Reyhan Ceylan

Experience

• 

  7-24 Reklam Ajansı

  Aug 2016 - Oct 2016

  Advertising and communication
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  AE PRODUCTION

  Sept 2017 - May 2019

  Advertising and communications Specialist
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  Hepsiburada

  Oct 2019 - Dec 2022

  • Digital channel, inbound, outbound, outsource management .Reviewing the performance of responsible representatives, identifying training needs and trainingplanning their sessions.* Mentoring the team, keeping motivation and energy at the highest level,• Always be within reach and maintain team dynamics• Be able to keep the motivation and energy of the team at a high level,• Have an analytical perspective and the ability to solve problems quickly,• Self-confident, energetic, friendly and highly motivated,* Able to adapt to corporate culture,• Coordinating motivational reward and incentive plans.* Protection and monitoring of up-to-date information on developments in the sector and participation in networks* Analyzing call center data to maximize customer satisfaction* Organizing the shift patterns and the number of personnel needed to meet the demand* Regular monitoring of KPIs in this direction, coordinated and close work with the relevant teams• Planning and taking the necessary actions to achieve the monthly targets determined by the planning and reporting competence• Conducting the necessary studies and presentations to maximize customer satisfaction.• To follow all the requests of the responsible representatives about the products and services. Show less Responding and resolving questions/complaints and requests from customers instantly within the company,• To ensure that records are created on CRM systems in accordance with the information received from the customer,• To follow the complaint process of customers from the beginning to the end, to solve it by taking the initiative,• To transfer information about new products and services to customers correctly by keeping them up to date,• To be creative in solving customer problems and to contribute to possible process changes and developments related totransmitting it to departments Show less

  • Customer Service Associate Manager

    Oct 2020 - Dec 2022

  • Digital Channel Communication Specialist

    Oct 2019 - Sept 2020
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  Related Digital

  Dec 2022 - now

  Customer Services Manager

  •Customer service operation managementTo develop projects in order to improve the institution's relations with customers•Managing the customer service team and monitoring the work•Developing systems where customers can give feedback•Regular monitoring of KPIs in this direction, coordinated and close work with the relevant teams•Analyzing call center data to maximize customer satisfaction•Have an analytical perspective and the ability to solve problems quickly•Self-confident, energetic, friendly and highly motivated,•Able to adapt to corporate culture, •Coordinating motivational reward and incentive plans.•Protection and monitoring of up-to-date information on developments in the sector and participation in networks•Planning and taking the necessary actions to achieve the monthly targets determined by the planning and reporting competence•Conducting the necessary studies and presentations to maximize customer satisfaction. Show less