Istanbul, Türkiye
Market Analytics EU & TR. Partnered directly with Country Managing Directors and Regional Strategy teams to provide a unified analytical perspective across commercial, marketing, customer experience, logistics, Finance, CEO, and CIO Office teams. -Engineered high-impact technical solutions for regulatory requirements (legal, finance, tax), including the development of custom XML converter scripts to automate and optimize the Btrans tax reporting process. -Leveraged GCP, BigQuery, and dbt to build scalable data frameworks that translate shifting strategic priorities into actionable business intelligence. -Spearheaded complex marketing analytics, including CRM strategies, loyalty programs, new customer acquisition, and behavioral segmentation across low and high-frequency user groups to identify key growth drivers, retention, and penetration. -Managed comprehensive commercial and sales performance frameworks, evaluating vendor-level growth, paid product performance, and P&L data to optimize the regional partner ecosystem. -Designed and deployed high-visibility Tableau dashboards. -Provided ad-hoc strategic support on project costing and market dynamics, maintaining a high-level understanding of competitive landscapes to inform leadership decisions.
-Continued responsibilities from the Junior role, expanded on analytics and operational excellence initiatives across multiple regions, effectively translating complex data into actionable insights for cross-functional teams. -Forecasting for OKR (Objectives and Key Results) planning of operational metrics, contributing to strategic goal setting and performance tracking. -Developed a self-service tool in Looker Studio to analyze VIP customer segment ratios with customizable conditions, collaborating closely with local CX teams to align insights with regional needs. - Conducted in-depth analyses of financial compensation, refund data, and operational metrics, delivering clear recommendations to stakeholders to drive business improvements. - Partnered with Finance, CX, and Operations teams to design "what-if" analyses, evaluating the impact of automation and policy changes on budgets and operational efficiency. -Built dashboards in Looker Studio to measure the effects of A/B tests on HelpCenter metrics, providing insights to improve customer experience and operational outcomes. Created detailed reports from dashboard insights, presenting findings to senior management to facilitate strategic decision-making. -Designed and implemented a BPO performance dashboard, enabling visibility into agent performance, comparison with in-house teams, and identification of key improvement areas. -Developed a customizable tool in Looker Studio for the Regional Operational Excellence team, focusing on Rider abuse patterns in contact data, aiding stakeholders in making data-driven decisions. -Technical Skills: Proficient in SQL (advanced query optimization and data modeling), BigQuery (view creation), and Looker Studio (dashboard development and self-service tools). Experienced in data visualization, A/B testing analysis, and scenario modeling to support business strategy.
-Transitioned into a regional role covering Yemeksepeti and Foodora brands, focusing on Service Operations metrics for Rider, Vendor, and Customer services. -Analyzed all key operational metrics monthly to identify trends, and provided actionable business recommendations to improve performance, presenting findings in comprehensive reports shared with senior management. -Collaborated closely with stakeholders from Nordic, Turkey, and Eastern Europe Hubs to gather insights on local operations, conducting advanced comparative analyses across countries. -Designed and modeled what-if scenarios to evaluate the impact of automation or changes in SOPs on operational metrics, supporting data-driven decision-making. -Developed interactive dashboards in Looker Studio for operations teams, team leaders, and external BPOs, ensuring clear visibility into key performance indicators. -Partnered with the Self-Service team to analyze and optimize the customer experience, conducting advanced SQL-based analyses on HelpCenter interactions to enhance self-service capabilities. -Strengthened cross-functional collaboration by aligning analytical insights with operational goals across multiple regions.
- Led the coding of Rider HelpCenter workflows for Turkey and multiple European countries using YAML, ensuring seamless and efficient processes while collaborating closely with stakeholders. Conducted analyses to identify high-contact-rate leaves, developed actionable strategies to minimize them, and improved overall customer/ rider experience. -Responsible for analyzing compensation and refund data, tracking budgets, and developing accurate forecasts to support decision-making processes. -Designed and implemented interactive dashboards in Looker Studio for stakeholders to monitor budget tracking, helpcenter automations performace and operational KPIs effectively. -Applied advanced SQL to execute comprehensive analyses of HelpCenter automations, leaf patterns, and customer interactions, delivering data-driven insights for process improvements. -Created reusable views in BigQuery to streamline future analyses and enhance data accessibility for the teams.
-Being part of the Business and Process Development team within the Customer Experience department. -Worked on an NLP project using Zero-Shot Classification to categorize customer reviews from the app and Play Store. This project won the Silver Award in the Turkey CX Awards 2024 under the Best Use of Customer Insight & Feedback category. -Conducted analysis of HelpCenter automations, including fraud tracking, NPS comment evaluations, and HelpCenter leave patterns, to optimize processes and improve customer support efficiency. -Gained hands-on experience in data preprocessing ,machine learning techniques, data analysis, customer feedback analysis. -Strengthened time management and adaptability by successfully balancing multiple projects within tight deadlines.
-Developed and implemented an NLP project aimed at evaluating product descriptions to improve customer experience. -Applied machine learning algorithms to preprocess and analyze text data effectively. -Gained practical experience in deploying machine learning models into production environments. -Enhanced knowledge of end-to-end machine learning workflows, including data preparation, model optimization, and deployment strategies.
-Participated in a comprehensive part-time training program focused on foundational and advanced concepts of Artificial Intelligence. The curriculum covered key topics such as machine learning algorithms, deep learning frameworks, data preprocessing techniques, and model evaluation methods