Omer Demir Email & Phone Number

Istanbul, Turkey

Istanbul, Türkiye

Istanbul, Turkey

Founder MokaPota Roastery• Created a coffee brand and online shop from zero-ground• Manage, design and lead all digital assets, activities, campaigns and strategy• Manage digital advertisement strategy and channels • Manage sales, supply chain, roastery operations, logistics and customer experience

Istanbul, Turkey

Serving automotive, insurance & fleet companies for roadside assistance Accountable for P&L, B2B and B2C Customer Experience, Process & Team Improvement Lead more than 85 people in a direct line. (Inbound, back office, complaint & quality office, supplier network & partner relations) • Lead the strategy to enlarge the customer base and get into new business areas.• Managed over 25 enterprise customers’ roadside assistance call centers (well-known automotive, fleet, and insurance… Show more Serving automotive, insurance & fleet companies for roadside assistance Accountable for P&L, B2B and B2C Customer Experience, Process & Team Improvement Lead more than 85 people in a direct line. (Inbound, back office, complaint & quality office, supplier network & partner relations) • Lead the strategy to enlarge the customer base and get into new business areas.• Managed over 25 enterprise customers’ roadside assistance call centers (well-known automotive, fleet, and insurance companies) and designed tailor-made service models depending on their needs, budget and strategy.• Launched m-şarj which is Turkey's first EV mobile charger (https://www.marmassistance.com/m-sarj)• Launched m-oto yardim which is Turkey's first motorcycle roadside assistance (https://www.marmassistance.com/m-otoyardim)• Launched auto dialer which is Turkey's first interactive roadside assistance follow-up system• Launched b2c model• Generated a new price model for risk projects to eliminate risks for both customers and the company Show less

Istanbul, Turkey

Consult to Coffee ProducersGenerate Revenue via Affiliate, and Content Marketing. eCommerce trader and consultantFounder MokaPota.com, BizdenUcuz.com, BuyingCoffeeMaker.com• Coffee, Degustation, and Digital Asset (Content, Strategy) Consultant to Coffee and Coffee Machine Producers• Amazon Seller (US, Canada, Mexico, UAE, Singapore & Australia)• Author of "Read This Before Buying Coffee Maker" (https://amzn.to/2XqGtvO)• Worldwide Affiliate Marketer

Istanbul, Turkey

Managed User Testing, IT Level 1 Support, and Training functions of Turkey's biggest Oracle Siebel Transformation Program. Part of the Program Management Team as a stream leader. • Managed a total of 140+ employees directly, including 2 direct report managers and 10 team leads.• Partner of program governance, responsible for program progress, risks, and potential opportunities • Accountable for CRM Users’ e2e experiences and Customer Advocacy. Voice of customers &… Show more Managed User Testing, IT Level 1 Support, and Training functions of Turkey's biggest Oracle Siebel Transformation Program. Part of the Program Management Team as a stream leader. • Managed a total of 140+ employees directly, including 2 direct report managers and 10 team leads.• Partner of program governance, responsible for program progress, risks, and potential opportunities • Accountable for CRM Users’ e2e experiences and Customer Advocacy. Voice of customers & users• Established class, and online training models for Vodafone in-house, outsourced call centers and Vodafone shops• Follow up and develop employees for the new CRM system companywide (in-house and outsource 3000+ call center employees and 1500+ shop employees)• Participate in every step of SDLC (software development life cycle) to eliminate late errors from the beginning to provide proper delivery. Show less

Istanbul, Turkey

Lead Layer 2 Inbound Call Center, Backoffice, and Red Team (High Valued Customer’s Technical Field Team) 6 Supervisor, 80 Employees in 5 Cities)• Launch and design processes of the first mobile remote support and chat application in Turkey (Mobile Help).• Manage transformation from data services to technology consultants (connection problem solver to offering solutions that make customers’ lives easier)• Doubled up the capacity of the team with the same headcount by using new field… Show more Lead Layer 2 Inbound Call Center, Backoffice, and Red Team (High Valued Customer’s Technical Field Team) 6 Supervisor, 80 Employees in 5 Cities)• Launch and design processes of the first mobile remote support and chat application in Turkey (Mobile Help).• Manage transformation from data services to technology consultants (connection problem solver to offering solutions that make customers’ lives easier)• Doubled up the capacity of the team with the same headcount by using new field route methodologies Show less

Istanbul, Turkey

SPOC for the corporate call center, accountable for budget, key performance, service level, and modern technologies, led complaint management process. Owner of “voice of the customer” and cross-functional meetings.Sales management: accountable for large and strategic account sales team’s customer experience process.• Strategic role in receiving iso 10002 complaint management certificate for the first time in the Turkish telecommunication industry.• Establish the “we call you back”… Show more SPOC for the corporate call center, accountable for budget, key performance, service level, and modern technologies, led complaint management process. Owner of “voice of the customer” and cross-functional meetings.Sales management: accountable for large and strategic account sales team’s customer experience process.• Strategic role in receiving iso 10002 complaint management certificate for the first time in the Turkish telecommunication industry.• Establish the “we call you back” feature first time in Turkey• Establish a “daily dedicated agent” feature for the first time in Turkey Show less

Istanbul, Turkey

Generate new models to follow up and Measure IT service performances from a customer point of view.Technical Owner of Turkcell Mobile Services• Created a customer-centric performance metric called “service score”, which will help and guide to reducing problems of 30+ Turkcell Services and IT processes.• Generate a model and establish an SLA & OLA with marketing, product and finance departments.• Represent Turkcell at a worldwide summit as a speaker, to introduce the “service… Show more Generate new models to follow up and Measure IT service performances from a customer point of view.Technical Owner of Turkcell Mobile Services• Created a customer-centric performance metric called “service score”, which will help and guide to reducing problems of 30+ Turkcell Services and IT processes.• Generate a model and establish an SLA & OLA with marketing, product and finance departments.• Represent Turkcell at a worldwide summit as a speaker, to introduce the “service score” model.• Manage several performance improvement projects on mobile-based services using Kaizen and Six Sigma Analytics methodologies. Show less

Accountable for workforce planning, shift and shuttle efficiency, short/long term budget management, reporting and model designsFocused on decision support data generation and simplifying predictions • Build a “Skill & Service” model for easy reconciliation of the invoices.• Establish Turkey’s first part-time call center employee plan with employee satisfaction.• Played a strategic role in Turkey’s first, “An outsource company’s outsourcing project” by creating a burden balance… Show more Accountable for workforce planning, shift and shuttle efficiency, short/long term budget management, reporting and model designsFocused on decision support data generation and simplifying predictions • Build a “Skill & Service” model for easy reconciliation of the invoices.• Establish Turkey’s first part-time call center employee plan with employee satisfaction.• Played a strategic role in Turkey’s first, “An outsource company’s outsourcing project” by creating a burden balance model for the first time. Show less

Istanbul, Turkey

Accountable for service quality, mentoring, developing and empowering agents• Manage & develop inbound and level 2 technical support teams• Create and develop agent & team leader performance system• Customer experience process manager

Master'S Degree, Mba (In English)

Bachelor'S Degree, Naval Architecture And Marine Engineering