Murat Türk Email & Phone Number

Ankara, Türkiye

Ankara

Managing and developing new/existing business and creating new opportunities through public sector.Working with solution sales teams to generate sales opportunities and targeting potential customers.Managing the sales pipeline with a forecasting methodology to achieve sales targets.Being the face of Vodafone with public sector and organizations you manage and do it properly.Successful management of relationships with clients in the public sector.

Ankara

-Coordinating Call Center traffic in order to reach KPI goals.Once an unexpected call volume increase,generating alarms for taking precautions -Preparing/Reporting KPI’s results as a daily,weekly,monthly.-Following up the system and general customer problems and solving the problems.After that calculating the effects of the problem on Service KPI -Tracking Service Level – AHT – staff deviation -Monitoring Contact Center Workload , skillsets , self care channels and digital channels-Before launching a new tariff/a new campaign or a new service,Forecasting and calculating the call volume of it-Coaching 3rd party employees

Reporting Call Center Senior Manager.-Leading a team of 5 call center teamleaders and responsible for coaching and developing reports on customer service processes ( 5 Teamleaders, 75 team members/agents) -Monitoring of individual and team results to identify and developing approaches on both positive and negative performance-Providing regular feedback to teamleaders regarding their performance -Work with other departments in the organization, such as quality assurance, training,network IT, and HR-Responsible for hiring, coaching and terminating call center employeesOnce the existing senior manager was appointed another city or location,I was charged on all the responsibilities and worked as a senior manager temporarily for 6 months

-Develop and manage the team of agents directing their activities for the achievement of company targets and goals.( 15 Team Member/Agents)-Monitoring service levels and communicates issues to Supervisor.-Providing agents with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.-Preparing team performance reports and productivity reports.-Training and coaching agents to improve performance -Motivate and encourage agents through positive communication and feedback

London

Intesan Research Instıtute,LondonTitle:Researching Assistant,Jan. 2001-July 2001Basic research techniques with regard to demand