Osman Fırat Email & Phone Number

Istanbul, Istanbul, Turkey

İstanbul, Sütlüce/Beyoğlu, Tr

- Develop Customer / Employee and User Experience Strategy that considers in Holistic Perspective - More than 100 projects which leads the strategic direction of the company and decreasing costs ( 45%), by same time increasing satisfaction, productivity and turnover - Maximization of Service Quality- Managing Business Development and Process Management Teams for Digital Transformation - Managing; * Contact Center as a Profit Center * Omnichannel / Customer Service / After Sales Service Strategies and Projects * End to End Customer Complaints for Creating Admired Customer * End to End Product Exchange Process for Customer Retention * Contact Center Quality Teams for Increasing to Customer Satisfaction * Contact Center ( 5 different Outsource Company & 1 Inhouse Team ) - B2C ( Inbound / Outbound ) and B2B ( Contracted Service, IT Helpdesk, etc… ) Operations - End to End Global Call Center Operations - Online Sales & Market Place Support in Customer Service, CRM & Campaign Management - Dealer ERP Programme Call Center Support Services - Determining and Managing Contact Center Teams Training & Development Process- Defining and Managing Telemarketing & Telesales and Churn Strategies & Scripts and Operations- Defining Strategies and Managing all Social Media Process without Agency ( Facebook, instagram etc..)- Managing all Alternative Channel ( Whatsapp Business / Live chat etc... )- RPA & AI Projects Management for increasing productivity- P&L Management- Listening Customer Voice and establish bond with them

İstanbul, Sütlüce/Beyoğlu, Tr

- 15 initiatives which leads the strategic direction of the Customer Experience and Omnichannel Projects

- Identifying and Managing Customer Experience and Lifecycle Projects- Identifying and Managing After Sales Service Strategies- Managing BSH TR Pre and After Sales Teams that Provide Customer Demands&Market Needs- Maximization of Service Quality- Supporting After Sales Service Marketing and Social Media Activities- Supporting internet of things and Digitalisation projects- Effectiveness and Efficiency Customer Services P&L Management- Defining and Managing Telemarketing & Telesales Strategies & Operations

İstanbul, İstanbul, Tr

- Establishment of Contact / Call centers in 3 Separate Locations and to be a Profit Center- Customer Experience Management and CRM- Determination of Organizational Structure and Process- Centralized All Service Contracter calls & Technology & Process- Centralized All Complaints and Exchange Process- Contracted Services and Field Services support management- Business Development, Process Analysis and Management of CRM s in all Communication Channels- Management of Inbound & Outbound and Tele Sales Teams ( First Level & Outsource )- Management of Complaints&Back Office & Quality & Business & Reporting Teams ( Second Level )- Establishment and Management of B2B & D2C Call Center - SCRM and Social Media Management & Blog’ s- Leadership in Global BSH Technological Infrastructure and EFQM Projects

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- Team Member in Recruitment & Training & Reporting Projects in Call Center Establishment - Capacity and Shift Planning in the Cost-Benefit Framework During Call Traffic- Implement Project Workflow to Improve Internal&External Customer Communication and Service Quality- Implement of Sales & Marketing Oriented Projects to Increase Productivity and Proactiveness

- To manage callcenter- Management of E- Easy Net, D&R, Miller-PA, Middle East Automotive, GreenCard projects- Team member in Projects to improve Tele Sales

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