Customer Service Management

Profile

Motivated, personable business, professional with Project Management. Diplomatic and tactful with professionals and non-professionals at all levels. Knowledgeable in Marketing, Sales and CRM. 4 Years Experience Oracle Siebel-CRM Technology – ( Call Center Interaction and Service Request Management, Order Management, Campaign Execution, Complaint Management, Contract Management, Lead and Sales Management, Loyality Management, Customer Administration, New Subscription and Line Administration.) Experienced on Change Management -7.000 Agent’s life has been changed successfully. Excellent Call Center World knowledge. Last CRM Project was awarded as the best Project of the year. Talent for quickly mastering new programmes.

Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills. Native Turkish, Advance English, Beginner Spanish language knowledge.

Skills Summary

Project Management

CRM and Change Management

Oracle Siebel&MSTR

Call Center-Customer Service Management

Telecommunication&Mobile Marketing& Field&Sales

Staff/Account/Cost Management

IVR& Intranet

3 Awards for Best Job of the Year Result&Detailed&Mission Oriented

Self-Motivated- Efficient- Scheduling

Disciplined- Dedicated- Patient-

Humorous- Generous- Enthusiastic

Trustworthy- Optimistic- Forceful

Professional Experience

PROJECT MANAGEMENT

Plan, organize and implement all aspects of facility projects.

Track and communicate project status to upper management through weekly Excel reports. Present quarterly progress and status to VP and CFO through Powerpoint presentations

Perform least cost analysis in determining facility project requirements.

Increase the company’s growth by securing new partners, consulting engagements and by delivering new projects.

Execute and maintain program management processes and disciplines in the areas of program schedule and quality management; communications management; human resource management; cost management; procurement management; risk / issue management; change management.

Mentore staff in methodology and consulting excellence and encouraged best practice in project management and project planning.

Leade and perform the process of Statement of Work and contract creation to secure new and follow-on work.

Proactively manage systems development, implementation and risk via the use of SDLC.

Manage an average of 10 projects monthly

Directed staff meetings to ensure that each goal for the meeting was met within the given time frame

Fostere a team environment that welcomed all suggestions without judgment resulting in a company-wide morale boost

(HIGHLIGTED PROJECTS)

Siebel- CRM, SFA CRM Implemantation Project- Telecomunication-400 Members- Multinational Team- 4 years-

o Responsible for Discovery, Design, Navigation, Lokalisation UAT,Rollout, Training, Reporting, Production and Cr or Customization management

o Combined +200 programs that have changed the work life of six thousand Call Center users in one with the advisory of Oracle and Italian company of Value Team

o Gathered in one all channels that contacted with customer -Call Center, Face2Face, E-mail- Web, Text, IVR-

o Reduced costs by $2M annually through facility optimization.

o Create The Difference Award: Best Project of The Year. 5 Work Oscars which is given every year among all the group companies , total of twenty thousand employees

o Change Management Award: Designed a game, competition in order to bring joy to the training and test of users in different locations. The employees were joining into the game and need to be able to make necessary changes with respect to the customer demand, were winning prizes.

o Super Job Award: In order to meet the deadlines, some nights were spent sleepless. Award was given because of my time management skills.

Complaint Management & Billing Portal Project +40 Members-+2 Years

o Reconfigured postpaid and prepaid transactions base on internal and external customer needs (Quote-to-Cash and Procure-to-Pay)

o Determining the corporate and individuals priorities&KPI’s for CRM purpose. Gathering requirements, pains and needs

o Directed the coordination of all implementation tasks involving third party vendors as well as provide consultation to clients on system implementation.

o Reduced costs by $1M annually through facility optimization

MSTR Reports Project +60 Members Multinational Team- 2 Years

o More than 180 kind of reports combined as 16 multifunctional and user friendly reports

o Analyzed and evaluated cost models to ensure cost compliance

o Provided every department specific report without creating new analyse

o Renewed and recategorised old datas with the process of data quality

.

CUSTOMER SERVICE/MARKETING/PROBLEM SOLVING

Overseed front-office and Back office operations and provide impeccable customer service

Created as-is-to-be documentation process for every department, (for auditing&documentation)

Turned critical shoppers into satisfied customers

Developed and implement strategic marketing plan for business

Created special promotions, write/design print and outdoor advertising, and coordinate all media buying

Proficient in knowledge of telephony networking, customer segmentation and quality management

Administration more than 300 agent with specific departments ( Value Added Services, Platinum Customers, Mass Customer)

.

Employment History

GLOBAL BILGI CALL CENTER- TURKCELL MOBILE COMPANY– Istanbul, Ankara Turkey

Project Manager 2010-2006

Marketing & Sales Fields Customer Management Support Executive 2006-2004

Consultant (Marketing, Fields and Sales Channel Management)2004-2003

PARKORMAN ENTERTAINMENT– Istanbul, Turkey 2003-2002

Sales and Event Manager

KAYA RAMADA HOTEL 5*- Istanbul, Turkey 2002-2001

Marketing and Sales Executive

Education and Training

PMP CERITIFICATION PROGRAMME

Art Project Management- Present

UNIVERSITY OF CALIFORNIA LOS ANGELES-UCLA

Academic English Programme 2011

BILGI UNIVERSITY

Business Informatics ( Transferring CUNY, NY)

EGE UNIVERSITY

Hotel Management

Training

Power of Creativeness inside of us- 1 day-2009 Kurumsal Consultant

Change Managent-1 day- 2009 Kurumsal Consultant

Microsoft Visio 2007 1 day- 2009 Kurumsal Consultant

Negotiation Techniques- 2009 Kurumsal Consultant

Customer Experience Management Shaun Smith 1-day 2008

Advance Project Management- 2 day -2008 Kurumsal Consultant

Siebel Tranining-1day - 2008 Oracle

Advance MS 2007 Excel- 1 day 2008 Bilge Adam

Improving My Job( 1-2-3) 2006 TEM Consultant

CRM 2 week( 1-2 days) 2005 TEM Consultant

Brand Culture 1 day-2005 Turkcell Akademi

Customer Profile & Sales1 day- 2004 Turkcell Akademi

Technical skills

Siebel, Siebel SFA, CRM Programmes, AVAYA Call Center Agent Programmes, CTI, Quality Center( QA Programme)

Cognos, MSTR, Business Objects, Merlin, Ticketing and Reporting Programmes

Share Point, Microsof Office, Photoshop

Contact this candidate