Jira
FURKAN YASİN KARAKAYA
Head Of Customer Success
Konak, Izmir
Success usually comes to those who are too busy to be looking for it.
Henry David Thoreau
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Head of Customer Success
Eva Guru E-Commerce
Izmir
04.2022 - Current
- Lead, guide and develop global Customer Success Team,
- Ensure Customer Success Team meet defined KPIs
- Create successful and efficient Customer Success functions and make sure all levels of teammates are directed on this purpose
- Be responsible for truly understanding customer's needs, identifying their growth opportunities, and helping them scale by creating upsell opportunities and connecting them to sales team,
- Improve customer engagement, satisfaction and prevent any churn to increase lifetime value of existing customer base
- Design and implement strategic business plan that expands company's customer base and ensures its strong presence
- Identify market shifts, new trends and new opportunities while being fully aware of new products and competition status
- Be apart of upper management and team working with global and local team on setting strategy for company going forward
- Proved successful working within tight deadlines and fast-paced environment.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Report directly to CEO
Customer Success Manager
Eva Guru E-Commerce
İzmir
04.2022 - 10.2022
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Tracking customer experiences across online and offline channels, tools, and platforms.
- Documenting processes and logging technical issues, as well as customer feedbacks and thoughts.
- Creating processes and best practices to optimize customer operations.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
- Performing product tests, evaluating after-sales and support services, and facilitating improvements.
- Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities.
- Responding to customer queries in timely and effective manner, via email, social media, or chat applications.
- Keeping informed of industry trends and new CRM technologies.
- Created customer support strategies to increase customer retention.
Senior Real Time Specialist
Webhelp Turkey
İzmir
07.2018 - 09.2021
- Coordinate RTM Specialist work – responsible for real-time distribution of tasks in optimal way and ensure that they are carried out
- Proactively contribute to make schedule that helps to influence employee satisfaction index, attrition and absenteeism
- Coordinate staffing by labor law and collective agreements-controlled parameters
- Provide production with trend measurement and analysis covering all related to adherence/attainment/productivity
- Actively contribute to senior management awareness of business and bring suggestions on progress change
- Manage schedule issues on schedule for employees regarding, among other things sick leave, holidays and changes
- Scheduling Specialist for 8 months
- Real Time Specialist for 6 months
- Level 2 Technical Chat Support Advisor for 1 year in Apple project
- Level 1 Technical Support Advisor for 6 months in Apple project
Writer
makaleyazkazan.com
İzmir
07.2017 - 07.2018
- Wrote and edited high-quality content under deadline pressure with exciting, captivating, and authentic approach.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
Payroll Intern
Ilk Construction, Inc, SOCAR STAR Oil Refinery
Izmir
01.2018 - 03.2018
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Collaborated with human resources, accounting and other departments to confirm payroll accuracy.
- Managed payroll data entry and processing for more than 3000 employees to comply with predetermined company guidelines
Laundry Attendant
Marin Çamaşırhane & Laundry
Çeşme, Izmir
05.2016 - 09.2016
- Responsible for laundry, folding and packaging of hotel and restaurant textile
- Operated laundry equipment and loaded machines, paying careful attention to capacity restrictions.
- Responsible for workflow, planning and logistics of laundry
Education
Bachelor of Arts - Political Science And International Relations
05.2013 - 05.2018
- Member of Theater Club
- Received 100% scholarship for tuition fees
- Elected Captain of the University's DotA 2 E-Sports Team
Favorite fields of study: History of Political Thought, Conflict Resolution, Energy Politics, Gender Politics, Data Literacy for Business and Social Sciences
High School Diploma -
05.2009 - 05.2013
Skills
Great communication skillsundefined
Software
Salesforce
Zendesk/Intercom
MS Office
Hobbies
In my free time, I enjoy immersing myself in various pursuits that enrich my mind and skill set. I love reading political, scientific, and art-related articles to stay informed and broaden my horizons. Recently, I've been taking courses to learn Python, which has been both challenging and rewarding. I also enjoy spending time outdoors and camping to recharge my batteries. I'm an avid chess player and currently play on Lichess and Chess.com to hone my skills. Additionally, I enjoy playing competitive online games, such as Dota 2, CS:GO, AOE 2, and FIFA 2023. In my spare time, I'm learning how to play music on a DJ controller and taking online courses to deepen my knowledge of art history and data analytics. My hobbies keep me engaged and motivated, and I'm always looking for new opportunities to learn and grow.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager - Eva Guru E-Commerce
04.2022 - 10.2022
Head of Customer Success - Eva Guru E-Commerce
04.2022 - Current
Senior Real Time Specialist - Webhelp Turkey
07.2018 - 09.2021
Payroll Intern - Ilk Construction, Inc, SOCAR STAR Oil Refinery
01.2018 - 03.2018
Writer - makaleyazkazan.com
07.2017 - 07.2018
Laundry Attendant - Marin Çamaşırhane & Laundry
05.2016 - 09.2016
Izmir University of Economics - Bachelor of Arts, Political Science And International Relations
05.2013 - 05.2018
Izmir Nevvar Salih Isgoren High School - High School Diploma,
05.2009 - 05.2013