Ali Burak Yücel Email & Phone Number

Ankara, Turkey

Ankara, Turkey

*Supervise a team of support representatives, providing guidance, training, and performance feedback to ensure exceptional customer service delivery.*Lead hiring and recruitment efforts for the support team, including sourcing, screening, and interviewing candidates to build a high-performing and diverse team.*Develop and implement SaaS support strategies to meet the unique needs of our users.*Manage the resolution of escalated technical issues, collaborating with internal teams to ensure timely and effective solutions.*Optimize support workflows and processes to enhance efficiency and productivity within the support team.*Act as a liaison between users and internal teams, effectively communicating user feedback and advocating for customer needs.*Analyze support metrics and trends to identify areas for improvement and implement proactive measures to enhance the overall support experience.*Foster a customer-centric culture within the support team, emphasizing empathy, professionalism, and a solutions-oriented approach.*Contribute to product development and improvement initiatives by providing valuable insights and feedback gathered from user interactions.

Ankara, Türkiye

*Acted as the primary point of contact for escalated technical issues, providing expert-level support and guidance to team members in resolving complex customer inquiries.*Implemented and managed training programs for support team members, ensuring proficiency in product knowledge, troubleshooting techniques, and customer service skills.*Spearheaded the development and implementation of new support processes and procedures to enhance efficiency, improve response times, and elevate the overall support experience.*Collaborated closely with product development and QA teams to identify and prioritize bug fixes, feature requests, and product improvements based on customer feedback and support trends.*Led regular team meetings and performance reviews, providing constructive feedback and coaching to team members to support their professional growth and development.*Actively participated in cross-functional projects and initiatives, representing the support team's interests and advocating for customer-centric solutions and improvements.*Analyzed support metrics and KPIs to identify trends, track team performance, and make data-driven decisions to optimize support operations and drive continuous improvement.*Fostered a collaborative and positive team culture, promoting open communication, knowledge sharing, and teamwork to achieve common goals and deliver exceptional customer support.

Ankara, Türkiye

*Delivered front-line technical support, addressing a wide range of user inquiries and issues through various channels, including email, chat, and phone.*Specialized in providing Level 1 and Level 2 support to users, troubleshooting technical issues, and offering tailored solutions to ensure a smooth user experience.*Collaborated with cross-functional teams, including product development, engineering, and quality assurance, to identify and resolve complex technical issues and prioritize bug fixes and feature enhancements.*Developed and maintained comprehensive knowledge bases, documentation, and troubleshooting guides to empower users to self-serve and resolve common issues independently.*Conducted regular training sessions and workshops for internal teams on product updates, new features, and best practices in technical support, ensuring consistent and high-quality support delivery.*Acted as a subject matter expert (SME) for specific product features or functionalities, providing in-depth technical expertise and guidance to both internal teams and users.*Implemented and managed support escalation processes, ensuring timely resolution of critical issues and effective communication with users regarding issue status and resolutions.*Analyzed support ticket data and user feedback to identify trends, patterns, and areas for improvement, driving continuous optimization of support processes and workflows.*Contributed to the development and execution of customer support strategies and initiatives to enhance user satisfaction, retention, and overall customer experience.*Actively participated in Turkish Localization initiatives at Jotform, contributing to optimizing the Turkish user experience through translation projects and interface localization efforts.*Successfully translated user guides, instructions, and other documentation from English to Turkish, providing valuable resources to enhance the usability of Jotform for Turkish-speaking users.

Ankara, Turkey

*Identified student’s academic needs and accordingly developed action plans.*Monitored student’s performance on a periodic basis.*Maintained instructional materials accurate and complete.*Discussed student’s performance with themselves.*Provided academic guidance to address student’s weak points.*Provided references for students when required.*Managed daily schedules of tutoring sessions.*Encouraged students to utilize their full potential to achieve their academic goals.