About Me

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2019 November- Present

Atlas Global Airlines

Customer Experience & Inflight Service Director

Leading;

- Contact Center Management with different operation types

- Digitilization of the contact center

- Designing voice of customer structure with NPS & CSAT measurement of touchpoints

- Design customer-centric strategy

- Employing design thinking and journey mapping to develop solutions that will improve the overall customer experience

- Lead Customer Touchpoint teams

- Cultural transformation

- Design brand experience

- Design analytics structure to design data driven organization

- Procurement & contract management

- Inflight service design and delivery

2017 August- 2019 November

Pegasus Airlines

Head of Customer Experience& Analytics and Insight 

Leading;

• Digital customer experience design      program
• Design customer experience strategy      and enrollment
• Customer centric organization      transformation
• Transformational Leadership design      for customer experience management
• Customer experience transformation      program management
• Contact Center Management
• Regulation management for customer      complaints and claim management
• Digital Transformation on mobile      and online 
• Customer analytic modelling first      in market
• Pegasus Innovation Team Management
• Leading segmentation modelling 
• Leading campaign management      program and designing the personalized campaigns aligned with digital      channels

Achievements:

• Making Pegasus Airline as the      first in the world which get International Business Excellence Awards in      Customer Experiene & Overall Category in 2019
• Baykus Awards, Pegasus Airlines is      the 1st in its insight category.
• Making Pegasus Airline as the      first in the world which get International Customer Experience Awards in      Customer Feedback & Insight Category in 2018
• Data Driven Marketing Management      Transformation Program Management 2018 and new strategy is launched with      Digital Airline
• Customer Experience Strategy      Design Leader
• Digital Transformation of Pegasus      Airline Mobile App and Online, Developing New Organization& Department

2015 March- 2017 August 

Vodafone Turkey

Senior Manager of Product Delivery and Transformation

Leading;

• Product delivery strategy      management
• Enterprise Business Fixed &      Mobile Product Management
• P&L management 
• Budget management
• Project Management
• Digitilazation on Customer      Experience
• Agile delivery methodology driven      modelling and organizational transformation
• CRM transformation

Achievements:

• Vodafone Group’s first event based      product designed and launched in Turkey with my team 2016 
• Transformation Management for all      EBU CRM& Campaign Management including Siebel CRM and PegaSystems

2014 March -2015 March 

Turkcell Superonline

Head of Account& Channel Experience Management & Planning Office

Leading;

• Account Management
• Process and experience management
• Business reporting
• Budget management
• Project Management
• Planning & Productivity      Management

Achievements:

• Redesign of Turkcell Superonline      Contact Center Management
• Superonline Customer 2.0 program      stream leader
• P&L Management for Turkcell      Global Bilgi

2013 February- 2014 March 

Turkcell Global Bilgi

Head of Business Development & Project Management 

Leading; 

• Generating business development      and revenue models,
• Customer analytics and customer      segmentation modelling,
• Developing Turkcell and none      Turkcell related business models      which are B2C, B2B.
• Customer experience & Contact      Center improvement project model team management
• Customer database generation and      datalifecyle projects.

2012 January-2013 February

Turkcell Global Bilgi

Postpaid CC Channel Customer Experience Management Unit Head

Leading postpaid experience programms and overall Turkcell Individual Budget management at CC Channel.

Such as;

• Postpaid Turkcell Account      Management & Budget Management
• Postpaid Campaign Experience      management
• Pre/Post Churn Management;      includes loyalty programs.
• Postpaid BO experience management
• Customer 2.0 ; Customer centric      technology transformation program management
• Postpaid Club Experience Management
• Social Media operation management
• Individual operations Cost      Management
• New operation & business model      development for postpaid operations

2010 January- 2012 February

Turkcell Global Bilgi

Customer Experience Management & Process Management Office Unit Head 

Leading the team of business and technical project managers, responsible of customer programs, customer centric projects such as ;

• Service      segmentation with employee segmentation
• Customer      perception and customer satisfaction analysis program management
• Customer 2.0 Program      Management
• Backoffice      process redesign
• %10 FCR      improvement
• %27 Contact      Center cost savings
• User experience      reengineering projects.
• Individual      segment strategy design in contact center

2005 March- 2010 December

Turkcell İletişim Hiz.A.Ş,İstanbul

Customer Centricity Department- Project Coordinator 

Marketing Dept. –Customer Centricity(CRM Project)

• Determining the      corporate priorities&KPIs for CRM purpose.
• Task assigning      for related project items.
• Getting in part      of decision of the business consultancy.
• Designing the      to-be structure/processes and making the Customer Centric improvements in      channel processes in Siebel with a consultant for CRM focus processes.(in      progress)

Organizational Development Dept.

• Responsive of      analysis of business continuity and corporate risk management systems. 
• Creating      business impact analysis, recovery plans, recovery time charts,      alternative process designs by business analysis approach for technic      departments.
• Leading      disaster recovery project in business side in means of determining the      Corporate Priorities with business partners and implementing these through      project and coordinating the technical issues.
• Designing the      process diagrams and resource planning on this purpose.

2003 June -2005 March

AkEmeklilik A.Ş,İstanbul

Project Leader (Head of PM Group)  

Information Systems and Business Development Dept.

· Responsible for making analysis, creating new ideas about the change that wanted, listening the clients, making specifications, designing and modelling new system by using the needs. After programming step making tests for users, after the system tests, giving training to users and, maintain the system. 

· Project leader of CRM sub project- document management and process design project.

Achievements:

· Online channel CRM transformation project management 

2001 September -2003 June  

Aviva Hayat ve Emeklilik A.Ş, İstanbul

Analyst

Information Systems and Business Development Dept.

· Responsible for making analysis, creating new ideas about the change that wanted, listening the clients, making specifications, designing and modelling new system by using the needs. After programming step making tests for users, after the system tests, giving training to users and, maintain the system. 

1999 September-2001 September 

Telsim Mobil Telekomünikasyon A.Ş

System Analyst  

Information Systems – Operation Dept. 

• Making current      system analysis with include the GSM infrastructure as Nokia Postpaid      Systems, Prepaid Systems, Oracle related Unix scripts, VSE as the billing      system and the backup strategies. Developing new process designs by using      visual tools.
• Making      operational procedures which are need of marketing, finance departments      and which are the inputs of technical proccesses.

1997 April- 1998 September 

Beko Elektronik A.Ş 

Project Trainee - Organization Method Dept.  

• Making deals      with suppliers to launch JIT (Just In Time) project
• Production      planning on plastic injection products. o Preparing      Beko Strategic Management documents.