Erdem Gök

In customer relations operations, my responsibilities include Call Center Management, Complaint Management, analyzing and reporting complaints, processing and implementing the obtained data, interpreting and explaining technical information, as well as preparing appropriate explanations and texts for customers.

In addition to managing the Call Center operations and teams of three brands, I was responsible for recruitment, training, and process development. I also ensured the analysis of data obtained from the Call Center, maintaining high levels of call and service quality.

Turkcell - Global Bölge A.Ş Call Center Individual Customer Relations: Managing the complaints and requests of Turkcell's individual subscribers.

Crisis Management: Evaluating and resolving requests in exceptional situations where the call center cannot meet the demands of Turkcell customers, including following up and resolving complaints submitted to consumer rights, the prosecutor's office, or media outlets.

Loyalty and Risk Management: Resolving the requests of customers who wish to cancel their lines due to complaints or dissatisfaction, ensuring genuine retention.

Platinum Customer Relations Management: Providing the most suitable solutions for the complaints and requests of Turkcell's special customer segment.