Greater Istanbul
Customer-focused operations professional with 9+ years of experience in EdTech and tech environments. I specialize in customer onboarding, account health monitoring, retention strategy, and cross-functional collaboration between Support, Product, and Sales. At Yandex Practicum, I scaled a learner support team from 30 to 250 experts and managed a portfolio of 250+ accounts. At Hyperskill (JetBrains Academy), I redesigned the student success function, increasing course completion rates from 25% to 60%. I'm passionate about building systems that help customers succeed: structured onboarding, proactive health monitoring, feedback loops, and automation that removes friction. Tools: HubSpot · Intercom · Zendesk · Notion · Figma · Miro · Google Workspace · AI-assisted workflows Based in Istanbul, open to remote roles in EU/US timezones
Led Student Success operations for a project-based coding school. Served as the primary point of contact for learner experience across 9 cohorts, managing cross-functional coordination with mentors, curators, and support specialists. Key achievements: • Onboarded and guided students through structured learning journeys, setting clear milestones and goals per cohort • Monitored student health metrics across 9 cohorts, proactively identifying at-risk learners and intervening early • Redesigned retention and re-engagement strategies, increasing course completion rates from 25% to 60% • Reduced average mentor response time from 36 hours to under 2 hours through SLA redesign • Built automation for notifications, certificate generation, and feedback collection — reducing manual workload by 40% • Collaborated with Product and Education teams to relay structured feedback and drive course improvements
Built the operational backbone for a leading DeFi protocol. Structured communication, knowledge management, and cross-functional workflows for 150+ global contributors. Key achievements: • Served as primary point of contact for 150+ contributors, managing complex inquiries and cross-functional coordination • Built a centralised knowledge system in Notion — reducing duplicate questions and coordination overhead by 40% • Standardised key contributor workflows, reducing ad-hoc coordination overhead for leadership by 60% • Led full migration of internal communication tools with zero disruption to ongoing operations
Owned the full learner support and operations portfolio for a top-tier tech education platform. Acted as the operational bridge between students, support teams, and product leadership — ensuring customer satisfaction at scale. Key achievements: • Managed a portfolio of 250+ expert accounts, conducting regular check-ins, tracking performance, and resolving escalations • Designed a closed feedback loop between students, support, and product teams — translating insights into documented action items • Built a cohort capacity planning model ensuring 100% expert coverage, reducing last-minute escalations • Reduced time-to-independence for new experts from 3 months to 3 weeks through structured onboarding • Managed monthly operational budget of up to $1.6M; led cost optimisation reducing costs by 38% • Scaled the team from 30 to 250 experts in 3 years