Istanbul, Istanbul, Türkiye
EXPERIENCE 15+ years of Customer Care/After Sales Services experience at Nokia in repair service network management, pricing, KPI management, RFQ and SLA process, foundation and termination process of service networks/vendors, call center management, complaint and legal case management and 3rd party management. KEY ACHIEVEMENTS Authorization of 12 Nokia Care Branded Exclusive service points, mono-branded service shops with standard interior design and customized service experience, with an overall investment of 600 000 € by 3rd party investors Implemention of performance and volume based pricing structure to service network, resulted with 15% cost saving Defining new validation rules based on repair quality, resulted with 400 000€ annual saving Active involvement to vendor management organization selection process on Europe level for 26 countries Active involvement to local vendor RFQ & SLA processes and ramp-up Deployment of a repair logistics solution for easy access to service points with on-time visibility, reaching 10 000 retailers Deployment of Mobile Services Activation Project; utilization of service points’ consumer interface in mobile service activations, chosen as best practice in Eurasia Leading ‘Nokia Concept Stores express service project’ at 23 Nokia Shops (Nokia branded retailers), resulted with shorter TAT (turn-around-time) and higher customer retention Launching NSU (Nokia Software updater) service in 2000 retailers, resulted with cost saving and increased consumer interaction to Nokia services Re-launching Club Nokia Careline (centralized call center for Europe based in Krefeld/Germany) process for Turkey, coaching 8 customer representatives Deployment of ECH (Electronic Claim Handling Tool) in service network Deployment of Customer Care module of Nokia Online Active involvement to the selection and foundation process of the local call center
Country responsibility for whole Customer Service operations for Turkey; management of repair network of 10 service points and annual business of 17 Million € with a team of 100 service technicians, representatives, logistics function and 1 performance consultant from a vendor management organization; KPI & pricing management; call center operations and legal cases management; owner of safety, security and privacy cases; DOA (dead-on-arrival) devices handling process; ensuring customer satisfaction from repair service network
Management of repair network of 140 service points and annual business of 24 Million € with a team of 600 service technicians and representatives and a vendor management organization of 10 performance consultants, technical supervisors and logistics function; technical quality, financial and operational audits; owner of safety, security and privacy cases handling in Central & East Europe; owner of early warning process of newly launched products in Central & East Europe; DOA (dead-on-arrival) devices handling process; ensuring customer satisfaction from repair service network
Management of service network including Nokia Shops (Nokia branded retailers) with a team of 6 service responsibles in 3rd party repair factories; ensuring customer satisfaction from service points and leading the correction actions to be taken; managing quarterly technical quality audits and taking corrective actions accordingly; re-evaluation of existing service points’ and authorization of new service points
End-user satisfaction through sales and after-sales channels, including service points and call center; management of service points’ repair validation process among service points and 3rd party (Accenture) based in Prague via a regional tool (ECH – Electronic Claim Handling); key user of Care category on local web site including the approval of interactive tutorials’ content, with the management of 1 representative in a 3rd party company; key user of of Customer Care module of Nokia Online – web-based tool including new software and service bulletins information, e-learnings, etc.
Adding new customers to the current customer portfolio by collection and analysis of all possible reports including financial facilities’, budgets, balance sheets, import-export activities, brand information, target populations, selling reports and the risks/limits/credits with other banks; preparing credit packages for the new customer to be approved by Headquarter