Firuzan Iscan Email & Phone Number

Istanbul, Turkey

İstanbul, Kadıköy , Tr

İstanbul, İstanbul / Beyoğlu, Tr

Munich, De

Munich, De

- Support Allianz Operating Entities (OEs) globally to implement customer experience management approach by providing OEs with application of established CX methods, best practice sharing, creating expert communities, tools, dashboards. - Steer project management / set-up support on ground on OE request to start and hand over to OE leadership.- Continue to develop customer experience management approach by applying a formal process to capture, refine and transfer OE learnings to enable scale-up.- Enable OEs to act on customer insight and feedback by offering alternative solutions to improve customer satisfaction.- Drives the organization toward customer centricity.

Ataşehir, İstanbul, Tr

Customer Strategies / Customer Experience Management - Creates a persistent focus on the customer in the actions the company takes, supports Executive Team in their role as cultural leaders in the transformation journey. - Develops and enables customer experience management approach, drives the organization to work together for optimum customer experience delivery. - Drives profitable customer behavior through the creation of initiatives such as profitability segmentation, customer retention, loyalty, satisfaction, and improving the overall customer experience - Develops strategies to increase customer value. - Develops a formal process for capturing, analyzing and acting on customer insight and feedbackEnsures the corporate communication and marketing message reflects the company's service delivery capabilitiesDigital Transformation Strategies - Develops/Coordinates company digitalisation strategy, roadmap and digitalisation projects for back office (running operations), front office (customer experience) and head office (impact on business strategies), - Drives the organization to work together for creating an agile working and development environment.Product Management - Defines customer-based offers; steers product development process

Ataşehir, İstanbul, Tr

- Define and Set up new Market Management functions. - Manage all marketing activities to drive profitable growth by defining the customer-segmented marketing mix and driving its implementation within a framework. - Manage marketing budget and sales incentives - Manage a team consisting of 6 departments and 23 employees (+ 35 call center agents). - Market and Customer Strategy & Planning & Business Development (Multi-channel distribution steering) - Market and Consumer Insights & Sales planning and Target Settings - Product Management - Campaign Management & Sales Communication - Call Center (Inbound, Outbound, Complaint Management, Telemarketing) - Brand Management and Customer CommunicationProjects - Life & Pension Turnaround: Set up a new distribution channel specialised for life and pension, design and implementation of a new compensation scheme - Digital Marketing: Set up digital communication strategy, define sub projects (Social Media Marketing, Content Management, SEM, SEO, digital KPIs, mobile apps) and implement. - Branded MOD Products: Negotiate with distributors, design and launch new products (Seat, Skoda, DOD)

Ataşehir, İstanbul, Tr

 Manage Professional & Car Dealer Agencies outside of Istanbul (more than 1000 agencies, 400 mio. TL premium production) Manage a team consisting of 8 regions and 60 employees. Manage Analytic CRM Department (Customer Segmentation, Predictive Customer Models) Projects- Claims Transformation Project: Redesign and implement new contracted repairshop network model, expand supplier network and implement supplier management system.- Branded MOD Products: Negotiate with distributors, design and launch new products (Ford, VW, Hyundai, Nissan)

Ataşehir, İstanbul, Tr

 Set up new distribution channel (Car Dealers) Manage Car Dealers Sales Channel (more than 250 agencies, 100 mio. TL premium production) Manage a team consisting of 9 regions, 13 employees. Projects- Agency Incentive Systems: Designing and implementation of all incentive schemes.- Branded MOD Products: Negotiate with distributors, design and launch new products (Fiat, Renault, Toyota)

Ataşehir, İstanbul, Tr

 Manage Istanbul European region (more than 100 agencies, 85 mio. TL premium production) Manage a team consisting of 4 employees. Projects- Sales Tracking System: Integration of sales team’s daily activities into Microsoft CRM Software.- Agency Monitoring System: Designing a intranet portal for company users.- Agency Information Bank: Designing a web based portal to show agencies their premium production and loss ratio performance, actual campaigns, cross selling tool, etc.

Ataşehir, İstanbul, Tr

 System and Security Engineer- Implementing BS7799 IT standards on the company, writing out all security policies and procedures, analysing risk and vulnerability, auditing. Relations with suppliers and third parties. Projects - CRM Data Warehouse Project, Direct Sales Force Incentive Compensation System, IT Project Approval and Benefits Measurement System, IT Activity Tracking and Decision Support Systems, …. Purchaser- Purchasing all IT requirements (hardware and software) of central and branch offices (more than 7 mio USD in 2001-2005). IT Budget planning, tracking and reporting, preparing feasibility reports for all IT investments.

İstanbul, Istanbul, Tr

 Instructor - Operation Researches (2 semesters), Engineering Economics (3 semesters), Financial Analysis (3 semesters)

Ms In Industrial Engineering

Allianz Leadership Development Program

Bs In Industrial Engineering

Education record

Phd In Industrial Engineering