Murat Ozturk Email & Phone Number

Istanbul, Türkiye

• Designed and implemented a comprehensive test lab environment featuring PostgreSQL, Python, MongoDB, and NoSQL databases to provide training and testing activities.• Utilized Postman to streamline API testing.• Gained practical experience in database administration and query test.

• Leveraged customer data from diverse sources, utilizing tools like Microsoft Dynamics, Power BI, Power Query, SAP BusinessObjects, OLAP Cube, Related; including mailing and SMS campaigns and loyalty programs to identify key trends, purchasing patterns, and distinct customer segments.• Extensively experienced using REST API clients to retrieve data from various data sources.• Developed and executed sophisticated customer segmentation strategies, enabling the creation of highly personalized marketing campaigns to increase engagement and conversion rates.• Conducted in-depth RFM analysis using Python to segment customers based on recency, frequency, and monetary value in order to increase in repeat purchase rate.• Collaborated effectively with marketing and sales teams to design and launch targeted promotions and customer retention initiatives, fostering a data-driven approach to customer relationship management. • Generated comprehensive reports and dynamic dashboards to track key CRM metrics, providing valuable insights into customer lifetime value, churn rate, and overall customer satisfaction. • Proactively identified opportunities to enhance CRM system functionality and streamline business processes, contributing to increased efficiency and productivity across the organization.• Created compelling content and messaging for CRM campaigns across various channels, including email and SMS.• Utilized SAP to create and manage corporate invoices, including data entry, verification, and issue resolution. Demonstrated proficiency in SAP's invoicing module and related financial processes.• Identified opportunities to improve CRM system functionality and streamline business processes.• Managed B2B Gift Cards sales and reporting process.

• Managed all aspects of an Etsy shop specializing in custom laser engraving products.• Developed engaging social media campaigns to drive sales and grow brand presence.• Provided exceptional customer service to ensure high-quality personalized products.• Utilized e-commerce and digital marketing skills to optimize online store operations.

• Identified and implemented process improvements based on data analysis, leading to increased efficiency and cost savings.• Created customized reports and dashboards for EMEA region with Excel and Tableau utilizing SAP Web Intelligence to extract, transform, and analyze complex datasets. Skilled in creating visually compelling reports and dashboards to communicate insights effectively, providing actionable insights to support decision-making.• Ensured data accuracy and integrity by implementing data validation and cleansing processes.• Expertised in identifying, defining, and tracking Call Center agents' KPIs to measure business performance and identify areas for improvement.• Excellent written and verbal communication skills, with the ability to present findings and recommendations clearly and concisely to both technical and non-technical audiences. Proven ability to collaborate effectively with cross-functional teams.

• Spearheaded the development and implementation of the Global Fraud inquiry and reporting process for the EMEA region, establishing operational standards and ensuring compliance with client requirements.• Designed and generated Excel templates for investigations and follow-ups, enhancing efficiency and accuracy.• Created comprehensive guidelines aligned with company policies and procedures, fostering consistency and best practices.• Developed insightful reports utilizing SAP Web Intelligence, extracting data from universes, stored procedures, and reporting modules.• Conducted thorough investigations and prepared detailed reports on advisor cases, call records, and system logs.• Monitored and reported on key performance indicators (KPIs), GDPR compliance, feedback reviews, and CSAT scores for international sites.• Built visually compelling reports and dashboards to facilitate data-driven insights.• Collected, analyzed, and interpreted call and system record data, conducting in-depth inquiries to identify potential fraud attempts.• Audited call records to detect and document fraudulent activities.• Proactively developed report templates to track fraud patterns and root causes, enabling targeted interventions.• Designed fraud risk schemes and provided recommendations for detection and prevention processes, contributing to loss mitigation.• Conducted confidential fraud investigations in response to client requests, demonstrating discretion and professionalism.• Prepared Excel templates for operational use, supporting process optimization.• Contributed to internal knowledge sharing through blog posts and feedback on software/hardware-related topics.

• Processed customer transactions, including deposits, withdrawals, check cashing, processing loans and credit applications, and wire transfers, while ensuring accuracy and compliance with bank policies.• Supported branch operations by preparing daily reports, including cash balancing, account reconciliations, and monthly performance metrics.• Assisted customers with opening new accounts, applying for loans, and understanding bank products, promoting financial literacy.• Resolve escalated customer service issues related to accounts, loans, and card services, maintaining a customer satisfaction.

• Exceeded sales targets by 20% through effective promotion of retail banking products at Kocbank.• Prepared detailed reports and analyses for sales strategies, contributing to the bank's increased customer base.• Utilized hot sales techniques to drive customer acquisition and retention in the retail banking sector.

• Accurately entered credit card application data into the system database, ensuring data integrity and efficient processing. Proficiently handled the debit card imprinting process, adhering to security protocols and quality standards

In my role as an Intern at Kentbank, I evaluated credit and card applications, prepared reports for management, and conducted intelligence on central bank records to support decision-making processes.