HAKAN SATICI

Experience

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  Turkcell Global Bilgi

  Apr 2003 - Nov 2006

  Customer Contact Center Team Leader

  Manage operation and problem solving within team of customer care agents, to meet the required service level, quality standards and sales targets. Monitor, coach and develop staff for exceptional customer experience, with support to team members in everyday activities.

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  Deutsche Bank

  Oct 2007 - Dec 2009

  Sales & Marketing Assistant Vice President

  • Took a critical role in company set up as founding member of DD Mortgage; establishment of company website, call center, pricing, CRM and marketing & sales strategies.• Customer experience program development and execution, differentiating the customer experience, integrating brand into sales and service delivery, development of closed loop voice of customer processes, navigating and managing the complexity of matrix organizations; contact center management.• Conducting and planning market research activities of business groups. Activities include surveys, analysis of syndicated materials, focus groups, developing price elasticity metrics, conjoint analysis and situational modeling. • Increasing the growth of market share and market studies that are very important.• Supporting cross-functional team by pricing direction, new product launch strategies and product positioning.• Developing and coordinating multimedia packages like brochures, letters, purchase displays and so on for specific assignments.• Developing draft advertising layouts and text as campaign materials and presenting to manager for approval and review. • Managing layouts and designing of communications such as presentations, newsletters, event support materials, research papers, and brochures. • Developing mechanisms to ensure the VOTC is appropriately represented inside the organization and working with Marketing to make change happen based on these insights.• Creating and maintaining up-to-date script, which the associates use while responding to calls.• Measuring service quality. • Presenting recommendations to marketing director. Show less

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  Eurobank

  May 2010 - Dec 2013

  Personal Banking Strategic Marketing & Business Development Assistant Vice President

  Creating customer profitability based segmentation model.Designing Omni-Channel digital banking platform.Authorising and evaluating overdrafts and loans.Continuously assess new products and viability of products to be repackagedAcquiring new customers from prospect customers.Penetrating existing markets.After-sales follow up activity.Creating campaigns, promotions activities.Account planning and performance monitoring system.Preparing annual budget, communication & media plan.Designing and following retail customer segmentation over total asset and product ownership.Customer experience program development and execution, differentiating the customer experience Show less

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  Garanti BBVA

  Dec 2013 - Jul 2018

  • Retail Products Risk Analytics Assistant Vice President

    Dec 2016 - Jul 2018

  • Customer Satisfaction and Experience Department Business Development Assistant Vice President

    Dec 2013 - Dec 2016
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  Home Credit Philippines

  Jul 2018 - Mar 2019

  CRM Data Analytics Manager
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  ING Türkiye

  Mar 2019 - now

  • Customer Contact Center Senior Product Manager

    Jul 2023 - now

  • Customer Contact Center Strategic Planning and Business Development Chapter Lead

    Oct 2020 - now

  • Consultant at Process Excellence

    Mar 2019 - Oct 2020