ABAP
BERKECAN AKTAŞ
Support Manager
ISTANBUL
Summary
Results-oriented Support Manager offering 2 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Results-oriented Support Manager offering 2 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
7
7
years of professional experience
Work History
Support Manager
SNI Technology
01.2024 - Current
- Led and coordinated a team of support specialists to ensure timely and effective resolution of client issues.
- Managed daily operations and monitored team performance to ensure adherence to service level agreements (SLAs).
- Implemented process improvements to optimize service delivery and enhance overall team efficiency.
- Provided technical guidance and training to team members, helping them develop their skills and knowledge.
- Fostered a collaborative team environment, encouraging open communication and problem-solving.
- Maintained strong relationships with clients, ensuring their needs were met and exceeding expectations.
- Analyzed customer feedback and support metrics to identify trends and implement solutions to improve customer satisfaction.
- Ensured the achievement of key performance indicators (KPIs) and continuously worked towards enhancing the support experience.
Application Consultant
SNI Technology
09.2022 - 01.2024
- Led training sessions for end-users to ensure a smooth transition to new applications and systems.
- Delivered consistent results under tight deadlines, managing competing priorities effectively without compromising quality or client satisfaction levels.
- Provided exceptional post-implementation support, addressing any lingering concerns or issues promptly for lasting client satisfaction levels.
- Conducted comprehensive requirement analysis to identify gaps in current systems and propose effective solutions.
- Managed multiple projects simultaneously, consistently meeting deadlines and exceeding stakeholder expectations.
Professional Athlete
Yeditepe Eagles
09.2017 - 07.2022
- Managed time effectively while traveling for games, attending practice, and going to classes.
- Attended all practices, meetings, and workouts on time.
- Exhibited excellent teamwork and strong work ethic by promoting camaraderie.
- Contributed to team success by consistently meeting or exceeding performance goals set by coaching staff.
- Promoted the importance of sportsmanship, discipline, and teamwork both on and off the field to uphold the reputation of the organization.
Education
Bachelor of Science - Political Science And International Relations
Yeditepe Unversity
Istanbul/Türkiye 04.2001 -
Skills
Customer service
Decisive Decision-making
Stakeholder management
SAP
Leading team meetings
Technical support expertise
Software
SAP
SQL
Timeline
Support Manager
SNI Technology
01.2024 - Current
Application Consultant
SNI Technology
09.2022 - 01.2024
Professional Athlete
Yeditepe Eagles
09.2017 - 07.2022
Bachelor of Science - Political Science And International Relations
Yeditepe Unversity
04.2001 -