Istanbul, Istanbul, Türkiye
*2 years of teaching experience *11 years of customer relations experience (CX & CS blended for the last 5 year) Fields i have experienced in as a CS professional; *Banking & Financial Services (3,5 years) -> Inbound Sales & Complaint Management *E - commerce (6,5 years) & Q - commerce (1 year) -> End-to-end Customer Relationship Management and Marketplace Experience Management of 3 type of users (courier, merchants, customer), process design when needed *Cross Border Operations -> Tracking shipments, preparing documents, communicating with 3rd party companies, informing customers, managing the return process *Fraud Management (3 months) -> Creating abuse mechanisms, managing orders/user profiles according to this fraud system and responding to writs *Complaint Management Platforms -> Managing sikayetvar.com complaints, communicating with sikayetvar.com * Social Media Moderation (2 years) -> Managing all comments & dm's, communicating with 3rd party agencies, *Outsource Call Center Agents Hiring, Orientation, Update Training-> Hiring the right agent, orientation and giving training when needed) Please do not hesitate to contact me. E-mail: [email protected]
Monitoring NPS and CSAT surveys for GetirLocals GetirFood, GetirWater domains, determining customer pain points and necessary actions, Monitoring the experience in Mobile App, Web and Customer Service channels and determining customer pain points and necessary actions, Talking with stakeholders (product, data, operations & customer services) and deciding and prioritizing actions that will improve customer experience, Determining actions that will improve customer & merchants & restaurant and courier experience with generative ai applications and ensuring that they are implemented by working with the relevant product & data team, Organizing CEO level meetings and making presentations regarding the domains under my responsibility,
Ensuring coordination between Customer Services and GetirLocals, monitoring metrics and contributing to improvement, Designing application developments that will ensure the satisfaction of 3 types of users: customer, courier and merchants, Analyzing and implementing cost-reducing activities (reducing customer service contact rate), Measuring the channel experience and taking actions to improve it, Contributing to the improvement of the experience by working in coordination with relevant business stakeholders, Drawing chatbot flows and communicating with the chatbot team to go live, Ensuring team motivation,
Managing the back office operation, quickly following the queries and complaints received from all channels (social media, call, e-mail) and ensuring that they are turned into satisfaction and working collaboratively with other departments, Ensuring correct functioning of the entire call center process, keeping the service level at the highest level, keeping in touch with the partner company (outsource) about the points that need improvement through calibration meetings, Holding regular meetings with our business partners like courrier companies and agencies making evaluations and ensuring that the necessary actions are taken, defining strategies based on the channel, Taking a role in the hiring of people who will serve as a a call center agent, Providing remote or on-site orientation and process training regularly, Providing customer relations management training to the field teams when necessary, Ensuring the team coordination and improving their motivation, Creating customer experience maps, suggesting necessary improvements regarding the process, developing projects and taking role when the project starts, implementing applications for an excellent customer experience (CX) Working closely with logistic teams to meet our Service Level for orders, Carrying out the damage compensation process for lost items and packages,
Meeting incoming calls and responding emails [ Both in English and Turkish ] Handling complaints and requests related with offline and online store via telephone , live chat , e-mail, social media and other platforms [sikayetvar.com etc. ] Following up cross-border orders, communicating with the courrier company about fees and taxes and package, informing customers when needed , controlling from end to end and improving process to create excellent customer satisfaction, Directing incoming requests, suggestions and complaints, appreciations to relevant people and departments Supporting projects carried out to improve customer experience Determining and applying precautionary actions to be taken to reduce complaints about our offline (stores) and online channel (koton.com), Fraud operations -Checking and confirming safety of orders placed from www.koton.com (for a short period of time), responding to prosecution writs and charge back notices of banks
Meeting incoming calls Managing complaints effectively and quickly Selling banking products like credit cards etc. to customers, Achieving montly and yearly sales goals Creating customer satisfaction Directing incoming requests, suggestions and complaints to relevant people and departments
Conducting chemistry lessons of high school students at all levels Supporting and coaching students preparing for entrance examination to university Be responsible for the preparation of the chemistry curriculum Following up the development of the students whom I am responsible for