Experience

  • Head Of Customer Experience

    at Momento

    July 2018 - at Present

    İstanbul

    About Momento Momento is a startup and since 2010, It has been a solution provider for reward and recognition platforms and system management services for over 170 global and local leading web corporates and 290 brands. Momento offers freedom of choice to employees through its experience gift packs and mobile based reward platforms and prepaid cards. My key responsibilities: • Defining Momento’s new customer experience strategies • Defining and designing all contact center and CX processes • Implementing customer feedback measurement systems • Create and monitor CX metrics • Segmentation: Creating Customer Profiles and customizing their CX • Business development and account management strategies • Team Management: Hiring, managing, training, performance measurement • Product Development: Management of portal and App projects • Improving shopping and post shopping experinces of Momento Customers • Budgeting, board reporting and data management

  • Head Of Customer Experience

    at Markafoni

    November 2016 - April 2018

    İstanbul

    • Define and improve the overall Markafoni customer experience including strategic initiatives to please customers in the future • Improve Markafoni Customer'S shopping and post-shopping experience • Administration of CX team and Service Centre • Management of quality and performance objectives to achieve the internal and external KPI´s incompliance with economic factors and budget • Development and implementation of ideas and concepts for the optimization of service center related policies • Continuous monitoring of employee, team productivity and setting appropriate measures • Define project scope, goals and deliverables that support business goals in collaboration with management and stakeholders • Implementation of new processes in collaboration with internal decision-makers • Direction and Management of the teams Monitor touchpoint NPS performance and manage NPS to measure customer satisfaction

  • Senior Service and Customer Experience Manager (e-commerce)

    at sahibinden.com

    February 2014 - November 2016

    İstanbul

    About Sahibinden Sahibinden.com is the leading classifieds and online shopping site in Turkey with 30 million monthly unique visitors and 3 billion pageviews. My key responsibilities: • Business Development • UX & UI design of the web site • Product management • New product development • Product launch • Web analytics • Project Management • Fraud Management • Content Management • Payment systems integration & maintenance. Leaded Projects: • Redesigning payment pages • One step check out (saving credit card information and using them for the next purchase) • Guest check-out • Best match project • Icecat product catalog integration • Differentiate new and second-hand products • Regulation projects

  • Customer Experience Designer

    at Turkcell

    January 2004 - February 2014

    İstanbul

    • Designing the experience of individual customers by mapping the customer journey. • Determine the pain points of the customer lifecycle, fix them by principles of end to the end customer experience and turn negative feelings of customers to positive • Identifying and drawing customer process maps; setting KPI’s • Designing flourishing processes according to the channel and segment, considering minimum cost, maximum customer satisfaction • Managing change in the responsible area through communication across all touchpoints, coordinating cross-functional teams to ensure accuracy of the information, ease of operations, and clear direction to all channels • Plan, direct, manage and launch projects from beginning to end. Actively taking a role in large, multiparty projects. Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.

Education

  • Metallurgical Engineering

    at Yildiz Techniqual University

    1997 - 2004 (7 years) İstanbul

  • Mathematics

    at Kadir Has

    1994 - 1997 (3 years)

Services offered

  • Head Of Customer Experience

    Customer & Service experience management , Administration of call center / contact center, Call Center process management, Business Development, Service design, UX & UI design, Product management, New product development, Product launch, Project management,

Knowledge and keywords

Languages

  • English Native

Hives