Aytuğ Tokoğlu
Customer Service & Ground Operations Specialist
Ankara
Summary
Dynamic and results-oriented customer service and ground operations professional with over 11 years of proven expertise in the aviation and telecommunications industries. Adept at managing high-pressure environments, resolving complex customer inquiries, and driving operational excellence. Seeking remote opportunities to deliver value in client relations, problem-solving, and operational management for global organizations.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Passenger Services Agent
TGS Ground Services
01.2014 - 01.2025
- Managed over 200 daily passenger inquiries, ensuring smooth travel experiences and resolving customer complaints effectively
- Collaborated with cross-functional teams to streamline baggage and flight management processes, reducing operational delays by 15%
- Provided training for new hires on standard operating procedures, resulting in improved team efficiency and consistency
Sales Representative & Call Center Agent
Vodafone Assist
01.2010 - 01.2013
- Handled high-volume inbound and outbound customer calls, achieving a 20% increase in upselling revenue
- Delivered technical support solutions for customer queries, maintaining a 90% customer satisfaction rate
Education
Associate Degree - Tourism and Travel Services Management
Anadolu University
01.2014 - 01.2020
Associate Degree - Hospitality Management
Dumlupınar University
01.2008 - 01.2009
Skills
- Exceptional Customer Service and Communication
- Team Leadership and Collaboration
- Conflict Resolution and Stress Management
- Adaptability in Challenging Work Environments
- Proficient in MS Office (Excel, Word, PowerPoint) and CRM Systems
- Multilingual: Fluent in Turkish, Proficient in English
Ticketing knowledge
Performance improvements
Strong organization
Emergency procedures
Motivating employees
Lost baggage tracing
Relationship building
Documentation and reporting
Certification
Google Data Analytics Professional Certificate, In Progress
Timeline
Passenger Services Agent
TGS Ground Services
01.2014 - 01.2025
Associate Degree - Tourism and Travel Services Management
Anadolu University
01.2014 - 01.2020
Sales Representative & Call Center Agent
Vodafone Assist
01.2010 - 01.2013
Associate Degree - Hospitality Management
Dumlupınar University
01.2008 - 01.2009