Binnur Özsoy Email & Phone Number

İstanbul, Türkiye

• Implementation of business transformation jointly with management team• Align with the every Business Domain for new Digital Architecture and ERP.• Brings its process expertise to align the business with the process and solution.• Gather comprehensive business requirements and assess the need, lead and guide business process owners to align with company objectives.• Arbitrates conflicts between Business requirements and Core Business Processes.• Challenges and supports the business transformation with site management, ensures implementation of change management and communication plan actions in business domains, and contributes to the project’s value creation.• Stakeholder management to adhere the project timelines• Site acceptance meeting at the end of the each phase of the project

İstanbul, Türkiye

• Lead Quality Management System requirements at MEA level starting from 2023 as a supporting leader• Lead and guide 6 region in zone to achieve QMS objectives • Align global QMS transformation strategy and support 6 regions to achieve this QMS transformation• Contribute to MEA CSQ team to align with CSQ priorities at zone level

İstanbul, Türkiye

• Be the voice of the customer in every step of the customer journey• Lead and collaborate with different stakeholders to achieve NSS ambition • Lead Continuous improvement projects in various touchpoints using A3, Lean 6 Sigma methodology at MEA level related to CX• Leading Customer Journey Mapping (CJM) project in an agile methodology• ISO 9001 Internal & External Audit management

İstanbul, Türkiye

-Increase Customer Focus initiative in the organization -NSS / NPS tracking and taking actions by working with different departments collaboratively-Analysing deeply customer survey results and defining gaps for competition-Managing customer visits and taking actions to close the loop -Working with other countries to increase maturity level for Customer Experience topics-Managing Medallia platform in the organization as admin -Managing CX projects for repetitive customer complaints-Taking part for Customer Journey Mapping and Continuous Improvement Projects related to CX

İstanbul, Türkiye

• Managing Customer Satisfaction and Complaint Management at country level• Evaluate monthly and yearly customer satisfaction survey results and sharing the results with Top Management• Managing Technical Expert Assessment (TEX) Process for problems that can not be solved for long time• Quality Management Systems & Documentation Management for - ISO 9001 , ISO 27001• Follow up corrective and preventive actions with related departments• Planning, making, reporting internal audits and working for elimination of internal audit nonconformities• Conducting awareness and orientation trainings

İstanbul, Türkiye

• Quality Control Laboratory and Soap Production Quality Leader for 12 people. • Monitoring the Quality Systems Application (ISO 9001, ISO 14001, OHSAS 18001) in the company• Internal & Supplier Audit• Controlling the production area weekly and reporting the results with root cause analysis• Observing the corrective and preventive actions• Responsible for calibration for all equipment in both laboratory and production area

İstanbul, Türkiye

- Team member of “Performance Analysis of Employees” project. - Observing manufacturing process and preparing a process report.

- Observing the solid, semi-solid and liquid production steps and giving feedback to the manager.

İstanbul, Türkiye

- Assisting the chemist during the test and using devices like HPLC and Gas Chromatography.- Preparing daily report about quality control analysis.

Lisans Derecesi, Chemical Engineering

Education record