Berna Gemalmaz

• Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
• Maintained friendly and professional customer interactions.
• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
• Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
• Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
• Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
• Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
• Consulted customers to boost product sales and services.
• Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Complied with regulatory guidelines and requirements.

• To provide support to ensure that the branches affiliated to the regional directorate achieve their individual banking goals. To ensure that bank policies and strategies are implemented in the field in the most effective way.

To carry out customer relations, sales and marketing in the fields of personal and commercial banking in various branches after the management training provided by our bank.

• Gained knowledge of company policies, protocols and processes.
• Developed problem-solving abilities through hands-on experience with real-life business scenarios.
• Used company reports to analyze sales, gross profit and inventory activities.
• Showcased strong organizational skills by effectively managing multiple projects and tasks simultaneously, meeting all deadlines, and maintaining a high level of performance under pressure.
• Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
• Improved management skills by participating in rigorous training programs and workshops.
• Handled day-to-day customer or client questions via telephone or email.
• Enhanced team performance by implementing effective communication strategies within the group.
• Maintained high-quality standards in all aspects of work, ensuring customer satisfaction at every touchpoint within the business journey.

• Facilitated open lines of communication between team members, promoting collaboration and problem-solving abilities among staff members.
• Monitored call quality and provided timely feedback to improve customer satisfaction ratings.
• Streamlined internal processes, optimizing efficiency within the telemarketing department.
• Developed and executed successful training programs for new hires, resulting in higher retention rates.

Contributing to the implementation of the project team established for the centralization of operational processes