Burak Yener

• Worked closely with organizational leadership and board of directors to guide operational strategy.
• Monitored office workflow and administrative processes to keep operations running smoothly for more than 2500 team members.
• Managed daily operations while overseeing multiple locations to foster increased productivity.
• Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
• Monitored expenditures to mitigate risk of overages.
• Formed strategic partnerships and connected with potential clients to drive business development.
• Increased profit margins by effectively controlling budget and overhead and optimizing service turns.
• Managed revenue models, process flows, operations support and customer engagement strategies.
• Delivered recommendations to long-term accounts to promote brand awareness to key audience.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
• Managed daily operations while overseeing multiple locations to foster increased productivity

Formulate business strategy with others in the executive team.

Design policies that align with overall strategy.

Implement efficient processes and standards aligned with COPC high performance benchmarks.

Coordinate customer service operations and find ways to ensure employee retention.

Ensure compliance with local and international laws (e.g. data protection, GDPR).

Evaluate risk and lead quality assurance efforts.

Oversee expenses and budgeting to help the organization optimize costs and benefits.

Mentor and motivate teams to achieve productivity and engagement.

Report on operational performance and suggest improvements.

Ensuring business operates within the company's mission statement.

COPC process optimization & process implementations across various operational areas.

Spotting conflicts early on and resolving them to the satisfaction of all involved parties as well as quick assessment of the effects of changing circumstances.

Screening, hiring and orientating new employees.

Providing & presenting input on performance reviews and evaluations.

Forecast and regular review/update capacity plans.

Financial projections for upcoming periods for planning.

Being a liaison between two sites to perform better by delivering management know-how to ensure spillover creation are in placed to add value.

Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations.

Being the head of wholesale and retail sales for the company

Conducting local and social media marketing activities

Coordinating and optimizing communications and strive for effectiveness among other function groups

Continuous improvement in supply chain and clientele management

Being the head of Quality Assurance and CRM activities

Coordinating budgeting and finance

Working close with major energy distribution companies within Australia and preparing offers to customers.

Creating finance and tax reports weekly basis and be the point of contact for Australian taxation office.

Being in charge of corporate social responsibility programs by working closely with NGO's. (GetUp! - Better Power Campaign)

Risk mitigation and compliance management for supplier responsibility purposes.

Increasing awareness, founds and promote NGO's such as National Breast Cancer Foundation & The Smith Family: Australian Children's Charity.Gathering and analyzing end user feedback by facilitating information flow charts.

As being a member of a major provider of outsourced contact centre services, worked with clients namely,Nissan, Asus, Xerox Printing Services and Groupon Germany.Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.Developed new client retention strategies resulting in an increase of over 48%.Developed process improvements to enhance efficiency and effectiveness of inter- department call center operations.Maintained up-to- date records at all times.Formulated and enforced Service Center policies, procedures and quality assurance measures. Implemented changes to customer service program, resulting in 17% higher customer satisfaction ratings.

Being in charge of customer service representatives to increase service center profitability.Provided accurate and appropriate information in response to customer inquiries.Maintained up-to-date records at all times.Ran reports and supplied data to fulfill customer report requirements.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction and sales.

Led a team of customer service representatives to service multi-national customers all over the world 24/7, in 6 different languages.Trained staff on how to improve customer interactions.Assisted with the development of the call center's operations, quality and training processes.Demonstrated mastery of customer service call script within specified time frames.Made reasonable procedure exceptions to accommodate unusual customer requests