Serhat Kunduracı Email & Phone Number

Istanbul, Turkey

Ataşehir, Istanbul, Türkiye

▪ Determining requirements by analyzing project and revision requests and preparing analysis documents that comply with the highest business analysis standards▪ Understanding requirements correctly, integrating them with the product and transforming them into analysis documents to be transferred to the development team▪ Making functional design and visual screen sketch designs▪ Calculating potential risks that may arise in relation to customer demands in the current installation and taking necessary precautions against them▪ Providing the best solution to meet customer demands and managing their expectations▪ Establishing technical communication with customers/business partners at integration points, creating the right installation▪ Making project plans and preparing periodic project status reports▪ Following new design trends and planing the user experience of products

Istanbul, Turkey

▪ Responsible of B2C Websites and Mobile Applications in EMEA region▪ Understanding business units and end users; focusing on issues that are valuable to them▪ Examining requests from business units and end users, planning necessary meetings to elaborate these requests,▪ Making requests understandable and clear. Performing high-level size estimation and impacting analysis with the Team,▪ Determining the Minimum Viable Product (MVP) based on the needs of business units and end users, and prioritizing the Product Backlog items accordingly,▪ Making version planning of the product and releasing planning accordingly,▪ Managing the requests in the Product Backlog. Making all requests transparent, visible and understandable,▪ Prioritizing items in the Product Backlog,▪ Participating in Sprint rituals such as Sprint Planning, Sprint Review, Backlog Refinement,▪ Creating User Stories that meets the INVEST criteria. Determining the Definition of Done,▪ Managing the development of the product based on data. Analyzing data about the product and usage. Providing data-based decision making and product development,▪ Accepting or rejecting the developments within the Sprint at the Sprint Review meeting.

Istanbul, Turkey

▪ Responsible of B2C Websites in Turkey, Romania and Russia and Incoming Services Mobile Applications in Poland, Russia and Baltic Countries.

Istanbul, Turkey

▪ Gathering requirements from business partners and being a bridge between the business side and developers in the IT Department using business analysis methodologies,▪ Understanding the requirements and translate those into technical and functional designs,▪ Participating in user acceptance testing and testing of new system functionality, tracking, and fully documenting changes for functional and business specifications.

Atina, Attika, Yunanistan

▪ Manage future implementations and onboarding process by collaborating with various business areas and client for customer management solutions.▪ Define requirements and monitor those through to implementation.▪ Develop and maintain implementation and enhancement project plans.▪ Manage project with specific focus on deliverables, tasks and due dates with Best PM.▪ Report weekly to clients when tasks are at risk till critical path determined.▪ Establish project plans for new implementation for existing or new client to integrate with Green Start.▪ Convey timelines, deliverables, risks, delays and impacts to project team members and lead teams as required.▪ Enforce successful implementations across multiple functions in organization.▪ Recommend management of status of all ongoing projects.▪ Anticipate delays and initiate plans and alternative solutions.▪ Collaborate with all cross-functional team members/clients to accomplish required tasks and provide project updates.

Istanbul, Turkey

▪ Manage future implementations and system enhancements by collaborating with various business areas and system owners for VOC (Voice of Customer) and VOE (Voice of Employee) solutions.▪ Define requirements and monitor those through to implementation.▪ Collaborate with shareholders to implement enhancements.▪ Develop and maintain implementation and enhancement project plans.▪ Manage project with specific focus on deliverables, tasks and due dates.▪ Assist in modification of specific Standard Operating Procedures (SOPs) and User Manuals of program.▪ Report weekly to Executive Sponsor when tasks are at risk till critical path determined.▪ Establish project plans for creating, enhancing and deploying new products, services, features and functions.▪ Convey timelines, deliverables, risks, delays and impacts to project team members and lead teams as required.▪ Enforce successful implementations across multiple functions in organization.▪ Recommend management of status of all ongoing projects.▪ Anticipate delays and initiate plans and alternative solutions.▪ Collaborate with all cross-functional team members/system owners to accomplish required tasks and provide project updates.

Istanbul, Turkey

▪ Driving efforts for process improvement and project management throughout critical digital transformation projects within After-Sales department and working in close coordination with cross-functional teams to identify business goals,▪ Gathering crucial information through a variety of practices including process mapping, flowcharting, and workshops and accountable for providing analytics that will drive improvement opportunities,▪ Facilitating the design and implementation of new/improved process models by actively collaborating with related units, identifying prioritizations, and formulating the overall roadmap for process/workflow optimization of units,▪ Also responsible for reporting warranty claims, ensuring accurate data management regarding spare parts on SAP and accountable for quality management and ISO related processes across the After-Sales department,▪ Ensuring milestones are met and deliverables achieved throughout projects and process development initiatives and considerably enhancing efficiency for the organization with on-point actions.

Greece

▪ Accountable for overall supervision of a large team of 50 (a support line for Sony customers regarding mobile products), providing necessary coaching and mentorship throughout operations and actively planning training activities,▪ Ensuring the respective technical support team operates in accordance with defined standards/policies, keeping workflow as consistent as possible and keeping close track of KPI and SLA compliance to maximize customer satisfaction,▪ Carrying out performance planning based on agent performance, identifying areas for improvement, setting goals, and developing strategies to ensure respective personnel achieve development goals,▪ Effectively leading the team to overcome daily challenges, observing operational issues, and suggesting possible improvements; possessing a strong understanding of respective products, and company policies.•Ensuring that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction.•Lead the team through daily challenges and provide guidance to team members,•Ensuring correct capacity planning to provide job in timely manner.•Reviewing team and agent performance and focus on performance planning, reviews, regular one to ones and individual development plans.

Greece

•Receive calls, e-mails and complaint cases from consumers requiring product support in both Turkish and English, •Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives,•Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution,•Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.