to technicians and operators. Projects: • GittiGidiyor iphone application, • Ipara.com like a Paypal • Seyahat.gittigidiyor.com, air ticket and hotel reservation, • dev.gittigidiyor.com, developer network, • Yanit-merkezi.gittigidiyor.com, profil.gittigidiyor.com, operation center stopover application, • Operation center local desktop application coding with new infrastructure and technology, • Sale gift check project, discount campaigns.