Customer Experience Programs Manager
Istanbul, Turkey
• Led regional Customer Care Leaders and Service Center Leaders consisting of 12 individuals• Created detailed customer journey maps to enhance understanding of all touchpoints.• Developed VOC collection and measurement mechanisms for the various business functions including Sales Operations and Service Delivery. Leveraged tools such as Qualtrics, S800, and Medallia, and designed customer satisfaction dashboards.• Identified Service Delivery Key Performance Indicators (KPIs) from a customer-centric perspective.• Designed and implemented Service Delivery performance dashboards leveraging BI tools (Tableau, SFDC) to monitor KPIs by region and product.• Analyzed both VOC and Service Delivery data, identified the improvement areas as segmented by product/region, and conducted workshops to develop solutions.• Established and supervised cross-functional project teams as per region to improve customer experience• Formulated project plans and provided regular progress updates to relevant stakeholders.• Effectively drove the change management phase to meet all project deliverables.• Conducted quantitative analysis on 14,000 customer comments. Classified them as Praises, Recommendations, and Complaints as per the relevant phase of customer services.• Executed benchmarking analysis on 3,000 customer input, and determined competitive advantages and focus areas for improvement.• Translated analysis outcomes into business recommendations, and presented findings to executive management at business reviews.• Collaborated with the marketing team to deploy a customer insight generation study with Key Opinion Leaders/Influencers in the healthcare sector to understand the main drivers behind the purchasing decision.• Led the EAGM CRM transition project to Salesforce.com which was deployed for escalation management.• Executed a Customer Centricity campaign through various channels, and was awarded for recognition of the campaign's success.
