Baki Süngü

Experience

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  Koçbank

  Jul 1998 - May 2001

  Investment Specialist

  Giving investment recommendations or conducting securities analysis,Understanding customers' needs and managing their portfolios,Having fiscal knowledge and customer service skills to help clients define and reach their financial goals,Managing and reporting agents' performances; supporting them.

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  Avea

  Jun 2001 - Dec 2007

  Designing and managing monitoring and evaluation efforts for Customer Care Department,Analizing performance evaluation reports and sharing with human resources and top management regularly,Responsible for the development of Results Monitoring Plans, reporting tools and data analysis,Collaborating with related departments in response to changes in the operating environment to update or revise expectations as necessary,Developing operational work plan; planning business processes and systematic infrastructure in scope of performance systems,Leading and supporting Performance Management System. Taking business needs from internal customers and implementing at issued project,Optimizing agents' capacities and planning working hours and vocations of employees.Implementing new projects which should increases proactiveness, productivity and quality of Customer Care Department,Planning escalation of operation, making trainings to increase quality of communication level with internal and external customer. Show less Managing incoming calls and customer service inquiries,Providing daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner,Identifying and assessing customers' needs to achieve satisfaction,Leading call center teams, planning of resources and agents, training them to increase cross sales,Resolving any emerging problems that our customer accounts might face with accuracy and efficiency,Reporting performance of agent and calls, responsible for suggesting methods to improve area operations, efficiency and service to customers,Following communication procedures, guidelines and policies. Show less

  • Monitoring Specialist & Business Analyst

    Apr 2004 - Dec 2007

  • Customer Services Team Leader

    Jun 2001 - Apr 2004
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  Millenicom

  Dec 2009 - Dec 2012

  Customer Services Operation Manager

  Responsible for the overall performance of Customer Services department and ensuring that the performance standards are met or exceeded, Reporting and improving KPI's of Customer Care team, coaching them,Monitoring daily workflows and ensuring that correct procedures are followed,Management of dealers' relations; new dealer acquisition and ensuring full support for the effectiveness of the dealers,Leading Customer Services Project, IVR (Interactive Voice Response) Project, CTI (Computer Telephony Integration) Project and Online Transactions Web Project,Preparing budget and follow up monthly, quarterly and yearly,Supporting recruitment of outbound, back office and inbound teams; implementing business processes and giving trainings them related products. Show less

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  N11.com

  Jan 2013 - Jun 2021

  Building and maintaining relations with the business partners, carefully analyzing their needs and driving efforts to develop and release products within the n11 ecosystem,Managing the overall process from product concept phase to completion, identifying targets and leading respective activities to achieve objectives, directly reporting to the Supply Chain & International Business Development Director along the way,Projects under control;•n11magazam – E-commerce Web Packages (n11magazam.com)•n11cloud – Cloud Solutions (n11cloud.com)•Bizim Hesap – Online Accounting & E-commerce Integration Program (bizimhesap.com)•Mukellef.co – Solutions for Starting a Business Show less Responsible for seller acquisition and managing the lifecycle of seller including ensuring loyalty to our company,Managing all Sales Operations processes and activities that drive insights of business planning including alignments, reporting and targeting,Playing a key role on maximizing the revenue and increasing the seller satisfaction by conducting extensive analysis and providing insights about categories, products, sellers,Leading annual strategic business planning by setting sales targets of regional sales teams and ensuring the realization of pre-planned sales revenue by diving it into regions effectively,Collaborating with cross-functional teams like IT, Data Management, Market Analytics, Legal and Finance to provide holistic approach on business situations that affect Sales Operations deliverables,Driving continuous improvement reviews of existing processes and tools to improve efficiency and maximize revenue,Collaborating with third party companies such as Mercedes, Turkcell, Turk Telekom to increase sales targets and seller acquisition and PR,Responsible for the continuity on the contract of a seller by managing whole business lifecycle, Enhancing and processing sales team order management,Managing Sales Support Specialists' problems and organizing regional sales operation activities,Preparing an annual budget for in-house and outsource expenses and planning working processes in Sales Support Center,Leading Document Management Project, Online Seller Registration Project, Online Reservation Project and B Project.Supporting, training and leading regional sales team. Show less Responsible for seller acquisition. Optimizing the system in order to achieve pre-planned department goals,Managing sellers' relations and turning this into increasing the business, meeting potential sellers by growing, maintaining, and leveraging network,Supporting product launches, marketing campaigns and promotions,Tracking key metrics such as sales, commission, revenue targets and discount budgets and identified potential risks on subcategory details by forecasting the monthly actualization,Collaborating with the category teams for creating promotion ideas for their categories in order to boost their sales, buyer frequencies, basket sizes and successful sellers. Supporting to analyze the daily sales data and sharing critical points and provided monthly forecasts to the upper management, Creating new campaigns to gain new brands in order to increase department profit,Responsible for administration of seller contract to related system, registration to sales representatives platform, sales representatives registration process,Establishing seller studio and ensuring the effectiveness progress,Tracking the contributions of sellers and ensuring them to act accordingly. Show less

  • Business Partners & Business Development Group Manager

    Apr 2020 - Jun 2021

  • Business Partners & Quality Management Manager

    Jun 2016 - Apr 2020

  • Sales Operation & Planning Supervisor

    Jan 2013 - May 2016
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  GittiGidiyor

  Jun 2021 - Jul 2022

  Head of Seller Acquisition

  Building the field sales operation team for GittiGidiyor across 8 major cities (Adana, Ankara, Konya, Kayseri, Antalya, Bursa, Izmir, and Istanbul) in Turkey to boost seller acquisition of the organization,Managing all efforts regarding seller acquisition and advertising sales activities, leading annual strategic business planning by setting sales targets for regional sales teams and keeping close track of KPIs,Working in close collaboration with various teams such as IT, Data Management, Market Analytics, Legal, and Finance to provide a holistic approach to business situations that affect sales operations deliverables,Organizing online training programs and conferences in various cities to improve seller quality and ensure that sellers are fully aligned with the overall strategy,Driving continuous improvement efforts of existing processes and tools to improve efficiency and maximize revenue. Show less

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  Param

  Sept 2022 - Mar 2023

  Sales & Customer Acquisition Director

  Accountable for building the field sales operation team of 10 across 6 major cities including Ankara, Konya, Gaziantep, Adana, Antalya, Izmir, and Istanbul to pursue strategic business opportunities with the customers,Building strong and mutually beneficial relations with the customers, analyzing their needs, and ensuring the development of appropriate products in line with their needs within the Param ecosystem, Setting sales targets for regions and keeping close track of KPIs, preparing an annual budget for in-house and outsource expenses, and creating the bonus system from scratch, Ensuring customer loyalty and engagement with the periodical visits of respective teams, providing value to the customers, and successfully achieving and exceeding targets with new and existing customers. Show less

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  Farmazon

  Jan 2024 - Jan 2025

  Seller Excellence and Acquisition Sr. Manager

  Building the field sales operation team for Farmazon across 2 cities (Adana, Ankara) in Turkey to boost seller and buyer acquisition of the organization,Managing all efforts regarding seller acquisition and increase GMV activities, leading annual strategic business planning by setting sales targets for regional sales teams and keeping close track of KPIs,Working in close collaboration with various teams such as IT, Data Management, Market Analytics, Legal, and Finance to provide a holistic approach to business situations that affect sales operations deliverables,Organizing conferences in various cities to improve seller quality and ensure that sellers are fully aligned with the overall strategy,Driving continuous improvement efforts of existing processes and tools to improve efficiency and maximize revenue. Show less

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  PayTR

  Jan 2025 - now

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