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Customer Experience Professional Profile

 

Strategic Planning / Global Ventures / Profit Optimization

Process Improvement / High Growth & Established Organizations / Diverse Products & Services

Creative, detail oriented CX expert with extensive record of achievement developing and directing strategic customer experience management initiatives in ever-changing, dynamic environments. Intuitive leader with acute business acumen and expertise in channel development and market penetration. Personable with outstanding capacity to collaborate with stakeholders as well as maintain client relationships to achieve company objectives.

Solid history of success in CX strategies, customer journey design and touchpoint management.

Areas of Expertise:

 

·         Customer Experience Management

·         Problem-solving & Strategic Planning

·         Customer Empathy

·         Project Management

·         Change Management

·         Stakeholder Engagement

·         Data Analytics

·         Customer Support Operations Analysis

·         Service Design & Process Re-design

·         Team Building and Leadership

 


Professional Experience

 

Voxal Consulting – London, UK Founder (2020 to Present)

Carry out customer experience consulting projects and deliver customer experience trainings within CX consulting and training firm.

Orchestrate all bottom-line factors, including leadership, long-range strategic planning, transformation processes. Develop customer experience strategies. Cultivate long term relationships with clients and assist with customer satisfaction plans to increase loyalty, decrease churn and boost NPS.

 

Philip Morris International – Istanbul, Turkey

Group Manager Customer Care & CRM, Reduced Risk Products (RRP) (2017 to 2019)

Envisioned and implemented tactical customer experience strategy and architecture.

Outlined customer needs and formulated customer journeys through analysis of IQOS user base and segmentation based on needs, pain, and gain points. Constructed CRM architecture of Turkish Republic of Northern Cyprus (TRNC) by means of defining system capabilities and processes. Coordinated outbound communication framework; maintained outbound communication principles, calendar, and KPIs. Applied after sales strategy of RRP’s with replacement policies, after sales programs design and deployment, and after sales KPIs.

Selected Contributions:

  • Amplified service delivery developing all customer care touchpoints from scratch by introducing digital channels, social media platforms, and contact
  • Launched outbound campaign communications and initiated a loyalty program for IQOS customers in
  • Originated holistic customer experience tracking system including NPS, CSAT and

…continued…


 

Millenicom Telecommunications (EWE Group) – Istanbul, Turkey Customer Services Director (2016 to 2017)

Directed individual and corporate customer experience strategy and architecture.

Established consumer and corporate needs. Planned Customer Experience Strategy by prioritising initiatives and programs, introducing new customer experience channels and eliminating redundant ones. Created Customer Experience Measurement system and Feedback Loop. Observed customer voice via social media, SMS surveys, and inbound inquiries.

Selected Contributions:

  • Spearheaded simplification project of customer experience processes, contact centre, and CX
  • Successfully relocated contact centre of 150 agents ultimately saving on material

 

Turkcell Superonline – Istanbul, Turkey Touchpoint Experience Manager (2015 to 2016)

Led improvement strategies of Customer Experience Management (CEM) and Touchpoint Experience for digital, contact centre, and F2F channels.

Managed projects to consistently drive customer service excellence and controlled CEM budget. Monitored KPI performance through periodical reporting. Initiated KPI and scorecard system to follow up on visibility performance of touchpoints.

Selected Contributions:

  • Efficaciously managed contact centre budget and boosted productivity levels establishing Turkcell Superonline as reputable internet service provider in Turkey.
  • Solidified Superonline as a customer-oriented reputable internet service provider in Turkey by enhancing customer satisfaction within touchpoints.
  • Significantly advanced use of digital channels by leveraging user experience with all

 

Turkcell Superonline – Istanbul, Turkey

Customer Experience Strategy Manager (2014 to 2015)

Headed Customer Experience Management (CEM) and CX Strategies.

Implemented customer satisfaction measurement mechanism by compiling qualitative and quantitative surveys, preparing questionnaires, and managing communication of outputs enabling sales, contact centre, and digital channels to enhance service delivery. Prepared annual, quarterly, monthly, and weekly CEM management reports. Collaborated with ICT team to effectually operate ICT budget and assist with ICT demands.

Selected Contributions:

  • Accomplished two company-wide Change Management programs; CEM Excellence and Beyond the Ordinary; now benchmarks for mothership company
  • Instigated customer journey-based auditing and instituted all-inclusive customer experience tracking system including NPS, CSAT, and

 

Additional experience as Lead Customer Experience Designer (2011 to 2014) for Turkcell Iletisim Hizmetleri A.S.; Senior Specialist Customer Experience (2007 to 2011) for Turkcell Iletisim Hizmetleri A.S.; Assistant Manager (2004 to 2007) for Otokoc Otomotiv Tic. ve San. AS.; Supervisor (2001 to 2004) for Otokoc Otomotiv Tic. ve San. AS.


 


Education and Credentials

  • MBA, Product and Service Design (Masters Certificate in Systems Design and Project Leadership) Cornell University – Ithaca, United States

MBA, Graduate School of Business · Koc University – Istanbul, Turkey BA, Economics (in English) · Istanbul University – Istanbul, Turkey

 


Professional Development

  • Judge at the UK Business Awards & Chair of Judges at Turkey Customer Experience Awards (TCXA) –

Awards International, 2021

  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA), 2020
  • Masters Certificate in Systems Design and Project Leadership - Cornell University, e-MBA on Product and Service Design, 2015
  • Leadership Development Program - Turkcell Academy & Emel Sensezgin, 2013
  • Service Design - Aalto University, 2013
  • Customer 360 Summit - Gultekin Guldur, 2013
  • Understanding Generation Y - Evrim Kuran, 2013
  • Turkcell Model Behaviour Sessions - Tulay Cerit, 2012
  • Customer Centricity - Bilgi University, 2012
  • User Experience and Usability - Kerem Rizvanoglu, 2012
  • Today and the Future of Digital Marketing - Caner Yorukoglu, 2012
  • Training for the Trainer - Ebru Polat, 2012
  • Understanding Human Beings - Mehmet Gurkaynak, 2012
  • Presentation Skills - Ayse Kasıkcıoglu, 2012
  • User Interface and Web Site Design - Onca Tapınc Ugurlu, 2011
  • Unexpected Behaviours of the Consumer - Dan Ariely, 2011
27 Şubat 2022

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