Netice Sofu Email & Phone Number

Brisbane, Queensland, Australia

Analysing promotional data and generating biweekly promotional files for stores.Collaborating with data administrator, ensuring smooth promotions and driving increased sales.Managing sales data and producing performance reports.Maintaining category planograms for a two-tier trading platform.Overseeing allocations, executing promotional rebates, and managing product changes.

Sydney, Australia

Argent Australia distributes leading German bathroom brands to retail and commercial markets throughout Australia. It has operated for 60 years. (www.argentaust.com.au) • Managing orders and “ delivery schedules “ in the ERP system• Following up and releasing display back orders• Maintaining daily dashboard, monthly reports and creating on demand reports• Processing of invoices • Effectively handling inquiries for visitors at the showroom, over the phone and via e-mail • Coordinating display construction and monitoring of display construction• Scheduling and coordinating meetings and travel arrangements for managers• Coordinating activities and employee events• Ordering and maintaining relevant office supplies

Istanbul, Turkey

• Managing complex or high profile customer complaints to ensure reputation management and retention rates• Assessing team leaders based on team performance and contributing to team development• Developing and implementing a new Quality Control process framework to assess customer service representative employee effectiveness• Root cause analysis of complaints to identify trends and patterns for continuous improvement • Holding regular meetings with business units to discuss the SLA (Service Level Agreement) compliance, problematic complaint categories and possible process improvements• Coordinating multi-functional roles & units for focused improvements or productivity gains• Liaising with legal authorities regarding official requests• Presenting monthly progress reports, KPI reports to executive management• Proficient at boosting performance and productivity by establishing realistic goals and enforcing deadlines

Istanbul, Turkey

• Managing digital marketing channels against company benchmark to identify improvements and increase customer satisfactioan• Registering customer requests through different channels, executing reporting, resolutions and reply workflows• Creating standard response templates for written replies sent back to customers• Gauging customer satisfaction on received responses via surveys, analysing results, carrying out customer call-backs and streamlining processes and lifecycles• Reporting the daily number of incoming and resolved requests with related categories• Creating agent performance reports providing daily, monthly and yearly statistics including number of work items handled and first contact resolution. Reporting on agent performance based on compliance with performance criteria• Supporting documentation and workshop activities required to maintain the ISO certification

Istanbul, Turkey

Ak Bank Turkey, IstanbulWith a strong distribution network of 800 branches, 16.5 million customers’ and more than 14 thousand employees, Ak Bank Direct Internet Branches, Ak Bank Direct Mobile, the Call Center, 4,400 ATMs and more than 510 thousand POS terminals operates from its Head Office in Istanbul and 22 regional directorates across Turkey. (www.akbank.com)• Managing enterprise social media accounts to receive requests and providing information and resolution through the same channels• Registering customer requests through different channels, executing reporting, resolutions and reply workflows• Creating standard response templates for written replies sent back to customers• Gauging customer satisfaction on received responses via surveys, analysing results, carrying out customer call-backs and streamlining processes and lifecycles• Reporting the daily number of incoming and resolved requests with related categories• Creating agent performance reports providing daily, monthly and yearly statistics including number of work items handled and first contact resolution. Reporting on agent performance based on compliance with performance criteria• Supporting documentation and workshop activities required to maintain the ISO certificationAchievementsAverage resolution time was reduced to 2 from 3 days. OLA (Operational Level Agreement) was reduced from 24 to 8 hours with SAP CRM implementation. The CRM implementation was featured in SAP International magazine as a success story.

Master Of Sustainable Energy, Sustainable Energy

Master'S Degree, Management Information Systems, General

Bachelor Of Engineering - Be, Environmental Engineering Technology/Environmental Technology