BANU PEKGOZ
Customer Service Manager
Istanbul,Turkey
Summary
Goal-oriented Customer Service Manager with 8 years of experience in supply chain roles. Forward-thinking team leader skilled at operating departments efficiently to meet targets.Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. High-skilled in communication and collaboration for best-in-class service.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Customer Service Manager
Evyap
Istanbul
11.2021 - Current
- Supervised employees (6 specialists+ seniors) and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Took ownership of customer issues and followed problems through to resolution.
- Generated customer satisfaction surveys to analyze results into action plans.
- Kept customer relations on top of the value chain
S&OP Leader
Loreal
Istanbul
03.2018 - 11.2021
- Used coordination and planning skills to achieve results according to schedule.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Monitored projected stock coverage and target coverage reliability to keep market supply in safe
- Followed up SLOBs reports closely and taken actions to minimize destruction
- Resolved conflicts and negotiated mutually beneficial agreements between production and sales parties.
Master Data Manager
Loreal
Istanbul
10.2018 - 11.2021
- Provided regular and ad-hoc controls on tools integration in usage SAP, APO, Loreal Sales application, Packaging Material Management System and Formula tool.
- Reported master data inconsistencies to domain leaders and let them to control data quality.
- Prepared, measured and published Monthly MD KPI’s and MD Performance Report to Plant Management Committee and Zone Master Data Domain Leaders.
- Coached and supported Key/End Users to guarantee continues improvement of Data management.
- Managed Product Life Cycle of 1000+ materials
Logistics Supervisor
Loreal
Istanbul
01.2019 - 01.2020
- Supervised the integration of Logistic execution process between plant and 3PL
- Managed Loreal E-Delivery Project by coordinating outsourced IT Service, local finance team, global Loreal IT, global business team and local system users
- Analyzed stock discrepancies between IDC system vs Plant SAP, taken actions to reduce errors
- Collaborated and worked closely with sales logistic teams and IDC team to speed up the deliveries
SAP Implementation Project Master Data Manager
Loreal
Istanbul
03.2018 - 10.2018
- Managed SAP Implementation Project's Master Data Process for 7 months.
- Steered team of 11 local key users, motivated and coached.
- Tracked and Presented the Progress of Project to Local Top Management and Zone Management.
Market Planner
Eczacibasi
Istanbul
01.2014 - 11.2014
- Prepared cumulative sales forecasts (3000+ SKUs) of domestic and export markets.
- Increased forecast accuracy appr. %15 (M-3 baseline).
- Organized and managed S&OP meetings among category, marketing and production stakeholders.
- Demonstrated well balanced organizing, communicating and complexity solving skills via working on several markets’ challenging priority and allocation management.
Jr. Production Planning Specialist
Eczacibasi
Eskisehir
05.2012 - 01.2014
- Scheduled Master Assembly Production Plan in weekly basis.
- Monitored daily realization, taken actions according current and potential risks.
- Improved leadership skills by managing SC team for 5 months (14 members).
Education
MBA - Executive MBA
Istanbul Technical University
Istanbul 09.2019 - 07.2020
Bachelor of Science - Industrial Engineering
Anadolu University
Eskisehir 09.2007 - 03.2012
Skills
Effective problem solver
Additional Information
- Young Guru Academy (NGO) YGA Leadership School
- Association for Supporting Contemporary Life (NGO) CYDD Starfish education and growth programme
Timeline
Customer Service Manager
Evyap
11.2021 - Current
MBA - Executive MBA
Istanbul Technical University
09.2019 - 07.2020
Logistics Supervisor
Loreal
01.2019 - 01.2020
Master Data Manager
Loreal
10.2018 - 11.2021
S&OP Leader
Loreal
03.2018 - 11.2021
SAP Implementation Project Master Data Manager
Loreal
03.2018 - 10.2018
Market Planner
Eczacibasi
01.2014 - 11.2014
Jr. Production Planning Specialist
Eczacibasi
05.2012 - 01.2014
Bachelor of Science - Industrial Engineering
Anadolu University
09.2007 - 03.2012
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