Zeynep Melis Yilmaz Email & Phone Number

London Area, United Kingdom

• Reported to senior management and key stakeholders, coordinating alongside a broader team to assist with customer queries and complaints, embracing core business values to facilitate customer needs.
• Oversaw a high volume of customer calls daily, taking charge as a team leader to direct colleagues through desired sales strategies to promote products and services for a tailored customer experience.
• Refined service delivery independently and across the team to reflect customer needs and expectations, intuitively adapting business policies and procedures to reflect hot and cold sales operations.
• Took ownership of resolving customer queries through in-depth product and policy knowledge, analysing customer feedback to strengthen strategy development and enhance operational performance.
• Liaised and communicated with key stakeholders and teams throughout the business, enabling a broader perspective of its products and services for informed and optimal decision-making.
• Operated under intensive working conditions, strategising on service delivery to ensure SLAs and KPIs were maintained throughout performance without compromising customer care or satisfaction.

London, England, United Kingdom

• Reported to management colleagues and stakeholders, taking ownership of service teams and shift coordination to lead performance in line with business expectations and customer experiences.
• Oversaw an extensive scope of key business services by liaising between teams consisting of 10 colleagues, delivering high-quality service through team coordination, stock monitoring, and strategy development.
• Engaged with customers and colleagues through interpersonal communication, building strong rapport and professional relationships that promoted greater levels of collaboration and customer satisfaction.
• Maintained a prompt and effective customer-first approach to handling queries or complaints, abiding by internal policies and procedures in order to champion a satisfactory experience within the business.
• Adhered to meticulous standards in customer care, site hygiene, and overall safety through the upkeep and maintenance of public areas and facilities to ensure the business remained operationally active.

İstanbul, Türkiye

• Reported to Senior Project Managers and business stakeholders, coordinating as part of the broader internship team to support the delivery of key projects alongside ongoing academic development.
• Planned and reviewed project costs, timescales, and potential risks to prepare robust budgets, resources, and bid documentation when providing comprehensive reports to stakeholders and clients.
• Contributed to a 33-storey residential project as Site Engineer, overseeing AutoCAD plans analysis to identify potential discrepancies while further corresponding between contractors and architects.
• Promoted compliance and cross-functional collaboration across projects, teams, and clients, endeavouring to meet desired objectives safely and effectively through risk mitigation and reduction with diligent reporting.
• Managed the maintenance of business and project records across areas such as billing, inventory, and more, overall striving for accurate, secure, and up-to-date reporting and informed decision-making.

İstanbul, Türkiye

Bornova, İzmir, Türkiye

Msc, Business With International Management

Bachelor Of Engineering - Be, İnşaat Mühendisliği, (%100 Scholarship, English)

Activities and Societies: Civil Engineering Club - Vice President