Managing enterprise application development professionals - Managing Consultant Services - Resource planning - Budget planning - Managing relation with customers - Researching new technologies

Responsible from customer retention operations in dealers, Turk Telekom offices and Call center. Nearly 800 people are working in these operations. Retention activities were implemented via face to face and telephony. Retention offers have been developed. Retention technical infrastructure has been improved with IT group. Reporting processes were constructed.Face to face retention rate was increased from %40 to % 65. Call Center retention rate was increased from % 9 to % 20. Also employee satisfaction was increased from %65 to %72.

Responsible from bad debt operations which were implemented in TT offices and Call Centers. These operations were done via telephony and face to face channels. Offers and methods for collection of bad debt have been developed and improved. Nearly 350 people have been working in offices for this operation.

Main responsibility was management of Customer Care operations. In call Center nearly 1200 person were working. Eleven managers were directly reporting to me. Tracking of current operations, reaching defined KPIs, developing and improvement of operations were responsibility of this group. New services have been developed according to sales, marketing and other division’s requirements. Also this group I was responsible of Office improvements. Offices uplift processes are traced by my department. Offices have been designed according to new customer care conceptCall Center service level was increased from %60 to % 87 and also cost was decreased nearly %20.Telesales performance was increased from %8 to % 20.Customer satisfaction was increased from %60 to % 72. Channel efficiency was increased from %52 to % 87.Call Center retention performance was increased from %9 to % 20.

Main responsibility was management of Customer Care and customer related IT projects. I was responsible implementation and usage of Office uplift, Work Force Management, Work Force Optimization and Dashboard projects. Team members, suppliers and company departments are managed to achieve implementation of projects. WFM consists of scheduling&planning, e-learning, adherence&scorecard and voice recording parts. Also I gave support for CRM as a project manager. I have managed Office uplift project that’s aim is changing Turk Telekom offices according to new concept. I was responsible overall of the project includes designing, civil works, employee job description, work process and etc. These projects cost was nearly 20M TL.

Main responsibility of this role was developing infrastructures of VAS services and controlling quality of softwares which was developed upon these infrastructures. Performance indicators were defined. Performance, functionality, subsystem and stability tests of softwares are executed. Results are shared with related groups. Forcing these groups for meet expected indicators of unmatched criterias. Also VAS & Service Enabling Platforms supervisor role was implemented. VAS integration for new services have been developed

Main responsibilities were do the system analysis, technical design of VAS projects, determine correct solution of needs, lead developers and coordinating other technical stuff to implement solution. Consulting has been given to development, planning and operation groups. Technical documentation of related projects were prepared. Also this role includes analysis and implementation of new technologies about VAS which also was leading role for team members. VAS applications have been developed by using various technologies varies from .Net to java technologies.

In this role value added services frameworks were developed. Rapid, fast and reliable gateways like SMS gateway, USSD gateway were developed. SMS services, LBS services, wap web portals and ussd services were developed. Because of company startup this role also includes analysis of projects and related partner needs before development, preparation of system architecture documents, preparation of educational and operational documents and taking applications to production environment. Also operation support were given for a while.

Main responsibility was developing bank teller application with other team members, giving 3rd level support and implementing maintenances to this product. Oracle databases and development environments includes Oracle forms, Oracle reports are upgraded with operation group using CA tools. Other banking and finance developments were also done.