Sanem Aydin Yayla Email & Phone Number

Muğla, Turkey

🌐 Top Rated Plus Turkish Localization Expert: In the top 3% on Upwork, with over 25 years of business and technical experience.💻 Websites & Mobile Apps Localization: Offering unparalleled expertise in adapting digital content.🎮 Online Games & E-Learning Materials: Specializing in culturally relevant localization.📄 Business Documents & Marketing Content: Tailored localization to meet your business needs.🎤 Turkish Voiceovers: For YouTube videos, commercials, audiobooks, and… Show more 🌐 Top Rated Plus Turkish Localization Expert: In the top 3% on Upwork, with over 25 years of business and technical experience.💻 Websites & Mobile Apps Localization: Offering unparalleled expertise in adapting digital content.🎮 Online Games & E-Learning Materials: Specializing in culturally relevant localization.📄 Business Documents & Marketing Content: Tailored localization to meet your business needs.🎤 Turkish Voiceovers: For YouTube videos, commercials, audiobooks, and more.🎧 AI & Speech Projects: Providing transcription, tagging, and subtitling services.🌍 Cultural Nuances in Localization: Ensuring tone, idioms, and expressions resonate with your target audience. Show less

Istanbul, Turkey

As one of the Turkcell Global Bilgi's digital transformation leaders, executed all Omnichannel business critical initiatives. Managed 35 channel experts and P&L budget. Beside channel management activities provides strategic consulting for adapting new technologies, formation of new businesses.Managed all self-service customer touchpoints, DTMF & Full Speech IVR, Visual IVR, Customer Care via Webchat / Instant Messaging, Mobile/Web Self Service Applications, Conversational Commerce &… Show more As one of the Turkcell Global Bilgi's digital transformation leaders, executed all Omnichannel business critical initiatives. Managed 35 channel experts and P&L budget. Beside channel management activities provides strategic consulting for adapting new technologies, formation of new businesses.Managed all self-service customer touchpoints, DTMF & Full Speech IVR, Visual IVR, Customer Care via Webchat / Instant Messaging, Mobile/Web Self Service Applications, Conversational Commerce & Virtual Agents, Digital Communication and Social Media channel with an omnichannel approach and ensures customer receives the same great experience regardless of channel. Responsible for Channel Quality Assurance and Continuous Improvement, Customer Experience Monitoring and Channel Analytics. Increased the management domain and added “Digital Channels” and “360 degree Social Media Marketing and Customer Experience Management” departments to beside his duties of Self Service Channels as well. Manages 35 people of senior channel experts, quality assurance and analytics experts, social media response experts, moderators, sentiment analysts, designers, reporters and marketing professionals. Show less

İstanbul

Managed IVR team consist of 24 IVR professionals in fields of IVR design, IVR Quality Assurance and Performance Management, Customer Experience Monitoring and Analytics. Responsible for managing +70 IVR channels served by Turkcell Global Bilgi beside Voice Technologies projects ranging from Full Speech IVR, Call Steering, ASR, TTS, Speech-to-Text, Speech-enabled mobile applications to Visual IVRs.Achieved Turkey’s 1st Full Speech NLU based IVR system called as "Promises Baştan Uca… Show more Managed IVR team consist of 24 IVR professionals in fields of IVR design, IVR Quality Assurance and Performance Management, Customer Experience Monitoring and Analytics. Responsible for managing +70 IVR channels served by Turkcell Global Bilgi beside Voice Technologies projects ranging from Full Speech IVR, Call Steering, ASR, TTS, Speech-to-Text, Speech-enabled mobile applications to Visual IVRs.Achieved Turkey’s 1st Full Speech NLU based IVR system called as "Promises Baştan Uca Laftan Anlayan Sesli Yanıt Sistemi" and 1st Call Steering Project "Laftan Anlayan Sesli Yanıt Sistemi" in Turkish. Promises is awarded by Contact Center World with a gold medal in 2015 in "Best Self Service Technology" category. http://blog.turkcell.com.tr/2012/04/06/laftan-anlayan-teknoloji-nasil-olur/#more-5660Reached a great success in Voice Biometrics with a world record for 16 million voice prints and awarded by Contact Center World with a Gold Medal in EMEA region and Silver Medal in the world in 2012 CCW Top Ranking Performers Awards in category of “Best Use Of Self Service”. Show less

Ümraniye, İstanbul

Executed IVR Management department with 21 IVR specialists managing all inbound & outbound IVR channels of Turkcell and Turkcell Global Bilgi customers’. Mainly responsible for 532 Turkcell Customer Care IVR, 7572222 Self Service IVRs and IVR Outbound channel with 360 million annual calls which is the highest in the sector. Beside channel management duties, executed the channel's financial budget planning and EBIT, strategic planning and channel scorecard, marketing activities from press… Show more Executed IVR Management department with 21 IVR specialists managing all inbound & outbound IVR channels of Turkcell and Turkcell Global Bilgi customers’. Mainly responsible for 532 Turkcell Customer Care IVR, 7572222 Self Service IVRs and IVR Outbound channel with 360 million annual calls which is the highest in the sector. Beside channel management duties, executed the channel's financial budget planning and EBIT, strategic planning and channel scorecard, marketing activities from press releases to TV+. Show less

Çamlıca, İstanbul

As Telephone Banking & IVR Management Supervisor, conducted business development activities in Contact Center and IVR channels. During this experience, developed and implemented delivery channels strategies, prepared short and long term marketing & business plans, identified and executed SWOT analysis, re-designed business processes, implemented segmentation analysis and offered customized solutions, executed projects such as Web Based Desktop, PIN Project, Call Center Unification Project… Show more As Telephone Banking & IVR Management Supervisor, conducted business development activities in Contact Center and IVR channels. During this experience, developed and implemented delivery channels strategies, prepared short and long term marketing & business plans, identified and executed SWOT analysis, re-designed business processes, implemented segmentation analysis and offered customized solutions, executed projects such as Web Based Desktop, PIN Project, Call Center Unification Project, Outbound Call Center Projects. As a part of channel management activities, has also executed employee selection, training activities, managed performance evaluation and rewarding system processes, prepared and executed campaigns for customer acquisition, activation, cross & up-sell, win-back, loyalty, channel migration, market research, rival analysis, executed customer satisfaction analysis. Show less

Maslak, İstanbul

As Telephone Banking Specialist, executed the first Call Center organisation of Osmanlı Bankası as business owner and managed all activities regarding this project from business strategy development to Business and Marketing Plans, from sector analysis, market need analysis to offering customized solutions

Maslak, İstanbul

As ATM & Debit Card Specialist, managed 120 ATMs and 100,000 debit cards, conducted channel project management activities from spect creation to live tests. She has played an important role in the activities related to the ISO 9001 Quality Assurance Certificate Process at Osmanlı Bankası A.Ş., As ATM Specialist, has managed the ATM site selection and foundation, prepared the Marketing and Business Plans of ATM and debit cards.

Esentepe, İstanbul

As retail banking product management specialist, managed the retail deposits and consumer loans, participated in the loan pricing strategy assessment process and undertaken the loan evaluation.

Gayrettepe, İstanbul

Product Management - Management Trainee at ATM, Mobile ATM, IVR Channels

Computer Programming

Master'S Degree, Master Of Business Specializing In E-Business, 4,5/5

Master of E-Commerce

Bachelor'S Degree, Economics In English, 75/100

Activities and Societies: Soloist of Marmara University Turkish Classical Art Music. During university education, participated in Marmara.

Education record