Journaling
CEYLAN BAĞBAKAN
Customer Support Specialist
İstanbul
Summary
Experienced with handling high volumes of customer interactions both online and F2F and ensuring positive outcomes. Utilizes advanced communication techniques to address and resolve issues efficiently. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
23
23
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
4
4
Languages
Work History
Online Customer Service Expert and Content Editor
Badecanlar, Şefkatli Şeyler
11.2021 - 08.2024
- Deliver exceptional customer service, addressing inquiries and resolving issues effectively.
- Craft engaging social media content that resonates with the target audience.
- Translate and edit content for various platforms.
- Provide editorial support and guidance to content creators.
- Assist in the development and implementation of communication strategies.
Market Researcher
Design Research
10.2021 - 02.2022
- Transcribe and analyze qualitative research data, including audio and video recordings.
- Code open-ended questions in both Turkish and English.
HR & Social Media & Corp. Communications Executive
Asuman Çikolata
10.2018 - 02.2020
- Human Resources: Managed recruitment, performance management, and employee relations for a team of 50+. Built the HR infrastructure to support company growth.
- Brand and Communications: Created social media content, translated into English, and managed customer relationships. Developed all corporate communication materials.
- Operational Management: Managed store operations, internal audits, and reporting.
Store Manager
Asuman Çikolata
02.2018 - 10.2018
- Led and motivated a team of over 50 employees to achieve sales targets while ensuring exceptional in-person customer service.
- Managed daily operations, including inventory control, scheduling, and building strong customer relationships through direct interaction.
Sales Consultant & Barista
Müz Botanik
01.2017 - 02.2018
- Cafe Operations: Managed daily cafe operations, including beverage preparation, customer service, inventory control, and cash handling.
- Customer Experience: Provided exceptional customer service to both cafe and botanical department customers, ensuring satisfaction and loyalty.
- Administrative Support: Handled administrative tasks such as purchasing, inventory management, and reporting.
Store Manager & Barista
Mambocino Coffee
06.2013 - 01.2017
- Overall Operations: Managed daily operations, including opening and closing procedures, inventory management, and staff scheduling.
- Customer Service: Provided exceptional customer service, ensuring customer satisfaction and handling customer complaints.
- Team Management: Led and motivated the team, conducted performance evaluations, and addressed employee concerns.
- Financial Management: Handled cash transactions, prepared daily reports, and managed the purchasing process.
- Coffee Expertise: Demonstrated expertise in third-wave coffee, educating customers and ensuring high-quality beverage preparation.
Market Research Consultant
Ipsos ASI
05.2010 - 05.2013
- Advertising Effectiveness: Conducted pre- and post-campaign analyses to measure the effectiveness of advertising efforts and identify areas for improvement.
- Market Research: Led qualitative and quantitative research projects, from design to data analysis, to inform marketing strategies.
- Client Relationship Management: Built strong relationships with clients, ensuring project deliverables were met and exceeded.
- Data Analysis: Conducted in-depth analysis of research data to generate actionable insights.
Coding Executive & Translator
Ipsos ASI
03.2008 - 05.2010
- Performed qualitative data analysis on P&G advertising research, including English language translation, coding, and interpretation. Collaborated with the project manager to deliver insightful findings.
Content Writer & Editor
Be2Do
06.2006 - 04.2007
Copywriting Intern
LOWE Reklam
06.2005 - 07.2005
Copywriting Intern
Movida Plus Map
04.2005 - 06.2005
Copywriting Intern
İvme Marketing Group
01.2005 - 04.2005
Pollster
Kadın Emeğini Değerlendirme Vakfı & İstanbul Üniversitesi
03.2004 - 04.2004
- Company Overview: Fener-Balat Semtleri Rehabilitasyon Programı (http://fenerbalat.org)
- To assist in a community-based research project designed to identify the needs of women and children in Fener-Balat and inform the development of a community center.
- Fener-Balat Semtleri Rehabilitasyon Programı (http://fenerbalat.org)
Pollster
İstanbul Üniversitesi
01.2002 - 01.2003
- To conduct interviews with high school students from Kadıköy Fenerbahçe, Beşiktaş Etiler, Bağcılar Barbaros, Küçükçekmece Ticaret, and Gaziosmanpaşa Habibler high schools as part of a research project commissioned by the Istanbul Governor's Office.
Education
LİSANS - UYGULAMALI ANABİLİM DALI
ISTANBUL UNIVERSITY
Istanbul, Turkey 01.1999 - 01.2004
Skills
Online ticket and live chat support
Creative problem solving
Data entry proficiency
Customer service
Complaint handling
Problem-solving
Complaint resolution
Customer relations
Decision-making
Product knowledge
Adaptability and flexibility
Verbal and written communication
Certification
Sinerji Eğitim ve Danışmanlık, Collaborative Relationship Management, 2011
Personal Information
Date of Birth: 10/04/81
Interests
Crime and mystery
Long walks
Cold beer & hot tea times
Psychology & philosophy
Timeline
Online Customer Service Expert and Content Editor
Badecanlar, Şefkatli Şeyler
11.2021 - 08.2024
Market Researcher
Design Research
10.2021 - 02.2022
HR & Social Media & Corp. Communications Executive
Asuman Çikolata
10.2018 - 02.2020
Store Manager
Asuman Çikolata
02.2018 - 10.2018
Sales Consultant & Barista
Müz Botanik
01.2017 - 02.2018
Store Manager & Barista
Mambocino Coffee
06.2013 - 01.2017
Market Research Consultant
Ipsos ASI
05.2010 - 05.2013
Coding Executive & Translator
Ipsos ASI
03.2008 - 05.2010
Content Writer & Editor
Be2Do
06.2006 - 04.2007
Copywriting Intern
LOWE Reklam
06.2005 - 07.2005
Copywriting Intern
Movida Plus Map
04.2005 - 06.2005
Copywriting Intern
İvme Marketing Group
01.2005 - 04.2005
Pollster
Kadın Emeğini Değerlendirme Vakfı & İstanbul Üniversitesi
03.2004 - 04.2004
Pollster
İstanbul Üniversitesi
01.2002 - 01.2003
LİSANS - UYGULAMALI ANABİLİM DALI
ISTANBUL UNIVERSITY
01.1999 - 01.2004
Sinerji Eğitim ve Danışmanlık, Collaborative Relationship Management, 2011
Ipsos Eğitim Merkezi, Giving and Receiving Feedback, 03/12
Ipsos Eğitim Merkezi, Qualitative Research, 10/08
Reklamcılık Vakfı, Copywriting, 2004
Prowes Escrima and Wing Chun Systems, Baguhan Basic Student Certificate, 2019
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