Focused on facilitating agility, continuous improwement, and the smooth delivery of value within AgeSA’s workflow, while adapting their respective frameworks to meet business and contact center needs

• Taking responsibility for creating strategic plans to develop thebusiness, ensuring proactive efforts in strategic decision-making processes of upper-level management and ability tomake strategic decisions when necessary• Overseeing and managing the Sales and CustomerManagement Team’s activities including customermanagement, budget Planning and quatation sending in linewith the company vision.• Coordinating sales process for new products & services toexisting customers, interacting with executives personallywhen required.• Managing Communication with all internal and externalstakeholders regarding sales and customer Management fromthe beginning to the end of a sale process.• Designing and implementing sale strategies for Intertechproducts & services both abroad and in Turkey• Identifying sales opportinities for existing customers andcoordinating Product demonstration meeting accordingly• Engaging in post-sale activities such as follow-upCommunication with customers to ensure satisfaction withIntertech Product and services, handling and resolvingcustomer complaints regarding a Product and services.

Performing operations management within the framework of contracts with Corporate Customers1500+ employee management (including representatives, team leaders, accounts, supervisors, experts, unit heads, outsourcing experst..) Responsible for more than 10 domestic and international operations (internal & external relations )Experience in many sectors such as aviation, finance, insuranceTo ensure the continuity of the service quality and customer experience of the managed operationTo determine the goals and strategies of the department manages in parallel with the goals and strategies of the companyIncreasing the operational & financial efficiency of projectsWorking to ensure that company goals are understood and shared by team membersBeing responsible for the performance of the team, ensuring internal/external customer satisfaction, achieving the goals of the departmentBeing responsible for outsourcing operations (both domestic&internatonal)Coaching and guiding the team to achieve their goalsTo ensure effective communication, satisfaction and coordination with internal/external customersEffective budget and cost managementDeveloping and improving call center processes, ensuring full and correct implementation of customer processes, taking preventive and remedial action on missing pointsRepresenting company throughout the province and ensuring the management of relations with relevant institutions.

• Achieve an outcome for projects according to scope, time, budget and quality by managing the teams that are connected to the project in the activation phase after the signing of the projects,• Conduct the contract in a healthy manner throughout the contract period and to control and realize the budgeted P & L,• Acquire high customer satisfaction by ensuring responsibilities of internal and external parties that are responsible from operation of the project throughout the contract period,• Plan information and escalations to the top management in case of risk and crisis of the projects and to ensure decision making with solution alternatives.

• Responsible companies : Akbank, Procter & Gamble, Dask, Yapı Kredi tahsilat, Enerya, AÖF, Pınar Su, Multinet, Adidas, E-Güven, Bilyoner, Bp, İnteltek, LC Waikiki, Aytemiz Petrol, Petgaz, Çukurova, Boyner Hopi, Garenta, Tofaş, Off Shore, Turkcell Europe, Mobil Sağlık, Fitvel, Samsung Anket, Migros . P&L, KPI Management• People Management• Controlling customer service budget and pricing of existing and new products• Managing the contracts between the Company and the corporate customers• Managing the relations between Turkcell Global Bilgi and its business partners • Coordinating the corporate customers; evaluating their needs• Designing and implementing the products and services for these needs• Managing the operational KPI’s that are specified in the contracts

• Responsible of the supervision and managemenet of advisors within the consumer service department • Responsible for ensuring that KPI targets are achieved and qualitiy is increased• Quality development, intranet web site traffic and CRM growth. Developed department proccess and systems.• Reporting contact statistics and reason for consumer comments with the business partners• Alert the company and brand teams about quality issues or issues with the systems• Responsible for the recruitment and training of consumer service representatives • Translation of the documents, guideliness• Obtaining new intiative and product relevant info and sharing it with the team• Responsible for preparing Non-Revenue Request forms for consumer reimbursements

• Establish contact center as a main contrubutor from Global Bilgi side• Development of operational systems and setting up a new CRM system• Generating a system in order to measure advisors’ performances• Responsible of ensuring financal and operational efficieny• Providing solution to complicated problems as a Team leader and supervisor and keeping up the quality level• Preparing reports and delivering presentations to business partners• Organizing and representating the team• Training and motivating a team of 30 advisors on work processes and behavioral issues• Improving customer service based on client feedback through the development of new policies and procedures

• Training of advisors on soft skills (contact handling, general principles of CR, etc.)• Establish monitoring and reporting systems and also responsible for ensuring aligned quality measurement systems work properly • Management team members and business with inhouse model• Contribute to the P&G business in order to handle consumer relevant crises isssues and provide documentation where necessary

• Establish of new call center operation considering the client requirements (systems, reports, CRM applications, process etc.) for Beymen Company• Responsible of consolidating Sony Ericcson and Beymen CR teams as an experienced team leader for Sony Ericsson• Maintaining proper dicipline of current team while developing skills of the new comer advisors and ensuring that they fullfill the ‘’right in first time principle’’• Responsible of ensuring that advisors conduct market research surveys among the suggested client base properly and reporting the results in an appropriate way• Attending yearly Colleges in Munih• Preparing SLA reports and had monthly call with proper contacts• Managing external and internal relations between customer, services, retailers and advisors• Preparing trainings and measuring advisors’ knowledge level via short quizes• Contribution to client’s projects

• Responsible of three clients’ CR operations as a team leader of Global Bilgi.• Work split consisted of: - Handling online sales for E-Store- Establishing of CR organization for CPP (Attended meetings in York, England)- Ensuring CR advisors work properly for Gillette, Braun, Duracell and Oral-B

• Providing support to the sales team, ensuring all sales and service objectives are met • Assisting in the development of new policies, systems and procedures • Playing an active role on the training of new customer service representatives and associates • Conducting market research surveys considering customer needs and requirements • Preparing weekly sales reports for the sales team and sales management • Handling calls as an advisor for Superonline and Turkcell