Çağın Karabulut Email & Phone Number

Ingolstadt, By, De

Germany

Germany

Act as country key user on Oracle Service Cloud by designing workspace, ticket routing process/escalation rules, SLAs and creating operational reports for call center, stores and related business units in HQ. Manage local contact center vendors with customer-centric mindset on operational and KPIs issues.Collaborate with local contact center vendors to manage in the line with MediaMarkt strategy.Provide guidance, feedback and leadership to drive local vendors to achieve continuous and sustain improvement on all operational, quality and satisfaction metrics.Work closely with customer experience, operational excellence and other departments to turn customer pain points to opportunity/customer satisfaction with regular meetings.Share performance reports of contact center, HQ departments and Store by weekly/monthly/quarterly and yearly

Istanbul, Turkey

Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.Ensuring agents understand and comply with all call center objectives, performance standards, and policies.Answering agent questions regarding best practices or difficult calls.Identifying operational issues and suggesting possible improvements.Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.Preparing reports and analyzing data to assist management as they determine call center goals.Working with other supervisors and management team members to support agents and maximize customer satisfaction.Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Istanbul, Turkey

• Help to build strong & good customer relations• Recruiting staff and doing appraisals• Arranging staff meetings• Training and development• Sorting security issues• Arranging promotional events• Allocating tasks to staff• Ensuring the performance of the staff is of a high standard• Reporting to management• Organising holidays and training• Discussing and resolving problems• Carrying out performance reviews

Istanbul, Turkey

- Conducts computer training needs assessment by collecting information pertaining to work procedures, work flow, and reports; understanding job-specific functions and tasks.- Determines system utilization requirements by researching and testing systems.- Designs computer training manuals by identifying and describing information needs; using desktop publishing; submitting initial versions for review; revising and editing final copy.- Maintains safe and healthy training environment by following organization standards and legal regulations.- Conducts training classes by presenting job-specific, company-specific, and generic software applications and personal computer classes.- Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.- Maintains quality service by establishing and enforcing organization standards.- Evaluates training by evaluating effectiveness of training to specific job applications.- Maintains technical knowledge by attending educational workshops; reviewing publications.- Contributes to team effort by accomplishing related results as needed.

İstanbul, Türkiye

- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort- Provide the team with a vision of the project objectives- Motivate and inspire team members- Lead by setting a good example (role model) – behavior consistent with words- Coach and help support team members; help resolve dysfunctional behavior- Facilitate problem solving and collaboration- Strive for team consensus and win-win agreements- Ensure discussions and decisions lead toward closure- Maintain healthy group dynamics- Intervene when necessary to aid the group in resolving issues- Assure that the team members have the necessary education and training to effectively participate on the team- Encourage creativity, risk-taking, and constant improvement- Recognize and celebrate team and team member accomplishments and exceptional performance- Create a report for Social Media Channel - Coach and help social media technical team members

İstanbul, Türkiye

- Provides first-level technical support on HP supplied products and/or peripherals using documented procedures and available tools- Provides first-level technical support on HP Supplied software and applications to the point of installation and basic use, or to the level of service appropriate to the warranty offered on the product- Uses troubleshooting techniques and tools to identify technical defects/issues- Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident- Maintains knowledge of HP's product line and service offerings along with future industry products and technologies- Attends required technical training sessions and makes effective use of assigned lab time- Complies with schedule adherence to ensure overall service level targets are achieved- Identifies and provides input on unique or recurring customer problems

Istanbul, Turkey

Bachelor'S Degree, Public Relations, Advertising, And Applied Communication

Associate'S Degree, Communication And Media Studies, 2.47

High School, Mechatronics, Robotics, And Automation Engineering