Burcu Alagoz
Istanbul,Turkey
Summary
Dynamic professional with expertise in online marketing, customer loyalty, and customer service management. Demonstrates a strong ability to enhance corporate travel experiences and streamline online reservations. Committed to leveraging skills in these areas to drive business success and improve client satisfaction.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Booking Department
Global Distribution Channel
İstanbul
08.2024 - 06.2025
- -Following up guests' special requests — such as full credit, early or late check-in, and specific arrangements during their stay — by contacting the hotel's front desk or reservation departments
- -Ensuring hotel reservations and travel plans -checking through the suppliers and booking.com
- -In case of an issue with existing reservations, contact both the hotel and the suppliers
- -Making amendments such as name or pax changes, or cancellations at hotels (checking the no-show issues and, if necessary, trying to waive the charges)
- -Organizing business travel plans to ensure smooth check-in at the hotels and try to provide customer satisfaction.
- Getting or following the pricing and invoicing process regarding the accommodations or organizations
Sales & Marketing Professional
Kappatur
İstanbul
10.2023 - 05.2024
- -Getting calls from the guest regarding the existing tours
- -Introducing tour packages to B2C guests and travel agencies
- - Dealing with account invoices and the payment process
- -Obtaining the necessary documents for tour registrations
- -Sending agencies open and closed tour notifications
- -Sending tour package programs to travel agencies
- -Contacting guests via WhatsApp, email, or by phone
- -Contacting hotel reservation departments to get suitable prices and inquire about availability
Travel Operations Supervisor
Dr. Cinik Hospital
İstanbul
12.2022 - 08.2023
- -Dr. Cinik’s Hospital has many health properties, such as hair and wellness services
- -I was responsible for managing hotel bookings and transfer requests for guests and visitors.
- Organising a meeting with the operations team to plan the expansion of the existing customer network and ensure the continuity of a solution-oriented and friendly service, we aim to enhance customer satisfaction
- Our team coordinated accommodations primarily with 4- and 5-star hotels (Dedeman, Holiday Inn, Swissôtel), arranging reservations based on nightly rates and guest preferences to ensure a smooth and comfortable experience.
B@Q -KOCTAS Inbound Operations Management
JD Sports Fashion
Londra
01.2022 - 11.2022
- Company Overview: JD Sports, is a global retailer of Fashion and Outdoor brands in England, which includes many brands such as Tessuti, Size, Go Outdoors ex, https://www.jdplc.com/our-brands/jd/default.aspx
- Providing customer support through digital services using the company's system
- Responding to email communications
- Handled live chat, ticketing systems, and social media queries to provide timely and effective customer support.
- Managed the full order delivery process, including operations and logistics, by using the digital platforms
- Responding to customer emails and complaints regarding payments, returns (damaged, incorrect items)
- For brand partners, monitoring order status, delivery timelines, and dispatch deadlines.
- Looking for the international orders delivery and tracking process using the carrier's web pages. Following the delivery processes with the carrier's systems due to lost items
- -Communicate any operational issues to the Store
- The delivery companies Hermes, UPS, DHL, and ensure accurate stock levels
Business Development Executive
BTB TOURS
İstanbul
03.2019 - 09.2020
- -Build and maintain business relations with the travel agencies.
- -Managing direct communication with agencies to understand their needs and offer solutions that support long-term relationships
- -Responsible for developing business with existing travel agencies or gaining new travel agency partners
- -Analysing rival companies' prices, products, markets
- -Following the achievement of daily and weekly sales targets
- -Checking digital web pages and API possibilities connections(B2B Platform for sales and operations)
Dispute Account Manager
Vanilla Tours
İstanbul
12.2015 - 12.2018
- I was in contact with the IT department and requesting the XML software to check the progress of the bookings
- -Fix and determine XML connection problems, contacting with the suppliers with the team members
- - Checking dispute bookings, negotiating for any discrepancies such as deadline XML problems, systemic errors, and operational issues
- - Get in contact with the hotel suppliers to manage B2B -B2C dispute bookings accounts to yield a profit, such as Expedia, GTA, Hotelbeds, Booking.com, Jack Travel, Web Beds...
- - Chasing chargeback issues, which we get from the banks as an issue
- -Analyzing sales and profit reports to verify payment accuracy for every booking
Manager
B2B Operations
İstanbul
08.2012 - 12.2015
- - Handling and processing Travel Agents and customers' order amendment and cancellation requests
- -Organize offline travel plans by using hotel suppliers' systems and searching for the best price
- -Provide constructive feedback and encourage staff development
- -Contacting the account departments due to the disagreements and credit notes
B2B-Operations Supervisor
Leonardo Travel
İstanbul
03.2012 - 08.2012
- -Handling Relocation issues and mismatches by using Google Maps
- - Using CRM and Jira systems to provide successful customer service.
- Assisting to the travel agency's (B2B) special requests.
Marketing Sale Specialist
Marketing Sale Specialist
Istanbul
10.2010 - 03.2012
- When I started at Vanillatours, I was responsible for the sales performance of B2B agencies and business development schedules.
Reservation &Sale Specialist
Matiana Travel
Istanbul
07.2008 - 11.2009
- I was responsible for developing new markets in European and Asian countries.
Marketing And Public Relations Specialist
Ariyel Fuarcılık
Istanbul
01.2007 - 01.2008
- I was managing the fair participants
- Try to find new customers, participants in order to grow the business.
Education
MBA - İŞLETME
ÇukurovaNiversitesi
01.2016 - 01.2017
Master of Science - Agriculture
Università degli Studi di Bari
01.2003 - 01.2005
Bachelor's Degree - Agriculture Management
ÇukurovaNiversitesi
09.1998 - 06.2002
Skills
- Çevrimiçi Pazarlama
- Müşteri Bağlılığı
- Müşteri Hizmet Yönetimi
- Kurumsal Seyahat
- On line Rezervasyon
Certification
Boğaziçi Satış ve Marka Zirvesi
Languages
İngilizce (Full Professional)
İtalyanca (Elementary)
Publications
Master degree ,irrigation management ,budget calculation.
Timeline
Booking Department
Global Distribution Channel
08.2024 - 06.2025
Sales & Marketing Professional
Kappatur
10.2023 - 05.2024
Travel Operations Supervisor
Dr. Cinik Hospital
12.2022 - 08.2023
B@Q -KOCTAS Inbound Operations Management
JD Sports Fashion
01.2022 - 11.2022
Business Development Executive
BTB TOURS
03.2019 - 09.2020
MBA - İŞLETME
ÇukurovaNiversitesi
01.2016 - 01.2017
Dispute Account Manager
Vanilla Tours
12.2015 - 12.2018
Manager
B2B Operations
08.2012 - 12.2015
B2B-Operations Supervisor
Leonardo Travel
03.2012 - 08.2012
Marketing Sale Specialist
Marketing Sale Specialist
10.2010 - 03.2012
Reservation &Sale Specialist
Matiana Travel
07.2008 - 11.2009
Marketing And Public Relations Specialist
Ariyel Fuarcılık
01.2007 - 01.2008
Master of Science - Agriculture
Università degli Studi di Bari
01.2003 - 01.2005
Bachelor's Degree - Agriculture Management
ÇukurovaNiversitesi
09.1998 - 06.2002