Özge Akbaba Email & Phone Number

İzmir, Türkiye

İzmir, Türkiye

İzmir, Türkiye

• Responsible for EnRoute Panorama (Omni-Channel Sales Management) product; providing strategic leadership for 5 business units (1st Level Support, 2nd Level Support, Professional Services, Customer Relations and Data.
• Leading a team of 60 employees, responsible for personnel activities concerning hiring, training, development, and evaluation of staff performance,
• Developing and managing manpower plans, operational budgets, inventory requirements to manage and control the customer service organization in an independent manner,
• Managing the maintenance/support contract processes renewed every year, determining the strategic decisions such as rate of increase according to project profitability and additional sales in diversified service.
• Leading the implementation of customer success processes, mapping out clear methodologies for enhancing customer engagement and loyalty,
• Managing a portfolio of 4 major clients, acting as their single point of contact and overseeing all aspects of customer engagement, ensuring customer satisfaction and success,

İzmir, Türkiye

Leading 1st and 2nd level support teams of 18 employees towards achieving and exceeding SLAs and customer success metrics, directly reporting to Customer Services Manager,Working closely with technical support engineers on resolving technical issues through problem solving and coaching, managing internal and external stakeholder communication and.

İzmir, Türkiye

Maintaining and improving call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans,Preparing call center performance reports by collecting, analyzing, and summarizing data and trends, directly reporting to Customer Services Manager,Performing customer visits during the complaint management.

İzmir, Türkiye

Leading and supporting the 1st level support team of 15 employees to deliver the highest level of service standards to all residents and customers,Carrying out quality control assessments of work completed by the team, providing structured results and delivering targeted improvements set by the management team,Providing reports to the management team on.

İzmir, Türkiye

Providing 1st level technical support to clients that are experiencing problems, troubleshooting user issues and providing assistance with their queries,Identifying customers' needs and making accurate quotations by using the technical knowledge about the products, generating appropriate documentation in respect of all issues and solutions.

İzmir, Türkiye

Designing and developing of training materials and related resources and facilitating technical end-user trainings according to business needs and with the highest quality, Communicating with customers in order to clarify their requirements and better understand their needs regarding issues or requests raised about company’s products,Leading a team of 10.

İzmir, Türkiye

Responding to and resolving support issues from internal and external customers via telephone, email and remote connections,Designing and delivering user trainings that contain detailed information about the company's software products.

Master'S Degree, Quality Management

Graduation Thesis: Quality effect of information security and business continuity management systems.

Bachelor'S Degree, Business Administration And Management, General

Associate'S Degree, Computer And Information Systems