- Managing end-to-end outsourcing processes, including customer service, vendor service, rider service and telesales teams.

- Managing BPO processes.- To improve live chat and incoming call SLA values and aim to meet KPI targets.- Contributing to development of business processes to provide a better user experience.- Initiating and following the works to be forwarded to the IT team with details.- Testing the developments made by the IT team in a live environment. Reporting and finding solutions when errors are encountered.- Creating, developing, and managing the contents of the knowledge base screen.- To improve and contribute to the development of tools used by the user experience and operations teams.- Managing and contributing to organizations that will contribute to agent performance. To support the training team.- Filtering the individual technical problems experienced by the agents and sharing them with the IT team.- Taking part in the integration and organization of third party products. To dominate the screens and to use, manage and develop in collaboration with other teams.- Managing operational processes with other departments, informing the Operations team.- Supporting customer experience teams when needed by analyzing and reporting. To support the use of reporting tools.

- Followed the customer services agents' in my team closely and to support their training and personal development processes.- Made detailed analysis of the customer services agents' in my team in terms of service quality and performance and reporting.- Worked to increase the motivation of the customer services agents' in my team.- Maintained the shift order of the customer services agents' and observing their participation to the shift. (Determining the channel they should serve and their break times.)- Administration of operations center based on pre-set goals, and service level targets.- Monitored and managed customer services agents' performance and coaching them as needed to achieve the desired results.- Initiated processes to increase service quality to ensure customer satisfaction.- Developed and improved the processes under my responsibility by taking actions and evaluating outcomes.

- Informed about the system and contract during the membership process of restaurants.- Informed the restaurants that have applied for membership about the necessary documents.- Contacted with restaurants that have not signed the contract yet.- Contacted with restaurants who lack the required documents for membership.- Contacted with restaurants that are ready to open in the system but have not yet activated their page.- Supported incoming calls to the sales line.- Archived by organizing contracts and protocols.

- Administration of operations center based on pre-set goals, and service level targets.- Monitored and managed customer services agents’ performance and coaching them as neededto achieve the desired results.- Initiated processes to increase service quality to ensure customer satisfaction.- Developed and improved the processes under my responsibility by taking actions andevaluating outcomes.

- Handled customer requests, questions, and complaints via live chat or telephone.- Ensured customer satisfaction and successfully solved any problems that may arise.- Identified and assessed customers’ needs to achieve satisfaction.

- Managed day-to-day operations of the cafe also hiring and onboarding new staff.- Trained employees on drinks and meals preparation together with proper use of equipment.- Informed staff on the best ways to resolve issues with clients and deliver excellent customerservice.- Maintained updated records of revenues and expenses.

- Poster and brochure design in line with our campaigns also design digital media campaigns aligned with business goals.- Administered the social media accounts of the company. Maintained a strong online company voice through social media.

- Supervised school cafeteria in terms of order and health.- Advised to increase student satisfaction in the cafeteria.