Burak Turan Email & Phone Number

Istanbul, Turkey

Istanbul, Turkey

Turkey

Istanbul, Turkey

Istanbul, Turkey

Istanbul, Turkey

Istanbul, Turkey

● Managed 8 functions (Software Development, Systems Management, Technical Infrastructure, Customer Experience, Continuous Improvement, Reporting, Training & Quality and Planning & Monitoring) with more than 80 employees● Successfully restructured both IT and Operations Support teams● Renewed company’s technology infrastructure ● Created cost savings of more than 1 m TL via operational excellence projects● Successfully managed the certification and audit processes for ISO 9001, ISO 14001, ISO 27001, OHSAS 18001, EN 15838, ISO 10002● Redesigned all the reporting, planning and quality assessment processes

Istanbul, Turkey

● Managed 6 functions (CBU/EBU/Fixed Project Management & Process Improvement, Customer Experience, Self Service Channel Management, User Experience Management) with more than 100 employees● Deployed a new Customer Experience Governance Model in the company (Customer Days, Customer Experience Steering Committees, Customer is Always Right initative, etc.)● Significantly improved NPS score of the company to achieve the 1st position within competition ● Managed the UAT and Training Operations with more than 50 employees in the CRM transformation program● Improved product launch processes by working with IT, Marketing, Sales, Customer Operations and other related functions● Managed a 10 m USD yearly CapEx budget to deploy best of the industry technology solutions ● Designed, deployed and improved all operational processes for the newly acquired Fixed business● Managed the seamless transition of operational functions to the new CRM system by managing the end-to-end processes from requirement delivery to the user acceptance testing● Deployed “Call Steering” technology on the IVR to deliver better customer experience in addition to a cost saving of yearly 12 m TL● Improved IVR capabilities to increase containment rate (cost saving of 2 m TL yearly)

Istanbul, Turkey

● Managed 4 functions (Business Relations Management, Process & Project Management, Self Service Management, User Experience Management) with 40 employees (Managers, Executives, Senior specialists, Specialists)● Managed optimization programs to decrease the incoming calls, increase First Call Resolution or decrease average call duration that resulted with cost savings of app. 25 m TL yearly ● Deployed industry first technologies on digital channels (Voice Verification, Call Concierge, LogMeIn, AskOnline, HowTo Videos, etc.)

Istanbul, Turkey

● Managed improvement projects throughout Commercial Group (Increasing First Contact Resolution and decreasing call numbers for Call Center, Improve Sales & Activation Processes/Services, Designing all CC processes, etc.)● Designed processes of Vodafone-wide projects (Mobile Number Portability, Electronic Document Archiving, VISTO push e-mail, etc.)● Responsible for 6 Sigma deployment in Commercial Group (Sales, Marketing & Customer Operations) ● Designed all end-to-end processes for all the projects involved● Consultant for all Lean 6 Sigma projects

Istanbul, Turkey

● Managed Lean 6 Sigma projects throughout the Borusan Group for both production and service companies● Trained group personnel on Lean 6 Sigma● Gave support for 6 Sigma philosophy deployment● Projects:o Improvement of length tolerances of the pipes produced in 5 lines, Borusan Mannesmann Boruo Designing the Financial Rating Process, Borusan Groupo Improvement of Operational Process, Borusan Elektronik (Otomax)o Increasing the Car Supply, Borusan Elektronik (Otomax)o Increase Magazine Sales and Profit, Borusan Elektronik (Otomax)

Istanbul, Turkey

 Managed relations of group companies with financial institutions. Gave financial consultancy to group companies. Managed negotiations of transactions (derivatives, credits, deposits) with financial institutions and determined the appropriate one to work.

Bachelor, Management Engineering

Education record