Istanbul, Türkiye
Customer Success and Support Specialist with a proven track record of enhancing user experiences, streamlining support processes, and driving product adoption. Experienced in working with automation, AI-powered support tools, CRM implementations, and customer engagement strategies. Passionate about building scalable workflows, optimizing onboarding processes, and advocating for customer needs to improve product development.
● Provide exceptional support via Intercom and email to ensure fast and effective customer issue resolution ● Guide new users through onboarding to help them get the most out of Veton from day one ● Assist customers with plan upgrades and transitions from monthly to annual billing ● Gather customer feedback and share insights with internal teams to inform product improvements ● Build and refine customer success workflows to boost efficiency and drive engagement
Setting up HubSpot Service Hub from scratch, building processes, ticket lines, reporting, setting automations and transitioning ticket management from emails to a centralized system for better tracking and efficiency. Overseeing order management, including ESD updates, tracking, shipping coordination, and payment follow-ups. Managing customer support cases, logistics support, and shipping quotations to streamline operations.
● Respond to customer emails and chat messages, consistently achieving a KPI of over 95% customer satisfaction. ● Establish and maintain a comprehensive support community for processes, enhancing customer engagement and self-service. ● Serve as the sole weekend customer support representative for over a year, successfully onboarding and training the new weekend support team. ● Conduct cultural interviews to select top talent for the customer support team, ensuring alignment with company values and enhancing team performance.
● Managed guest relations and communication, effectively resolving complex crisis management issues. ● Served as concierge, planning travel, welcoming guests, and arranging room assignments to ensure a seamless guest experience. ● Successfully managed the hotel's Instagram account, enhancing online presence and engagement. ● Translated the hotel website, restaurant menus, and social media content, ensuring accurate and appealing communication for diverse audiences.
● Collaborated in planning and executing week-long events for a student organization within the Neuroscience department, driving successful and engaging programs. ● Translated high-profile neuroscientific videos for events featuring notable experts such as Dean Burnett and Christian Keysers, ensuring accurate and impactful communication. ● Delivered precise translations of neuroscientific interviews and news under tight deadlines, maintaining high standards of quality and relevance.