Furkan SARAL

Experience

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  Callpex Customer Center

  Oct 2009 - Oct 2013

  • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.Answering agent questions regarding best practices or difficult calls.Identifying operational issues and suggesting possible improvements.Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.Preparing reports and analyzing data to assist management as they determine call center goals.Working with other supervisors and management team members to support agents and maximize customer satisfaction Show less

  • Çağrı Merkezi Süpervizörü

    Nov 2010 - Oct 2013

  • Customer Services Specialist

    Oct 2009 - Nov 2010
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  Tatilsepeti

  Oct 2013 - Nov 2016

  Call Center Operation Supervisor (Multilingual)

  •Managing sales consultants to achieve sales targets.•Making quality analyzes and coaching and mentoring of consultants in line with the current target.Preparing the shift with SL analyzes and forecasts.•Preparing daily, weekly and monthly reports, making presentations to the management.•Following the education and knowledge level of customer consultants and planning trainings when necessary.

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  Artı İletişim&Telemarketing

  Jun 2016 - Aug 2019

  Call Center Managing Partner

  •To manage relationships by communicating with customers so that the company can achieve its profitability targets, anddevelop,To ensure that all operational needs are determined numerically, analyzed and necessary actions are taken within the scope of customer experience,•To provide coordination with operations and other relevant departments in order to provide complete and timely services,•To provide the right service and to ensure the continuity of quality by establishing the infrastructure in accordance with the targets and strategies.•To develop applications that will increase the development of employees by increasing their performance,•Creating new business areas. Show less

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  Teleperformance Türkiye

  Jan 2019 - Feb 2023

  Operations Team Manager (ML-Technic)

  • Initiating studies and evaluating the results in order to improve and develop the processes under its responsibility,•Providing rapid response and effective solutions to the difficulties faced by the team,Providing necessary coaching and guidance for the team to reach its goals, monitoring their personal development, providing the necessary support for team development,• To make necessary control, efficiency and performance analyzes related to business processes,• To realize the daily KPI targets of the Call Center,• Collecting, reporting and analyzing Call Center data,• Participating in recruitment interviews when deemed necessary,• Managing the training processes of the team,• Carrying out activities to increase employee loyalty,• Making Performance Evaluations over the target KPIs,• To regularly monitor the comments of customers on CSAT, NPS ratings and to determine the root causes and ensure customer satisfaction,•Managing projects to analyze customer data through customer experiences, identify trouble spots and create necessary actions for improvement, and improve end-to-end processes,•To collect customer feedback from the call center, social media and digital channels within the scope of the Voice of Customer approach. Show less

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  Ozan

  Feb 2023 - now

  E-Commerce & Customer Service Manager

  • Overseeing the customer services teams• Training and managing Customer Service Assistants and Representatives• On-boarding and training new employees• Setting customer satisfaction targets and working with the team to meet targets consistently• Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs• Creating customer loyalty programs to increase revenue and improve client retention• Establishing customer service policies and procedures• Staying updated on developments in the customer services field Show less