Yaren Usta Email & Phone Number

Istanbul, Turkey

Istanbul, Turkey

• Leading the Help Center development process for 9 European countries at Delivery Hero.• Leading the product development and performance process of Yemeksepeti Customer Help Center.• Collaborated with Delivery Hero Product teams to develop the Customer Help Center product roadmap and managed the automation rollout process and performance.• Working with Delivery Hero Product teams to review the overall business performance of products and features.

Istanbul, Turkey

◦Worked directly with and delivered executive summaries to the CXO at Yemeksepeti, the leading online food delivery service in Turkey◦Presented the overall product performance and delivered highlights/lowlights of contact center performance to Delivery Hero senior management◦Acted as a Yemeksepeti product owner for Help Center product by identifying stakeholders needs, finding the best solutions, handling feature requests and prioritization, communicating product releases.◦Collaborated as project analyst for the Yemeksepeti's operational roll-out and implementation of Salesforce Service Cloud◦Acted as a local product owner for the global products with feature requests handling, prioritization process with the collaboration of the central team, tech, and business stakeholders to understand their needs, help them with bug reporting and identify ways for solving them◦Led end-to-end implementation of Delivery Hero product features into Yemeksepeti workflow such as help center for vendor's◦Research and benchmark the market and implement the improvements into Yemeksepeti Help Center for vendor and customer products◦Analyzed the performance of products along the Delivery Hero migration process◦Collaborated with the Product Owners and Business Analysts in both Yemeksepeti and Delivery Hero ◦Ensured alignment around the products and find a way around for the processes to improve efficiency

Istanbul, Turkey

◦Participate in weekly and monthly calls with Delivery Hero Holding, review the overall business performance, deliver highlights and lowlights for the specific time period.◦Tracked and updated weekly and monthly Contact Center KPI's such as NPS, CSAT, SLA, productivity, and reported directly to the CXO◦ Analyze data and insights with the use of Tableau, monitor performance, provide analytics that will drive improvement opportunities & respond to ad-hoc report and Business Development requests◦Led development, coding and testing process of Yemeksepeti Help Center for customer◦Worked closely with Product Owners, Business Analysts and BI team to follow up the processes and workflows. Worked Agile-JIRA to ensure smooth communication◦Led end-to-end implementation of new Delivery Hero products into Yemeksepeti workflow such as Help Center, Qualtrics, Salesforce, shift scheduling product, etc.◦Created detailed project plans by defining scope, roadmap, timeline, setting goals, assessing risk, and communicating stakeholders

İstanbul, Türkiye

◦ Paraşüt is an Istanbul-based startup developing a SaaS invoice and expenses managementapplication to empower SMEs in Turkey within the Microgroup◦Helped to coordinate product management projects with internal and external resources to achieveresults (advertising agencies, market research, product development, production planning, tradeactivities, sales and consultants)◦Conducting A/B tests to understand user preferences in website content and design◦Digital marketing activities were carried out with agencies to increase conversion rate◦Helped plan communication strategies for marketing campaigns and new feature announcements◦Created creative marketing strategies for the Paraşüt Pazaryeri platform◦Helped to create e-mail marketing strategies to achieve business targets◦Created new organic and ad post concepts to reach marketing goals, interact with customers andreach the targeted audience◦Analyzed the digital marketing activities with using Google Analytics

Istanbul, Turkey

◦Provided daily IT support for all colleagues at Henkel in İstanbul, such as preventing andresolving malfunctions or other technical problems of them and I set priorities in the incomingquestions and I resolve them in the correct order◦ Contributed to the performance of (simple) management tasks and install new hardware andsoftware. Besides I prepare computers for (new) users while maintaining the IT Inventories◦Supported Smart Factory Project and migration to Skype Telephony implemented for entire IMEARegion. I also participated in information security audit and some internal audits

İstanbul, Türkiye

Türkiye

Bursa, Turkey

Bursa, Turkey

Fourth, Computer Engineering

High School, Math&Science

Bursa, Turkey