Customer Service Manager at Amazon (2021-01 – 2023-12)
- Directed and mentored a high-performing international customer support team of up to 20 specialists, fostering a culture of continuous improvement and accountability.
- Analyzed daily performance metrics (CSAT, AHT, FCR) and operational KPIs to ensure strict adherence to departmental service level agreements (SLAs).
- Spearheaded workflow optimization initiatives, effectively reducing average response times by around %15 and improving overall operational efficiency.
- Acted as the primary point of contact for complex customer escalations and service-critical situations, resolving issues swiftly to protect brand reputation.
- Designed and facilitated onboarding and ongoing professional development training for new hires, significantly decreasing ramp-up time.
Plant Manager at Cimbeton A.Ş. (2018-01 – 2021-12)
- Orchestrated daily operational processes and workforce scheduling within a demanding, high-volume industrial production environment.
- Enforced strict safety protocols and operational continuity plans, minimizing downtime and maintaining productivity levels.
- Led critical operational decision-making, successfully resolving bottlenecks and material shortages under tight deadlines.
- Restructured internal team coordination and operational planning, resulting in smoother handoffs and improved production stability.
Customer Service Representative at Vodafone
- Resolved complex technical and billing inquiries across digital and voice channels in a fast-paced telecommunications environment.
- Maintained a high First Contact Resolution (FCR) rate and consistently exceeded monthly customer satisfaction targets.
- Leveraged CRM systems to meticulously track service requests, document customer interactions, and identify recurring technical issues.
Sales Manager at Tunsa LTD
- Led B2C/B2B sales initiatives, coaching a dedicated team on effective communication and customer engagement strategies.
- Implemented new relationship-building techniques that directly improved customer retention.
Airport Tourist Guide at Istanbul Airport (IGA)
- Provided rapid, multilingual support to high volumes of international travelers, resolving logistical and navigational inquiries.
- Navigated high-stress, fast-paced situations effectively while maintaining strong intercultural communication and customer service standards.
Office Operations Assistant at AKSER Makina
- Streamlined office workflows, documentation, and administrative coordination to support executive operational leadership.
