Firat Pamuk

Experience

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  Teleperformance

  Jul 2014 - Apr 2017

  - Manage the daily performance of 30+ employees : KPIs and SLAs, ensuring performance on Quality Guidelines and Workflow processes and ensuring team is productive for Microsoft Answer Desk project.- Providing mentor and coaching sessions to junior and senior agents.- Creating SWOT analyses for individuals in order to improve success at production. - Providing level 2 solutions for reported escalations in multiple channels within the SLA, TRT and AHT targets for Apple IOS and OSX support project. - Provides primarily constructive consulting to Tier 1 CSSs in order to assist them handling end users’ cases.- Perform solid soft skills by handling their questions and concerns with speed and professionalism.

  • Production Team Lead and Quality Assurance Analyst

    Jan 2016 - Apr 2017

  • Senior Technical Consultant

    Sept 2014 - Jan 2016

  • Technical Support at Apple Project

    Jul 2014 - Sept 2014
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  Arvato

  Jul 2017 - Nov 2017

  Customer Service Specialist
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  Accenture

  Nov 2017 - Aug 2019

  - Providing level 2 solutions for reported escalations in multiple channels within the SLA and TRT targets. - Identify policy gaps, gather justification proofs and collaborate with client in order to support global processes.- Develop workflows, guidelines and processes for GMB CRS & L2.- Design quality and ramp up trainings to new SMEs & CSR in EMEA.- Create workflow for L2 team weekly.- Managed Collaboration L1/L2 Training and Innovation Hour Meeting in order to increase team connection. Show less - Isolate product data conflicts and optimize the customer's account. - Educate customer about guidelines of the product and present the benefits of Google My Business.- Escalate/ redirect/ flag cases to the designated team. Aligning cross-functional partners to ensure the best possible product experience.- Continuously outperform the productivity and quality targets, as well as the SLA and TRT targets.- Managed Knowledge Transfusion project for DACH, BENELUX, France and Italy teams by creating email templates in order to take fast action on backlog situations. Show less

  • Subject Matter Expert (Acting)

    Nov 2018 - Aug 2019

  • Customer Service Specialist

    Nov 2017 - Nov 2018
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  Apple

  Oct 2019 - now

  • Apple Retail Executive Relations

    May 2022 - now

  • Order Specialist

    Oct 2019 - Apr 2022