Elit Koç Email & Phone Number

Cyprus

Cyprus

Cyprus

- Managing an reporting Help Desk Team daily requests.- Analyzing and managing requests and problems.- Leading and coaching the team.- Reporting team’s daily, monthly and yearly performance to the Manager.- Created a new ticket management system and wrote it’s business analysis report for engineers. Responsible of all testing process.- Analyse university programs and developing the programs according to needs. (Dorm, Student Portal .. etc.) Writing business analysis reports, following and testing process.- Managing new business projects- Teaching new systems to the users. Planning and coordinating the training.- According to university needs, creating new solutions for programs and working with software developers for solving them. - UI mockup designing, analysis business needs, defining a business case, modelling requirements, project management and development, quality testing, eliciting information from stakeholders.- Projects : o Ticket management system (include EDMS)o University dormitory systemo Prep School moduleo TRNC Exam registration & announcemento University student, student affairs & academic staff portalo Pre-Registration Portal

Cyprus

- Reporting and analyzing monthly OPEX and CAPEX and EXCO Pack Summary reports.- Preparing and forecasting 5+7, 9+3 and 9+15 OPEX and CAPEX reports.- Preparing monthly Tariff Profitability report.- New Tariff and Campaign Analyzes and their Post Reviews.- Analyzing all Capex and Opex Project Businesscases of Network, IT, HR, Sales, Marketing and Product&Services Departments.- Preparing Monthly and Quarterly Baddebt Business Review.- I created CBU Scorecards. Preparing and analyzing monthly.- Preparing monthly OPEX and CAPEX Cashflow reports.- Sharing their OPEX and CAPEX reports with departments. And also controlling their budgets and warning them about their situations. I worked with IT and created new network for sharing budgets. That helped to easier access to authorized staff for using their udget files.- Approving Purchase Orders.- Preparing, comparing monthly IX Costs.- I created a data on excel for following projects that we done. And it helps to find last projects’ commitment paper and businesscases.- I was responsible from interner’s schedule, workflow, training and progress period.

Cyprus

- Giving orientation, practical, monitor using, theoric and and also tariff, campaigns class trainings for new Enterprises Business Unit (EBU) and Consumer Business unit (CBU) employees.- I changed training system for sales staff. Made it more detailed and comprehensive. I also added some commucation trainings as well.- I created first staff performance system and knowledge test for shop and sales staff. Then, we started to follow their knowledge perfomence with their sales performance.- Reporting and analyzing EBU and CBU sales personals’ daily, weekly and monthly sales performance reports.- Reporting EBU departmant’s subscribers revenues, customer numbers.- I created new tables that help to follow their target realizations and percentages for shop investors and sales executives.- I created an information guide which includes all campaings, tariffs and technical information which were needed by shop personal for answering subscriber’s questions. First of all, I did it on Excel. After that, I worked with IT departmant and integrated it to the system.- I solved the employee authorization differences by making another project with IT.- I developed existing sales report and started to sharing everyday from2 days in a week.

Cyprus

- Giving orientation, practical, monitor using, answering phone, theoric and and also tariff, campaigns class trainings for new staff.- Preparing daily, weekly and monthly Call Center Reconciliation report. I was reconciling with Finance Operations at the end of the month.- Preparing Call Center Agents monthly performance reports.- Preparing Call Center Agents monthly tests.- Listening and evaluating agents’ calls for their performance reports monthly.- Preparing weekly Call Center schedule according to call density.- According to results of monthly performance reports, I identified lack of the team and arranged personal and group trainings to reinforce the need information and increase knowledge level. By these trainings team’s performance was increased %95 average. And that increased customer satisfaction as well. - Leading inbound and outbound team.

Cyprus

- I was taking Turkish and English inbound calls.- Solving subscriber problems on phone. If there was a problem which could not solve on phone, taking subscriber’s complain and calling back after solved it.- Making outbound birthday calls.- Calling voluntary disconnection postpaid subscribers and collecting data about disconnection reasons. (I was reporting it monthly)- Giving orientation, practical, monitor using, answering phone and theoric trainings for new staff.- Preparing daily, weekly and monthly Call Center Reconciliation report. I was reconciling with Finance Operations at the end of the month.- Calling existing postpaid subscribers for renewing their campaigns and near to end commitments.- Calling Baddebt Postpaid subscribers.- I developed and worked with IT department for a project which solved the reconciliation problems with Finance and saved time for Call Center Agents on phone.- Prepared an English Basic Clauses Guide for Agents who don’t know English, to help foreign subscribers.

Cyprus

- I was taking Turkish and English inbound calls.- Solving subscribers problems on phone.- Making outbound birthday calls.