İpek Dinçer Uyanık

I have approximately 15 years of experience in operations, logistics, customer experience, and process improvement across e-commerce, telecommunications, and retail. At Trendyol, I managed the operational performance of strategic delivery partners, monitored KPIs, coordinated the resolution of critical cases, and contributed to cross-functional improvement projects. I focus on improving operational efficiency and the delivery experience through data analysis, stakeholder management, and root-cause-driven problem solving.

Cargo Partner Experience Senior Specialist - Trendyol (DSM Grup Danışmanlık)

(2022-01 - 2026-01)

• Managed the operational processes and performance of strategic 3PL partners, including Trendyol Express.
• Monitored daily KPIs such as delivery lead time, failed deliveries, and customer satisfaction; analyzed performance issues and coordinated improvement actions.
• Conducted root cause analyses for critical delivery cases affecting customer and seller experience, and managed resolution processes with relevant teams and delivery partners.
• Worked cross-functionally with Operations, Product, Customer Experience, and Technology teams on delivery experience and process improvement initiatives.
• Prepared performance analyses and reports using Tableau, Looker, and Google Sheets to support data-driven decision-making.
• Monitored industry best practices and logistics trends and developed recommendations to improve operational processes.

Delivery - Customer Experience Specialist - Trendyol (DSM Grup Danışmanlık)

(2020-01 - 2022-01)

• Analyzed delivery-related customer and seller issues and coordinated resolution processes with the relevant operations teams.
• Identified recurring problem areas through complaint data and contributed to process improvements and long-term corrective actions.
• Monitored operational performance and customer experience metrics and conducted regular reviews with relevant stakeholders.

Customer Services Specialist - Türk Telekom A.Ş.

(2013-01 - 2019-01)

• Managed customer experience, complaint management, and quality processes, including KPI monitoring, performance reporting, and audit activities.
• Played an active role in mystery shopping programs and process improvement initiatives to enhance service quality.

Marketing Specialist - Rönesans Gayrimenkul Yatırım - Adana Optimum Shopping Mall

(2011-01 - 2013-01)

• Coordinated marketing campaigns and events and managed CRM, social media, agency, and vendor processes.

M.A. - Marketing Management - Çukurova University (2012-01 - 2013-01)

B.A. - International Relations - Çağ University (2005-01 - 2010-01)