B2C e-commerce Product Manager of Customer Experience & Membership domains. • Delivered weekly releases with two agile teams of 20+ engineers. Managed the CX tool utilized by customer service agents for post-sales support, and oversaw the membership team responsible for maintaining 45M active customer relations information.• Led the new market expansion into MENA and Europe, achieving a 10% increase in Gross Product Volume through strategic adjustments, market performance monitoring, and post-launch customer feedback analysis.• Boosted Trendyol's Customer NPS (Net Promoter Score) by 40% in one year by analyzing customer behavior data, including contact reasons, survey inputs, and claim reasons, to identify unmet needs; collaborated with marketing, customer experience, and seller experience teams to identify and implement effective solutions.• Launched an in-house notification hub for email and SMS, reducing latency by 30% and improving maintainability; ensured timely campaign notifications and saved $500k annually by transitioning from a third-party service to an internal solution.• Designed the loyalty program expansion strategy, boosting engagement through new channels, product reviews, and ratings; achieved a 7% increase in customer retention and a 20% rise in new channel and product review adoption within a quarter.

B2C e-commerce Product Manager of Core and Instant Delivery Customer Experience domains. • Initiated the development of a survey feature on the app, increasing survey completion rates to 85%, reducing completion time from weeks to days by making the surveys more user-friendly, and saving $2.4M annually by eliminating third-party costs.• Launched a predictive contact reason selection tool for contact center agents, reducing incorrect selections by 65%, and resulting in enhancing CRM reports' accuracy. This also led to a 2.2% increase in the First Contact Resolution (FCR) rate by mapping tickets more accurately for case resolution.• Conducted regular UX workshops, analyzed interface user-friendliness, and monitored agent behavior patterns by tracking data through behavior analytics tools to identify pain points. Led A/B tests to find optimal solutions and implemented targeted product improvements, significantly increasing the CSAT (Customer Satisfaction) score from 54% to 77%.

• Launched an IVR Survey System across inbound, outbound, and IVN channels, leveraging sentiment analysis to understand customer feedback. This led to a 12% increase in response rates by enhancing customer engagement with actionable insights.• Implemented a Task Management Module for the insurance sales teams, leveraging automated workflows and real-time analytics to streamline task tracking. This initiative not only boosted task completion efficiency but also minimized human errors, thereby enhancing team productivity and operational reliability.• Designed a centralized system for managing regulatory compliance from six companies by streamlining processes, and enhancing risk management with regulatory responsiveness; prevented $400k in potential losses by consolidating six projects.

• Implemented user-centric roadmaps by leveraging user stories, leading the creation of UI/UX prototypes tailored for the insurance pre-sales teams to redesign the sales interface, enhancing efficiency in customer interactions and sales processes.• Analysis of business needs with the latest technological advancement to drive product-forward customer experience methods • Planning product strategy and roadmap, understanding business requirements, developing business flows, and managing relations with internal and external stakeholders.

• Assisted with the software development process focused on C and HTML.

• Improved data quality of the customers by collecting various data in the call center and increased monthly sales by 5%.• Enhanced website content with editors from the marketing team and increased click rate of the blog posts.