MOOV & Getir Drive Customer Services & Relations Management

MOOV & Getir Drive Customer Services & Relations Management

As the Head of Finance & General Coordinator, I managed all operational processes of NSM (New Source Medical), a company established in November 2018. During this time, I oversaw the procurement, HR management, R&D management, establishment and management of the field sales team, customer service team, IT, data management team, technical service team, NSM marketing, brand awareness, and offline marketing strategy management and monitoring. The New Source Medical company is the exclusive distributor of Siemens Healthineers.Managed teams:Field sales teamMarketing teamIT teamCustomer service teamData management teamTechnical service teamKey processes managed:Online and offline marketing managementBrand managementB2B and B2C account managementCompany procurement managementPlanning, monitoring, and management of company budgetBusiness development (determining the company's future strategies and taking action)CRM management

As the Operations Manager, I managed all operational processes of Yettim, a startup company established in November 2018. During this time, I oversaw the procurement, HR management, P&L management, establishment and management of the field sales team, customer service team, preparation of all processes for the future of the company, software processes, and management and monitoring of marketing work to increase brand awareness both online and offline. When I joined the company, it had only 10 restaurants and 10 employees. Within a short period, I increased the number of restaurants to over 200 and the number of employees to over 15. To increase the number of restaurants, I planned all communication channels (offline and online marketing), as well as face-to-face meetings. I then managed all channels required for customer acquisition (end users) and increased brand awareness.Managed teams:Field sales teamMarketing teamIT teamCustomer service teamData management teamDesign teamKey processes managed:Online and offline marketing management (Adsense, AdWords, traditional marketing such as TV, radio, etc.)Brand managementB2B and B2C account managementCompany procurement managementPlanning, monitoring, and management of company budgetBusiness development (determining the company's future strategies and taking action)CRM management

As the Operations Manager, I played a key role in establishing and re-preparing all processes of Renault Diyalog, a customer service operation of Renault, a leading automotive sector company in Turkey and the world. After coordinating the requirements for the operation area, such as seats, air conditioning, construction, and personnel supply, I oversaw the management of both end-users and dealerships during the duration of my role.Key processes managed:Team management (around 150 agents and 10 team leaders)Management of customer and dealership complaintsProcess management for customer service (including call center management)Management of dealer agreements and process controlsManagement of training processes for personnel involved in customer service operations

▪ Strong leadership skills (formulated the teams’ strategies). ▪ Solid managerial skills.▪ Managed team for results (Monitored KPI’s and at team-level).▪ Mediation skills (resolved conflicts within the team).▪ Team bonding (regularly took team out on social outings).▪ Coaching and mentoring skills (enabled and empowered individuals to reach their potential).▪ Developed a diversified group of highly skilled individuals (created personal development roadmaps).▪ Creating successful individuals and team (capitalized on the individual’s strong points, and developed their weak points to create a strong and successful team).▪ Closely worked with the spare part organization & repair service to resolve customer escalations.▪ Reviewed and cleaned up the external online FAQ and knowledge base.* Managed HP, Indesit,Gittigidiyor,Turknet,Greenpeace operations

▪ Strong leadership skills (formulated the teams’ strategies). ▪ Solid managerial skills (managed a team of 30 engineers).▪ Managed team for results (Monitored KPI’s and at team-level).▪ Mediation skills (resolved conflicts within the team).▪ Team bonding (regularly took team out on social outings).▪ Coaching and mentoring skills (enabled and empowered individuals to reach their potential).▪ Developed a diversified group of highly skilled individuals (created personal development roadmaps).▪ Creating successful individuals and team (capitalized on the individual’s strong points, and developed their weak points to create a strong and successful team).▪ Product and training specialist on new (NPI) and emerging technologies.▪ Closely worked with the spare part organization & repair center to resolve customer escalations.▪ Reviewed and cleaned up the external online FAQ and knowledge base.▪ Managing and implementing the tools for HP CC (Logmein, HPSA, SRDASH)

Re-engineered the EMEA No Trouble Found (NTF) process for call- and repair-centres:▪ Strengthened the relationship between the call- and repair-centres by facilitating onsite meetings.▪ Closely worked with the repair line to resolve customer escalations.