Aslı SEZGİN
Customer Service Manager
İZMİR,TURKEY
Summary
Dynamic Customer Service Manager with a proven track record at SKF Turk, excelling in conflict resolution and team leadership. Enhanced customer satisfaction through innovative strategies and streamlined processes, driving loyalty and retention. Skilled in data analysis and performance management, fostering a high-performing team dedicated to exceptional service delivery.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
35
35
years of post-secondary education
2
2
Languages
Work History
Customer Service Manager
SKF Türk San. Ve Tic. Ltd. Sti
İstanbul, Turkey
05.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Ensure people and talent development and manage succession planning in line with current and future business and customer requirements
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Customer Service Representative
SKF Türk San. Ve Tic. Ltd. Şti.
05.2016 - 05.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Drive digitalization and automation of processes and optimize resources
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Monitor payments by customers and support the follow up of Overdue
- Develop designed trainings and handouts for the customers to efficiently establish and maintain common working processes
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Manage customer administration through SKF systems and portals
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Sales Supervisor
Mayr-Melnhof Graphia
09.2013 - 05.2016
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Mentored junior staff members, fostering professional development and career progression within the organization.
- Preparing Sales Budget Report
- Preparing KPI reports of the suppliers.
- Determining raw-material planning strategies.
- Investigating potential customers and preparing price offers for new products.
Key Account Customer Service Representative
Mayr-Melnhof Graphia
11.2007 - 09.2013
- Streamlined account management processes for improved efficiency and client retention.
- Implemented feedback loops to continuously refine processes and enhance overall customer experience.
- Leveraged CRM systems to optimize account management activities, leading to a more data-driven approach in handling client relationships.
- Negotiated contracts and pricing agreements with clients in alignment with company goals and profit margins.
- Improved company reputation with exceptional customer service tailored to specific client requirements.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Arranging customer visits on regular basis
Education
BBA - Business Administration-Eng.
Bachelor of Business Administration-Eng.
Eskişehir, Turkey 09.2002 - 06.2007
High School Diploma -
Kutsan Anadolu Lisesi
Izmir, Turkey 09.1994 - 06.2024
Skills
Customer service
Workflow management
Customer relationship management (CRM)
Problem solving
Communication skills
Sales strategy
Inventory management
Data analysis
Performance management
Team leadership
Conflict resolution
Customer service
Timeline
Customer Service Manager
SKF Türk San. Ve Tic. Ltd. Sti
05.2022 - Current
Customer Service Representative
SKF Türk San. Ve Tic. Ltd. Şti.
05.2016 - 05.2022
Sales Supervisor
Mayr-Melnhof Graphia
09.2013 - 05.2016
Key Account Customer Service Representative
Mayr-Melnhof Graphia
11.2007 - 09.2013
BBA - Business Administration-Eng.
Bachelor of Business Administration-Eng.
09.2002 - 06.2007
High School Diploma -
Kutsan Anadolu Lisesi
09.1994 - 06.2024