Büşra Luşoğlu
Customer Experience Supervisor
İstanbul
Summary
Experienced professional with six years of customer relations experience, including five years in the aviation industry and one year in e-commerce. Demonstrated expertise in diverse call center roles, specializing in nurturing relationships with business partners, tracking operational KPIs, and exceeding set objectives. Known for delivering detailed reports to the operations director and stakeholders consistently.
Overview
7
7
years of professional experience
17
17
years of post-secondary education
2
2
Languages
Work History
CUSTOMER REPRESENTATIVE
Webhelp
07.2018 - Current
- Giving the best customer experience by helping our customer's needs and find solutions for their problems via email or phone.
TEAM LEADER
Procat A.Ş.
01.2023 - 07.2024
- Maintain and improve the best customer experience.
- Ensure team meets all performance criteria while prioritizing customer satisfaction.
- Coach and guide team members towards individual and operational KPIs.
- Implement solutions to optimize processes and drive continuous improvement.
- Monitoring KPI's of the operation and managing relations with our business partner.
- Preparing daily/weekly/monthly reports and data analysis.
- Our business partners are from e-commerce sector.
TEAM LEADER
Webhelp
07.2020 - 01.2023
- Maintain and improve the best customer experience.
- Ensure team meets all performance criteria while prioritizing customer satisfaction.
- Coach and guide team members towards individual and operational KPIs.
- Implement solutions to optimize processes and drive continuous improvement.
- Monitoring KPI's of the operation and managing relations with our business partner.
- Preparing daily/weekly/monthly reports and data analysis.
- Our business partner is an airline company.
Education
Statistics -
Ege University
09.2011 - Current
Lise - undefined
İstek Vakfı Kaşgarlı Mahmut Anadolu Lisesi
09.2006 - 06.2010
Skills
Microsoft Office Programs (Excel, Word, PP, Outlook)
Google Workspace
Salesforce
CRM
Jira
Manual testing
Agile methodology
TestRail
Customer Relations
Management
Customer service excellence
Quality assurance
Software development life cycle
Scrum framework
Bug reporting
Websites
Timeline
TEAM LEADER
Procat A.Ş.
01.2023 - 07.2024
TEAM LEADER
Webhelp
07.2020 - 01.2023
CUSTOMER REPRESENTATIVE
Webhelp
07.2018 - Current
Statistics -
Ege University
09.2011 - Current
Lise - undefined
İstek Vakfı Kaşgarlı Mahmut Anadolu Lisesi
09.2006 - 06.2010