Mert Özden Email & Phone Number

Hamburg, Hh, De

Trendyol is leading global e-commerce platform which currently operates in 30+ countries in Europe & MENA region. As customer experience training team, we are responsible of leading all of outsource customer service operation in order to provide best shopping experience for customers.• Identifying current and future training and developmental needs as well as KPIs for customer experience teams• Designing and expanding training curriculums/programs in accordance with Trendyol strategies• Developing training materials for classroom and e-learning modules• Responsible of development activities of internal trainers and valuating the effectiveness of training programs• Supporting Ad-Hoc tasks or projects as required with relevant teams• Managing LMS platform under Training Academy for e-learning training sessions

• Gathering information and course elements from members, internal departments, SMEs (subject matter experts), research institutions, and other relevant bodies.• Creating, developing and designing learning material for both classroom and e-learning modules, and incorporate current technology in executing specific e-learning curricula.• Managing of the Mobile Application which is used to support field operation after classroom training sessions. • Managing LMS platform which consists of creating and updating e-modules as well as e-learning curricula. Additionally, conveying communication with vendors to develop LMS platform and integration with SAP system.• Utilizing knowledge of LMS capabilities to recommend delivery strategies that yield a rich, meaningful, and dynamic end-user experience as well as developing custom reports to assist with planning and managing the company’s training and development initiatives.

Istanbul, Turkey

• Managing and coordination of tele, field and outsource sales teams• Managing and coordination of external events to promote E-Commerce and Alibaba.com for SMEs (small and medium sized enterprises) and organized more than 30 events in different cities of Turkey• Preparation of orientation programs and training for sales team as well as script, flow and processes.• Responsible of creating IVR and CRM systems to enrich operational excellence• Preparation and follow-up of the training materials required for the sales team for exams mandated by Alibaba.com.• LMS Management, e-learning development and implementation• Technical reporting on KPIs to relevant business units

• Conducting the need assessment process for training deliveries both corporate companies and stand alone sessions• Planning & executing & measuring of development activities• Developing & designing interactive tailored training sessions• Following trends in training and personal development areas

Has worked as Pre-Production Procurement Specialist Assistant which assosicates with Product Development Department as responsible of whole the process that consists of follows :• Managing purchasing process of fabric and accessories,• Reporting daily updates about whole process,• Managing the budget for purchasing,• Integrating with other teams in R&D department,

Master’S Degree, Management And Organization

Bachelor’S Degree, Textile Engineering

Activities and Societies: Board of European Students of Technology

Bachelor’S Degree, Textile Engineering