Murat Türk Email and Phone Number

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.

-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

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