Buse Emeksiz Ozer Email & Phone Number

Develop and implement customer experience strategies to enhance customer satisfaction and loyalty across all touchpoints.Analyze customer feedback and metrics to identify trends and opportunities for improvement, ensuring a customer-centric approach in all initiatives.Collaborate with cross-functional teams, including product development and marketing, to align customer needs with business objectives and drive product enhancements.Lead customer journey mapping sessions to visualize the customer experience and identify pain points, developing actionable plans to address them.Establish and monitor key performance indicators (KPIs) for customer satisfaction, and present findings and recommendations to senior management.Foster a culture of customer advocacy within the organization by training and empowering staff to deliver exceptional service.

İstanbul, Türkiye

Managed and mentored a team of technical support professionals, fostering a collaborative culture focused on knowledge sharing and continuous development.Built and maintained strong relationships with key customers, ensuring their needs were met promptly while effectively managing expectations.Continuously refined support processes to enhance efficiency, reduce response times, and improve overall service quality.Oversaw user and customer interactions through Jira Service Management, utilizing JQL for detailed request tracking and reporting.Collaborated closely with product development teams to provide valuable feedback from customer interactions, contributing to the development of new features and enhancements.Managed the testing and documentation of new product versions, ensuring smooth transitions and high-quality releases.Monitored and managed new installations and version updates, maintaining system stability and performance.Led the team in providing swift and accurate solutions to customer requests, achieving high levels of customer satisfaction.

Led the analysis and identification of business process automation requirements, ensuring alignment with project goals and objectives.Conducted regular update meetings with stakeholders to maintain transparency, address concerns, and adjust priorities as needed.Prioritized process requirements based on project scope, optimizing resources and timelines for successful delivery.Supervised and mentored team members in technical development, providing guidance to achieve high-quality outcomes.Conducted comprehensive technical analysis to identify and implement optimal RPA solutions, including the preparation of detailed Process Definition Documents (PDD).Delivered advanced technical training on Robusta RPA to enhance team proficiency and ensure effective solution deployment.Developed high-level process flow diagrams to support Pre-Sales activities, streamlining business processes and improving operational efficiency.Created and executed rigorous test scenarios, including functional and User Acceptance Testing (UAT), leading defect resolution for seamless project delivery.

Istanbul, Turkey

Oversaw inventory management for multimedia products across 200 retail locations, ensuring optimal stock levels for over 100,000 SKUs.Spearheaded the introduction of new products and the strategic selection of new store sites, enhancing market presence.Implemented strategies to streamline inventory by identifying and reducing obsolete and slow-moving stock, resulting in improved service delivery and reduced costs.Developed and executed inventory management strategies that improved stock turnover rates and minimized holding costs.Collaborated with cross-functional teams to enhance communication and streamline supply chain operations.

Directed demand and supply processes, closely collaborating with sales and supply planning teams to accurately forecast and meet customer needs.Established optimal inventory levels and prioritized market demands based on comprehensive sales analysis and market trends.Managed all aspects of material information, orders, and sales through SAP systems, facilitating efficient operations and timely decision-making.Conducted thorough analysis of sales data and market trends to support strategic planning and operational adjustments.Led initiatives for continuous improvement in demand forecasting accuracy, directly contributing to increased customer satisfaction.

Istanbul

Determined weekly replenishment orders to align with company goals.Issued discount orders in coordination with Category Department negotiations.Collaborated with category management, store management, and the finance department.Prepared and analyzed stock reports.

İstanbul

Planned and prioritized projects according to PMI standards while coordinating with the IT departments involved in project execution.

Oversaw stock control and product tracking while conducting time and motion studies to enhance production efficiency

Performed performance analysis and contributed to system improvement initiatives within the department.

Conducted quality control and reporting for call center tickets

Master, Engineering Management, 3,05/4

Leadership and Management Skills: Develops strategic planning, project management, and effective leadership capabilities. Technical.

Industrial Engineer, 82/100