Erbil Topgül
Istanbul
Summary
Throughout his career he has taken various managerial roles in multinational companies with nearly 18 years of experience. Skilled in strategic leadership to deliver a variety of customer services by optimizing costs and delivering high operational performance. He is also skilled in after sales services management, field services operations, digital and voice communication channels, customer experience journey, and after sales marketing management with a demonstrated history of working in the consumer services industry. He has accomplished numerous projects during his career in terms of customer experience, productivity and cost optimization.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Director Of Customer Service
Samsung Türkiye
1 2021 - Current
- Leading all aspects of Customer Experience and After Sales Operations in Samsung Turkey
- Strategic Leadership to deliver differentiated customer services whilst controlling costs and delivering high operational performance
- Build New Level of coordination between the sales/marketing /finance and post-sales support infrastructure to create value for customers across the organization
- Service operations;(repair and installation) All Products, B2B & B2C, Mobile & Tablets, TV, Home Appliances
- Customer Care; Call center, complaint, digital services, return goods management
- Logistics; Spare parts Inventory, planning, and delivery operation management
- Marketing ; Customer service marketing activities
- Manage and responsible of Customer services P&L and business plan.
Head Of Customer Experience
Samsung Türkiye
03.2016 - 12.2020
- Map the after sales services customer journey and identify opportunities to proactively intervene on the consumer's behalf
- Responsible for Mobile devices field service operation, Customer Care Team, After Sales Marketing Team, Online Sales & Customer Services Team (Tele Sales and Digital sales team), Return goods management team (exchange and refund operation), Self-services management (samsung.com/tr/support, live chat, how to guides, product simulations and etc.).
Customer Services and Digital Services Manager
Samsung Türkiye
11.2012 - 03.2016
- Responsible for the operational management of the team and all relevant management activities for the customer services team
- Return goods management
- Management and organization of Call Center
- Complaint and Claim management
- Online support self-services (samsung.com/tr/support, live chat, how to guides, product simulations and etc.)
- After Sales Services Tracking Operation
- Customer courts and legal issues
- Duyaneller.com (video call center project for hear impaired people).
Customer Services Manager
BSH Home Appliances
04.2010 - 11.2012
- Responsible for the daily running and management of the center through the effective use of resources
- Handling the most complex customer and consumer complaints or enquiries and find the better solutions or create projects in order to meet the highest customers/consumer satisfaction
- Estimate and plan daily/weekly/monthly incoming calls and manage shift planning
- Setting and meeting performance targets for speed, efficiency, sales and quality
- Coordinating staff recruitment
- Reviewing the performance of staff, identifying training needs
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
- Create and support all necessary projects, keep the highest level to customer, consumer and employee satisfaction with optimum combination of productivity and cost
- Responsible to achieve outbound sales targets.
Customer Services Team Leader
DHL Express Turkey
08.2008 - 04.2010
Customer Service Key Account Executive
DHL Express Turkey
04.2008 - 08.2008
After Sales Services Executive
DHL Express Turkey
12.2006 - 04.2008
Field Sales Executive
Bayer
02.2005 - 11.2005
Education
Master of Business Administration - MBA - Master of Business AdministrationMarketing
Yeditepe University
01.2010 - 04.2013
Doctor of Philosophy - PhD - Business Administration and Management, General
Maltepe University
01.2020 - undefined
ELS - undefined
Melbourne University
01.2006 - 04.2007
Skills
Websites
Certification
Judge at the Turkey Customer Experience Awards
Timeline
Doctor of Philosophy - PhD - Business Administration and Management, General
Maltepe University
01.2020 - undefined
Head Of Customer Experience
Samsung Türkiye
03.2016 - 12.2020
Customer Services and Digital Services Manager
Samsung Türkiye
11.2012 - 03.2016
Customer Services Manager
BSH Home Appliances
04.2010 - 11.2012
Master of Business Administration - MBA - Master of Business AdministrationMarketing
Yeditepe University
01.2010 - 04.2013
Customer Services Team Leader
DHL Express Turkey
08.2008 - 04.2010
Customer Service Key Account Executive
DHL Express Turkey
04.2008 - 08.2008
After Sales Services Executive
DHL Express Turkey
12.2006 - 04.2008
ELS - undefined
Melbourne University
01.2006 - 04.2007
Field Sales Executive
Bayer
02.2005 - 11.2005
Director Of Customer Service
Samsung Türkiye
1 2021 - Current