- Reporting to Customer Care Director- Analyse customer service processes, workflows and make suggestions to drive efficiency and effectiveness.- Specify and build tools to increase the speed and quality.- Monitor performance in order to recognise top performers, as well as address areas where improvement is required.- Collect and analyse customer service performance and delivery data.- Develop and maintain standard operating procedures for common situations.- Identify and act to remove obstacles to deliver consistently high levels of service.- Lead and/or support customer service teams through required changes.- Liaise with management team to resolve ongoing issues that require further escalation.- Assist with identifying the training needs.- Create weekly reports for Customer Service and Management Teams.- Working closely with management team to help customer service deliver on their components of overall company goals and objectives.- Leading and/or assisting offshore projects to increase effectiveness.- Leading process improvements with Six Sigma methodologies.- Call center establishment project.- Monitoring Global Business Centre activities.

Reporting to the Turkey General Manager Responsible for customer service operations, documentation, vessel allocation and collections. Leading and coaching a team of 16 people with organizing international business engagement with other functions. Remote leading a team based in three different branches; Izmir, Istanbul and Mersin. Organizing cross-functional coordination. Process optimization.

 Reporting to the Black Sea Cluster Finance Manager (CFO). Responsible for credit management, treasury and document release to cash customers. Leading and coaching a team of 5 people with organizing international business engagement with other functions and Maersk Global Service Centre in Philippines and India. Remote leading a team based in three different branches; Izmir, Istanbul and Mersin. Participating global offshoring projects as team member or sub-leader of related tasks in the projects. Organizing cross-functional coordination with sales and customer service. Support for collections and account payables team. Acting as a credit approver for Black Sea Cluster which includes countries; Turkey, Ukraine, Romania, Georgia, Bulgaria and Israel. Risk and credibility analysis of over 1300 customers. Organizing vendor contracts for risk analysis and arranging coordination with global and local banks. Keeping the coordination with Maersk Global Service Centre for cash flow, in house banking and FX deals.Success Stories: Leaded the “Reducing the Disputed Invoices Amount Project” with positive effect of USD 4M to cash flow and faster invoice dispute solving where the target was USD 2.8M as Green Belt, March 2013. Leaded the Offshoring Project of cash collections, document release, credit and treasury tasks with a cost saving of USD 100K per year effecting my team and position to decommission in terms of simplification, October 2015. Having Managerial Effectiveness Index with 99%, 100% and 100% from “Employee Engagement Surveys” between 2012 and 2015.

 Reported to the Black Sea Cluster Finance Deputy Manager. Responsible for root cause analysis and investigation of invoice errors. Leading and coaching a team of 6 people. Delivered project success criteria for dispute resolution and taking preventing actions for customer satisfaction. Responsible for guidance to commercial departments with internal and pro-active communication. Taking necessary actions to prevent wrong invoicing and regular customer visits for customer satisfaction and deter-mining their needs. Leading the change during offshoring projects.Success Stories: 69% improvement in “Reducing Invoice Disputes Turn-time Project” as Green Belt project lead where the goal was 50% improvement with a net benefit of USD 6K per week in terms of improved cash flow and prevents a loss of inter-est income, May 2010. Offshoring dispute activities to Maersk Global Service Center in Philippines as disputes offshoring project lead as part of global standardization and serving simplification for customer benefits, April 2012.

 Reported to the Customer Service Manager. Responsible for pre-controls of vessel reports, dangerous cargo, arrival notice issuance, pro-active information to cus-tomer service and invoicing. Leading and coaching a team of 6 people. Supervision of customer satisfaction and organizing regular visits to ensure customer satisfaction.Success Stories: Cost saving of over USD 40K per year by leading the project “Reducing Import Credit Memos Project” as Green Belt project lead, where the target was USD 28K with eliminating the wastes in the process and simplification, June 2009. Offshoring Customer Service activities such as invoicing and preparing pre-vessel reports to Maersk Global Service Center with a cost saving of USD 20K per year, November 2008.

 Reported to the Customer Service Import Supervisor. Organizing customers’ import bookings. Taking necessary pro-active actions to keep the customer satisfaction high. Responsible for regular customer visits and telesales activities.Success Stories: Built a team called “Vessel Transport Management” which will handle the transactional tasks that Customer Service was currently handling that enabled Customer Service to provide service more efficiently to keep the customer satisfaction in a better level, July 2007.