-Trained, mentored and leaded a team of 5 Account Specialists and achieved the highest amount of VIP Customers with a %22 annual increase.-Exceeded annual deposit, turnover and revenue targets 120% by continuously analyzing player activity, acting as the main contact for assigned top-level customers and improving the performance of Account Specialists.-Ensured seasonal proper promotional offers and gifts by working together with CRM, reactivated +1000 VIP customers, created 3 campaigns with an average %40 opt-in rate.-Implemented new methods for onboarding, rewarding customers, training new Specialists and reduced the time spent by %25.

-Performed a successful B2B management for 500 mid-market accounts, activated 30+ prospect customers, achieved sales target 150% with introducing multiple product lines to companies in different trades-Converted monthly 15+ walk-in customers to regular buyers by successfully marketing, presenting and demonstrating Hilti products and services-Boosted team sales by 10% with developing a new marketing-outbound strategy for better understanding of customer's trade, cross-selling, up-selling, tracking account history-Strategically re-designed store according to monthly targets and customer behavior, introduced min-max system to ensure stock availability and better planning

-Managed Apple Turkish team to increase customer satisfaction level up to 95% and issue resolution level up to 85% by designing files to analyze performance, performing spot-checks and offering genuine solutions.-Conducted agent monitoring plans, monitored 150+ agent calls, identified individual and process level issues through monitoring and avoided future mistakes by informing call center managers, educating team leaders and training agents.-Ranked first among all QAs in Apple's external calibration with scoring 96% and became gauge in the following internal calibrations.-Spotted several emerging issues and created awareness by sharing feedback with Apple and site management, played a key-role in resolution of country-wide issues.-Delivered daily report and briefing for Turkish and QA team, presented call center guidelines to supervisors and agents, answered questions as management representative, participated in daily management meetings to review and improve performance.