Jolly Tur, İstanbul - Leading Turkish tourism company.
Feb 2018 – Now Administrating company’s customer database. Analyze Microsoft CRM software for continuous development according to company’s evolving processes. Training all departments about CRM. Defining customer segmentations and the target customers. Create projects to increase customer satisfaction and loyalty index. Developing customer experience processes. Manage CRM integration projects with other software and processes. Manage the data process according to the law on the protection of personal data and the regulation of electronic commerce. Create and manage brand partnerships, plan joint campaigns for cross-selling.
Nef, İstanbul - Leading Turkish real estate company.
Customer Relations Manager
Head of Customer Relations Department
Apr 2013 – Nov 2017 Managing customer relations department. Administrating company’s customer database. Being head of presales call center department’s outsource project. Supervising after sales customer communications activities based on sms, e-mail, or phone. Ensuring that customers are informed about issues such as construction progress, turn-key date for the apartment they have purchased. Creation of Nef's customer loyalty program, Nef Plus, with sales and marketing departments. Producing projects and giving in-company trainings to raise NPS (Net Promoter Score), customer royalty and customer satisfaction. Organize operational customer services such as completed housing project’s customers key handover organizations, title deed transactions etc. Completion of after-sales customer requests and resolution of complaints. Managing the customer experience, auditing the sales offices and completed housing projects. Writing site management plans for new projects, supporting facility management company and site manager election processes for completed housing projects. Being a member of the renewal project of the Golden Spider Award winning corporate web site (www.nef.com.tr).
Ağaoğlu Şirketler Grubu, İstanbul - Leading Turkish real estate company.
Customer Relations Manager
Head of CRM and Call Center Departments
Jul 2010 – Apr 2013 Managing CRM and Call Center teams. Administrating company's customer database. Creating projects for customer satisfaction and loyalty. Developing and executing marketing activities to reach target customers. Manage Microsoft CRM software migration project as project manager, for all presales, sales and after sales processes. Manage Call Center growth project including Alcatel Genesys system transition as project manager. Managing relationships with 3rd party suppliers.
Borusan Logistik, İstanbul - Leading Turkish integrated logistic service provider company, one of group companies of Borusan Holding.
Senior CRM Specialist
Jan 2006 – Jul 2010 Administrating company’s customer database. Analyze Microsoft CRM software for continuous development according to company’s evolving processes. Training all sales and customer service employees about CRM. Defining customer segmentations and the target customers. Create projects to increase customer satisfaction and loyalty index. Create annual customer communication plans. Informing customers about company’s services, new service locations, PR activities etc. Being a member of VOC (Voice of Customer) team which embodies entire Borusan Group’s customer feedback evaluation system. Administrating corporate website and intranet site. Create annual communication plans for bluecollar and whitecollar employees (at all Borusan Lojistik locations around Turkey), develop social activities, clubs (such as BLOT – Borusan Lojistik Outdoor Team) and suggest new communication tools (such as MS Sharepoint 2007, kiosk, digital signage) to increase effectiveness of internal communication. Developing and executing marketing activities. Research and analyze competitors and prepare reports for company’s strategic plans. Supporting all PR and internal communications activities such as Children’s Drawing Competition, Turuncu magazine for customers, Bizce Plus magazine for employees, business congresses and seminars. Being a member of various 6 sigma projects as Green Belt. Being a member of ISO 10002 Customer Satisfaction Standard team. Being a member of the team that won the EFQM Turkey Excellence Award.
Otokoç Birmot Avis Budget A.Ş., İstanbul - Leading Turkish automotive company one of group companies of Koç Holding.
Software Support Consultant
Jan 2003 – Jan 2006 Training and supporting users about company's operational ERP software OBİS (which has been developed on .net technology). Analyze OBİS for constant development according to company’s evolving processes. Administrating corporate website and intranet site. Designing banners and mailing formats for marketing activities. Being a member of analysis teams (such as sube.otokoc.com.tr for customers’ online operations, establishing project of Otokoç Call Center) of various projects. Auditing company’s internal processes as Internal Auditor of EFQM. To be a member of the team that won the EFQM Turkey Excellence Award.
Genpa A.Ş., İstanbul – Telecommunication company, one of group companies of Erdem Holding.
Internet Applications Specialist
Mar 2002 – Nov 2002 Administrating corporate website and e-commerce site Genpatech. Being a member of the company’s e-commerce project's (http://www.genpatech.com) analysis team and managing relationships with job partners. Designing banners and mailing templates for marketing activities.
Arabul A.Ş. (domi.net), Ankara – Turkey's first categorical index site and internet service provider company.
Mar 2001 – Mar 2002 Designing advertising banners and website skins for internal and external customers' marketing activities. Being a member of the e-commerce project's (alisveris.arabul.com) analysis team. Odak Yazılım A.Ş., Ankara – Accounting and inventory management software company serving small and medium sized companies in Turkey.
Technical Support and Sales Consultant
Feb 2000 – Feb 2001
Supporting and training users about Odak Enterprice Software during the first 6 months. Organizing seminars in various cities of Turkey (such as Ordu, Adana, Batman, Antakya, Niğde, Ankara, Mardin, İzmit etc.) After the first 6 months, rotated to the Marketing Department as Sales Consultant.
Avivasa, Ankara – Turkey's leading private pension and life insurance company, the joint investment company of Sabancı Holding and Aviva PLC, the British insurance giant.
Oct 1998 – Jan 2000 Constituting the customer portfolio for the company, interviewing with the customers to inference their financial analysis and finalizing the sale by offering the appropriate insurance policy. Provide customer service support for after sales requests and resolve customer complaints.
Hacettepe University 1994 - 1998
Sociology, Bachelor’s Degree
Ankara Gazi High School 1990 – 1993
MS CRM, SAP R3, SAP SEM, Navision, Microsoft Office Tools, Microsoft SharePoint, Mi4Biz, MS SQL, HTML, CSS, Microsoft FrontPage, Adobe Photoshop, Adobe Dreamweaver, Adobe Fireworks, Minitab, Lotus Notes.