Sales Customer Service

Qualifications

. Certified (MBA) on E-commerce Management & E-Marketing

. Marketing experience through Online, Direct & Print Marketing channels

. Project management skills with problem solving ability from

identification to analysis with multi-tasking skills; on an individual

level as well as within a team environment.

. Cross-functional roles working with other departments utilizing

analytical and e-commerce business skills.

. Subject-matter expertise by ongoing industry, product related self

improvement.

. Company recognized ability to build long-term customer relationship

(Have several customer testimonials, managerial kudos & recognition

for client relationship).

. Sales Support & Training for product & service enhancements, changes.

. Hands-on Sales & Marketing Account Management, Account Relationship

Management experience

. Experience and certifications on SEM/PPC/Affiliate/CPM, managed

several hundred campaigns at the same time; over thousands of

keywords. Platforms: Google Adwords, Yahoo! Search Marketing, Bing,

DoubleClick, CJ

. Expertise and hands-on knowledge and use of SEO.

. Experience and education on Web analytics packages (Google Analytics,

WebTrends, Omniture)

. Knowledge and experience on various Databases (SQL, Access),

DataMining (KnowledgeSeeeker)

. Developed, designed and managed online stores & e-commerce solutions

(through various platforms,GUI packages).

. Advanced Analytical skills; in such analyzing numbers and making

marketing/business decisions

. Hands-on advanced level knowledge on Adobe Suite (PhotoShop,

Illustrator), HTML, CSS, web site editors (such as Dreamweaver)

Education

. MBA in E-Commerce, April 2002 - University Of Dallas, Irving, TX 3.70

GPA

. BBA in Economics, Sep.1998 - University Of Istanbul, Turkey 2.70 GPA

Certifications

. E-Commerce Management, April 2002 - University Of Dallas, Irving, TX

Experience

SuperMedia (SuperPages.Com), Coppell, TX - (Nov.2007 - Dec 2010)

Account Manager . SuperMedia.com

Managed & optimized portfolio of accounts for Online advertising

Campaigns for SuperMedia Client Services. Inside sales support working

with baseline of customers day to day. Customer service, inbound &

outbound calls/interactions with client base, sales and other

departments. Expertise in customer retention & client loyalty. Needs

analysis, research & plan market/competition positioning. Assessing

client needs working directly with sales and all corporate

departments. Reporting ROI metrics through analytics, tracking and

converting tools.

Quorum Design, Frisco, TX - (Jan. 2005 - Nov. 2007)

Web & Print Services .

Small Business Web & Print Services. As the owner & sole-operator of

the business; created business and marketing plans, designed and

deployed web sites, online stores, promoted print materials, deployed

marketing campaigns for small to mid size business.

Next Int'l, Inc., Farmers Branch, TX - (Apr. 2006 - Feb. 2007)

Sales & Operations .

Inside Sales/Sales Support; cold calling and lead generation, inbound

sales calls, online sales orders and customer product inquiries.

Supervised the operations of 35 to 45 high-end servers, workstations,

PC's a day. Scheduled product delivery times, coordinated the

inventory levels with management, and configured systems'

specifications hand-in-hand with the sales department & upper

management.

Advanced PC Products, Inc., Dallas, TX - (Jun. 2002 - Jan. 2005)

Online Sales & Marketing .

Deployed and maintained a new online store web site for the company.

Managed and analyzed the efficacy of the all marketing campaigns and

overall customer retention efforts. Managed all online orders and

customer relationships. Initiated and managed new strategic

partnerships with industry manufacturers. Maintained & managed all

online, direct & print marketing. Day-to-day duties included product

updates, online customer service, online order processing and

shipping.

Next Int'l, Inc., Farmers Branch, TX - (Apr. 2002 - Jun. 2002)

Internship on E-Commerce .

Worked as Part-time/Internship at the day-to-day operations. Assisted

on Online Store management and fulfilling both Internet and will call

orders till payment process. Get trained on customer retention &

customer service. Responsibilities included; purchase orders,

inventory levels, returns, and payments.

Franchise & More, Inc., Istanbul, Turkey - (Dec. 1998 - Dec. 1999)

Account Manager .

Customized franchising models for industrial and organizational

structures. Worked with Finance, Operations, and Sales & Marketing

Departments for building Franchisee Relations. Created daily reports,

managed multiple projects simultaneously. Coached other Account

Executives as the Management Assistant reporting directly to

management.

References

References are available if requested.

Online References

. LinkedIn : http://www.linkedin.com/in/bkaya

. Xing : http://www.xing.com/profile/Burcin_Kaya5

. Vizibility: http://vizibility.com/burcinkaya

. Personal: http://www.bkaya.com/

. About.Me: http://about.me/bkaya

. MyOnePage: http://myonepage.com/burcin

Skills

. Sales & Sales Operations

. Outside Sales, Inside Sales, Sales Support, Account Management

. Customer Retention & Loyalty

. Customer Experience, Satisfaction & Relations

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. Online Marketing

. Market Analysis

. Direct Marketing, Email Marketing

. Survey Tools -Qualtrics, UserZoom, Survey Pro

-

. E-commerce (Sales & Marketing)

. Landing Pages & Page Optimization

. Web Analytics

. Adobe Creative Suite & MS Office Suite

. HTML + CSS

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