Manager Customer Service
Resume:
OZGUR TUZCU
***** ****** ***** - ***** ****, Michigan 48178
Cell Phone: 248-***-**** - Home Phone: 248-***-**** ******@**********.***
PROFILE
Accomplished Analytics professional with 10+ years of experience and a solid record of delivering enhanced
productivity, improved financial and operational performance. Extensive experience in building business intelligence
solutions from ground up. Proven ability to successfully form and lead results oriented teams and implement
processes which utilize data based decisions.
EDUCATION
Istanbul Technical University DTE Energy
B.S.M.E. Mechanical Engineering, 1996 Lean and Six Sigma Green Belt
Concentration: Thermodynamics and Fluid Dynamics March 2004
Wayne State University DTE Energy
M.B.A. - 1998 Lean and Six Sigma Expert
Concentration: Finance & International Marketing October 2006
EXPERIENCE
Brightoctober.com
Risk Manager August 2008 – Current
Responsibilities:
Designing and implementing analytics solutions related to marketing, product offerings, customer acquisition
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and customer retention
Streamlining daily operational processes to help improve cost and customer experience
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Developing and implementing inventory management systems
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Instituting champion/challenger online promotional marketing strategies and associated marketing modeling
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Enhancing customer service experience by deploying multiple communication channels
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Achievements:
Achieved concrete results in improving revenue and profitability
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Implementation of multiple communication channels significantly improved customer satisfaction
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Utilizing comparable marketing budgets, realized 55% year-over-year increase in website traffic (December,
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2008)
Reduced order defect rate from to less than 0.5%
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DTE Energy
Risk Manager (Credit and Collections) 1998 – August 2008
Positions held: Analyst, Principal Analyst, Manager of Collections Strategy, Risk Manager
Responsibilities:
Designing and forming the Risk Management Department within the Revenue Management and Protection
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Organization (RM&P)
Provide leadership and guidance to the Risk Management team members
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Implementation of predictive analytics software solution
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Implement behavioral predictive models across full collections life cycle
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March 25, 2009 Ozgur_Tuzcu_Resume_3658794.doc
Design and implementation of champion/challenger (A/B testing) strategies across all segments of
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collections portfolio for account assignment and treatment tactics
Provide strategic and tactical recommendations to RM&P
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Monitoring strategy performance via tolls such as Four Blocks and data control charts
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Relaying expert knowledge on analytics and account/customer segmentation
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Support Operations groups in implementing and improving utilization of risk models and strategies
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Interact with IT, Legal, Finance and other corporate areas on a regular basis
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Thought leader in DTE Energy on predictive analytics
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Implementing DTE Energy Operating System (Lean/Sigma) principals and tools in RM&P
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Regular update meetings with DTE Energy’s Senior Management
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Regular speaker at industry conferences
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Achievements:
Implemented industry leading predictive analytics solution
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Implemented six predictive models across the entire collections portfolio
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Implemented complex champion/challenger strategies for account treatment and assignment
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Implemented Key Performance Indicators (KPIs)
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Achieved concrete operational savings and arrears reduction while improving process effectiveness utilizing
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the predictive analytics solution
7 plus years of experience in developing multi-variable models using MS Excel, Minitab and SPSS
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Implemented Progress Software as a specialized data-warehouse solution in Risk Management Group
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Implemented SAS software in RM&P
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Continuous improvement leader and change agent in implementing Lean Six Sigma concepts
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Implemented Off-Cycle Lettering for the collections portfolio (2007)
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Presented in numerous industry conferences and webinars on credit and collections regarding DTE’s Industry
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Leading Risk Management initiatives and customer segmentation methodology
Acted as a change agent in implementing DTE ENERGY Operating System (Lean Six Sigma) principles and
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tools in Customer Care and RM&P
Created SWIs, process evaluation, improvement and recommendation documents based on industry best
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practices
Lead the effort to develop call center forecast models utilizing historical data as well as data gathered from
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operations regarding future operational considerations and performance metrics. In developing these
statistical models, used tools such as Excel, Access, SPSS and Minitab.
Created sophisticated statistical analysis tools including fully automated short term daily performance
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forecasts with visual indicators
Extensive and diverse project management experience:
o CTI call count project (Comp:2000)
o Customer Care Fiscal Staffing Plan projects (2001 - 2003)
o Development of Standard Forecasting Methodology (Comp:2004)
o Corporate initiative to market eBill (online billing) to 2 million customers (Comp:2005)
o Corporate initiative to market BWB (Budget Wise Billing) to 750 thousand customers (Comp:2005)
o Outside Collection Agency incentive program project (Comp:2005)
o Credit and Collection $190 million written off accounts sale project (Comp:2006)
o Risk Management Initiatives (RMI) project which includes forming of the Risk Management
Department and implementation of a predictive analytics software solution (Comp:2006)
o Implementation of four predictive models (Comp:2006)
o Implementation of two additional predictive models (Comp:2007)
o Collections software development project (Comp:2007)
o SAS statistics software implementation (Comp:2008)
o Implementation of the Progress software as a specialized data-warehouse solution in Risk
Management Group (Comp:2008)
Software experience:
MS Office (Excel, Access, Word, Powerpoint), Visio, MS Project, SPSS, Minitab, SAS, Progress, SQL,
Toad, Intelligent Results Predigy Platform, Business Objects, Crystal Reports, Aspect eWFM suite, Lucent
telephony software, MySQL, PHP and other.
March 25, 2009 Ozgur_Tuzcu_Resume_3658794.doc
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