Mert Şengöz Email & Phone Number

Kartal, İstanbul, Türkiye

- Managing omnichannel customer inquiries- Troubleshooting with maritime sector professionals to resolve LMS platform issues- Create bug reports and manage their resolution with product and engineering teams- Working with product and scorm content teams for the development of online/offline LMS system- Investigation and root cause analysis of inquiries for product or user error- System pre-launch final testing- Managing all aspects of client success from initial onboarding and throughout entire training experience- Giving online operator training on how to use the LMS system

İstanbul, Türkiye

- Project Management of MVoC (Voice of Customer) Quick Call Reason Scanning Projects(Worldline -Shell Smartcard-Channel21-Aktifbank)- Project Management of Overhead Employee Journey Mapping Projects (Amazon/Nike/Channel21/HSE/GKK/Hepsiburada/Arçelik/Vodafone DE-TR) - Project Management of New Hire Employee Journey Mapping Projects(Amazon/Nike/Channel21/HSE/GKK/Hepsiburada/Arçelik/Vodafone DE-TR) - New Operation Setup Journey Mapping for Nike (Kickoff & Recruitment & Equipment & Training)- ESA e-Sports Beta Gaming Platform Ticket System (CX) Consultancy- BluTV IVR Flow Imporovement & CX Transformation Consultancy- Amazon Seller B2B Closed Lost/Won Analysis (75K cumulative dataset mining)->Speech Analytics workshop for Ininal. (Sestek Data Mining in collaboration with data science dept. supporting development for AI model used for speech to text NLP / call reason categorization by locating keyword patterns / eliminating residuals

Şişli, İstanbul, Türkiye

- Financial follow-up of the Huawei Turkey field store team (400-450 promoters) from the agency center in accordance with the Ministry of Labor İşkur on-the-job training program- Implementation and monitoring of the monthly invoice calendar (fixed/variable cost) and calculation consistency control in coordination with HR and accounting units- Responding to instant requests of the field team, daily reporting of field activities to Huawei regional managers- Periodic field reports in accordance with Huawei report schemes (Paid/unpaid leave, health/birth/military leave)- Vehicle fleet of 86 vehicle‘s contract tracking, km exceeding and arvento contact time reports- Carrying out the severance pay project for the collective dismissals of promoters

Balmumcu Mah., İstanbul, Türkiye

- Satisfaction survey design and field application for international, domestic and Istanbul city tours (1-5 points)- Spreading Excel survey data, transferring to presentation and Word reports of generated operation/sales evaluation summaries (CSAT, NPS, CES, Churn Rate)- Analysis of customer feedback by phone/email/webhelp/social media- Investigation of legal applications from TÜRSAB, Consumer Arbitration Committee, Ministry of Culture and Tourism and submitting them to legal authorities by writing defense- Correction and protection of personal data recorded in CRM software within the scope of GDPR- Customer recovery outbound project management- Searching and participating by creating a participant list for weekly guide meetings

İstanbul, Türkiye

- Management of complaints from multiple communication channels- Satisfaction follow-up of approximately 350 CIP customers of my portfolio before and after travel- Outbound sales promotion focused marketing calls to CIP customers- Implementation of customer satisfaction and service measurement surveys (CSAT, NPS, CES, Churn Rate)- Support team's call quality checks (voice/efficiency/duration)- Otelpuan.com user comment module management (content filtering and management, annual membership and dues tracking of corporate member hotels)- 2016 TÜRSAB elections workshop for TÜRSAB & Detur President Firuz Bağlıkaya (searching project for all TÜRSAB agencies across Turkey)- Follow-up/investigation/development of legal applications of customers with the company lawyer (TÜRSAB, Consumer Arbitration Committee, Ministry of Culture and Tourism) and forwarding them to legal authorities- Reporting the survey performance of hotels, operating units and agencies to the director as Ms Excel pivot tables- Controlled/answered social media guest feedback on Twitter, facebook, instagram, sikayetvar.com, ekisozluk.com

Şişli, İstanbul, Türkiye

- Designing employee satisfaction surveys in coordination with HR managers of key account companies, distribution, data collection and presentation (Ağaoğlu İnşaat A.Ş. MAC Fitness A.Ş. Tirsan Lojistik A.Ş. Yapı Kredi Banking Inc. Media Markt)- Mystery shopper projects for real estate sales offices, MAC gyms- Ms PowerPoint presentations preparation according to survey result analysis

Kadıköy, İstanbul, Türkiye

- Arranging and issuing invoices, valuable files and receipts in order to keep records organized and easily searchable (using www.luca.com.tr software)

Sarıyer, İstanbul, Türkiye

- Updating B2B customer information in CANIAS-ERP program- Contacted individual clients to promote the spread of Back Up assistance service- Role in the physical delivery process of assistance cards to FIAT vehicle owners across Turkey

Muğla, Türkiye

- Field marketing activities to increase the commercial visibility of the touristic charter yacht- Communication with customers in cooperation with the Karl Heinz charter tour agency