Cemile Güney Email & Phone Number

Vienna, Austria

Vienna, Austria

Managing the Service Desk Team with 1st and 2nd level type requests in connection with billing and platform issues.Working closely with Microsoft Support and Engineering Teams.Support of clients with their O365, Acronis, Adobe, Azure etc. issuesFocused on process improvement and continuously looked for ways to improve (automate and simplify) processes to make them more efficient and scalableEngaged with different teams, country leaders, technical departments to optimize work processesThe customer satisfaction rate and answer rate improved

London, England, United Kingdom

Hired via Hays Recruitment:Worked in the billing team where I dealt with escalated payment disputes and I cooperated closely with the Finance team on aged received reports. Provided training to new team members and prepared helpful templates.I reduced the backlog of Zendesk emails with the strategic approach of using the tools to their full capacity, Used internal CRM tools and Gocardless, SavviI made outbound calls to B2C and B2B customers for outstanding invoices to recover the debt, simplified process with own reporting and templates which have been used for the project.

London, United Kingdom

I led a team of 6 technical support team members and actively collaborated with team leads of other departments on building a robust mechanism of internal company communication.I carried out supervisory responsibilities such as 121s, coaching, updating and documenting manuals and templates. I managed workflow, escalations and effectively delegated workload across the team members.Ensured that Nexudus business application systems are developed, maintained and supported and I implemented company procedures, prepared reports, and assessed team performances.

London, United Kingdom

Supported daily operations of the touring team and festival team for events under the AEG Presents and Goldenvoice brands.Worked closely with partners, peers, and other departments at the British Summer Time festival site.

London, United Kingdom

I managed a team of 40 front and second-line customer service staff, I oversaw daily operations, assessing risks in critical situations, identified problem areas within the team and streamed standard tasks, delegated workflows between teams, (e.g. with Account Management and Marketing departments), across 10 European markets, reported directly to the Customer Service Director. I worked with Zendesk and Inbenta to improve FAQ's Information and internal Knowledge Base and pushed the self-help rate up to 95%. I continuously improve the customer experience.I participated in the head of department meetings, developed and drove strategies and programs to improve the competitive position and profitability of the organization.

London, United Kingdom

I supervised the team of customer service agents and administrators to increase order resolution and decrease overall breakage / unfulfilled orders. I inducted staff, conducted training and performance evaluations; resolved conflicts within the team through coaching. I coordinated with an external fulfilment team to manage a complex process of ticket dispatches, address changes, box office collections and reseats as necessary. I dealt with large, complex tour cancellations, highlighting fraudulent retail activity, and maintained key internal communications to enable smoother operations.

London, United Kingdom

I coordinated event ticket dispatch between secondary sellers and buyers in the German-language markets. Handled customer enquiries and complaints, telephone bookings, refunds, and event updates - including offering customers replacement tickets when required. Supported German sellers in their communications with the Get Me In! Account Managers.

Assisted customers with their requests such as booking tickets, hotels, transfers, and gathering information for their upcoming trips - from special offers on hotels to cost quotations.

London Victoria

Cover Duty ManagerPark Plaza Hotels, LondonDealt with guest check-ins and check-outs, making reservations, and with customer complaints. back-office duties and auditing responsibilities.

Education record

Service Industry Diploma In Hospitality Management