Pınar Ş. Email & Phone Number

Customer SegmentationCustomer RetentionCustomer Experience ManagementCustomer AnalyticsCRM operations management (on Salesforce)Offer portfolio managementComplaint ManagementVoC researches and analysesBudget planning & ForecastingKPI management and monitoringProcess ImprovementCustomer Journey MappingTeam building & leadership

Ensuring the success of Client's CX programs in SaaS environmentMaximizing the efficiency of VOC (Voice of Customer) and VOE (Voice of Employee) solutionsHelping Clients to built their own customer experience success storiesAnalysing current business of Clients and advising best VOC and VOE practices and solutionsProject management of Software ImplementationsMonitoring Implementation Project's performancesMonitoring the efficiency of IT Support delivery to customersCreating IT Support performance reports for monitoring SLA'sBuilding and enhancing customer engagementMesuring and reporting Client NPSAssisting and guiding Clients for Text Analytics solutionsActing as Customer AdvocateChurn risk assesstment of Clients and building action plansHelping company to contiuously grow by participating cross functional projectsTraining customers for new features and solutions of the Software ProductProviding feedbacks to Product Management for continuously improvementCustomer Support and Service Desk improvementProcess ExcellenceConsultancy

Team Leadership and coachingMarketing analytics and advanced analysisCRM management (Salesforce)Telemarketing and Call Center improvementPreparing Board of Directors presentationsManaging strategic partnershipsConducting and designing market researchLaunching customer acquisition campaignsManaging Outbound Call operations in full cycleDeriving customer insights by performing both qualitative and quantitative analysisBeing an active member of company's Digital Transformation project for their Clientse-Transformation product and canpaign managementAssisting the development of marketing communications planCoordinating the publishment of company’s monthly issue with EconomistAssisting the media partnership with EconomistCreating content for B2B marketing communicationsContent management of company's websiteFollowing up and elucidating the statements published by the RegulatorCreating guides for the new regulations to ensure clarity in the companyConducting work flow analysis and building improvement plansCustomer Loyalty ManagementDigital marketing activities SEO and SEMManaging campaigns graphic design processPresenting ideas

Value management of the consumer business (1,3 B TL annual revenue)Targeted marketing activities on digital channelsDeveloping scenarios for event based offers via E-mail, app and SMSCRM activities mainly focused on Upsell, Cross Sell and Proactive Retention (using Siebel, Oracle. and other Inhouse Campaign management Systems)Seamless omni channel management Outbound call center marketing activities (7 M calls in a year)Customer acquisition Reactive retention managementOffer portfolio managementProduct development and managementDesigning and launching ATL/BTL campaigns with MARCOMDeveloping group synergy projectsManaging 3rd party partnership campaignsCoordinating regulative projects related with core products, tarriffs and campaignsManaging advanced consumer analyticsData driven decision makingCustomer SegmentationBusiness Intelligence tool reportingsDashboard design

Capturing insights from customer’s voiceDiscovering customer touchpointsCustomer journey mappingCreating CX improvement planMonitoring the execution of CX improvement actionsConducting post analysis of CX improvement actionsCall center customer experience transformationRedesigning corporate communication to deliver the best CXAnalyzing the changes in customer satisfaction scoresPerforming root cause analysis of customer complaintsConducting analysis to bring out revenue effect of CXFollowing new trends and applications about CEMUX improvement activities

Istanbul, Turkey

Managing customer retention offer portfolioCreating new campaign and application ideasCoordinating multidisciplinary teams to launch campaignsManaging product lifecycle of campaigns and applicationsConducting financial post analysis of campaignsMonitoring and reporting offer portfolio performanceSupporting customer segmentationHelping to position the Loyalty programPerforming in depth analysis about churn management

Performing monthly reports and sales analysis of campaignsPreparing price list and product catalogues Analyzing quality complaints of productsBenchmarking company’s pricing strategy with competitorsStock tracking and invoice follow up

Istanbul, Turkey

Documenting customer solutionsPerforming SWOT analysis of company and business partnersConducting surveys with business partnersTracking and documenting the news about the company

Master Of Business Administration (M.B.A.), Executive Mba, 3,74/4,00

Bachelor'S Degree, Industrial Engineering

Activities and Societies: ITU Classic Music Club Chamber Orchestra (Violin) (2006-2009)