Esra Yılmaz Email & Phone Number

Dublin, Ie

County Dublin, Ireland

• Handle escalated customer issues taking full responsibility and delivering timely, precise, and customized responses. • Prioritize and oversee escalations, ensuring prompt resolution while meeting service level agreements (SLAs).• Conduct in-depth investigation and analysis of escalated cases to identify underlying causes and patterns. • Communicate & co-ordinate with cross-functional partners across Engineering, Communication, Marketing, Legal, outsourced partner teams and more.• Collaborate with internal teams to develop and implement efficient workflows, tools, and best practices.• Contribute to the development and maintenance of a knowledge base by documenting solutions, troubleshooting techniques, and best practices. • Share expertise with colleagues and participate in training sessions to enhance the overall team's skills and knowledge.

Dublin, County Dublin, Ireland

• Review, investigate and resolve issues regarding content that is reported for account support and/or safety flag for action, and resolve within agreed-upon turnaround times and standards of quality.• Interpret and enforce clients' content policies based on domestic and international cases.• Improve machine classifiers to ensure safety of the platform for all audience and cross-functional teams.• Remain up to date on workflow changes, operations guidelines, and policy updates.• Communicate effectively and concisely with internal partners and the team. • Provide feedback to management regarding necessary changes and updates; including but not limited to policies and technical issues.• Manage KPI’s, fulfill base productivity and ensure all work is performed in accordance with quality requirements, SLAs, and metrics.• I have been upskilled and working as a Point of Contact (POC), acting as a point of reference for complex and escalated queries regarding client’s policies. • Mentoring/training a small group of agents for Fake Account Appeals at a brand new queue and responding to their questions when required.

County Dublin, Ireland

• Advising and serving customers using strong interpersonal and communication skills• Cash handling and experience with a point of sales system• Ensuring stock levels are well maintained• Good product/service knowledge and commercial awareness• Working under pressure• Conflict resolution• Team-working • Attention to detail, diligence

County Dublin, Ireland

• A program that offers students part-time jobs in order to provide financial assistance or work experience.• Places worked under this programme: Costa, Gino's Gelato, ServeYou.

Keystone, Colorado

• W&T USA is a cultural student exchange program that allows students from all over the world to stay in America during the summer months to improve their languages and have work experience in a cosmopolitan environment.• Places worked under this programme: Qdoba, Ruby Tuesday, Vail Resorts.

1St Class Honours Maters Degree, Public Relations/Image Management

Modules Include: • Theory & Practice of Public Relations I-II • PR Writing/Grammar (Print & Design) • Electronic PR & PR Applications.

Study&Travel Business Route English Learning

• This is an intense course that provides language instruction in business communication including vocabulary for professional purposes.

English, Proficiency Level (C2)

Teaching English As A Second Or Foreign Language/Esl Language Instructor

Bachelor Of Arts - Ba, English Language And Literature

• For more information and to view the transcript of the courses taken: http://ebs.istanbul.edu.tr/home/dersprogram?id=1195&yil=2020