Gökhan Ayvaz
Customer Services Speacialist
Çanakkale
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. I want to become a part of a corporate company where I can utilize my excellent interpersonal and communication skills to work effectively as a problem solver, team worker participating in proactive roles in related departments.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Customer Services Specialist
Getir Perakende Lojistik A.Ş
08.2021 - 08.2023
- Interacted with customers through inbound and outbound calls, chats, emails, and social media platforms, providing timely and accurate responses to inquiries and resolving issues.
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
- Referred unresolved customer grievances to designated departments for further investigation
- Resolved issues based on thorough investigations of concerns
- Completed inquiries and followed up with customers to share findings and offer solutions
- Delivered exceptional customer service to bolster strong relationships and build positive experiences
- Listened to customer requests and specifications and made suggestions to appropriately fulfill needs
- Focused on outstanding customer experience on the panel.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in training sessions to enhance customer handling skills.
Store Manager
Vodafone
03.2020 - 08.2021
- Addressed and resolved escalated customer complaints and worked to restore satisfaction
- Directed merchandising strategy to achieve memorable product presentations and increase revenue
- Set clear expectations for team performance, conducted periodic evaluations, and implemented corrective actions
- Supported employee recruiting, onboarding, and training on company policies, procedures, and service standards
- Monitored budget adherence and promoted expense control with meticulous loss prevention strategies and accurate inventory management
- Built a strong reputation, quickly addressed customer concerns, and gave back to the community through charitable initiatives
- Maintained high store standards in merchandising, security, and visual presentation
- Supervised inventory audits, financial reconciliations, and sales reporting
- Managed customer experiences with a close eye on customer and team member interactions, touchpoints, and methods of engagement
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Managed inventory control, cash control, and store opening and closing procedures.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Human Resources Staff
Hilton Sarıgerme Resort
01.2020 - 03.2020
- Organized attendant reference search
- Helped HR processes
- Organized employee files
Store Manager
Vodafone
07.2016 - 01.2020
- Addressed and resolved escalated customer complaints and worked to restore satisfaction
- Directed merchandising strategy to achieve memorable product presentations and increase revenue
- Set clear expectations for team performance, conducted periodic evaluations, and implemented corrective actions
- Supported employee recruiting, onboarding, and training on company policies, procedures, and service standards
- Monitored budget adherence and promoted expense control with meticulous loss prevention strategies and accurate inventory management
- Built a strong reputation, quickly addressed customer concerns, and gave back to the community through charitable initiatives
- Maintained high store standards in merchandising, security, and visual presentation
- Supervised inventory audits, financial reconciliations, and sales reporting
- Managed customer experiences with a close eye on customer and team member interactions, touchpoints, and methods of engagement
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Managed inventory control, cash control, and store opening and closing procedures.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Human Resources Management Trainee
Saray Muhallebicisi Tesvikiye Saray Food Inc
Istanbul
11.2015 - 05.2016
- Collected, verified, and input personnel data into files or tracking software
- Supported senior staff by researching and retrieving information
- Prepared range of human resources documents and reports
- Set up appointments between employees, managers, and HR staff
- Helped HR staff complete daily tasks by handling support clerical work
- Maximized employee satisfaction and reduced turnover with motivational strategies and enhanced training
- Analyzed training needs to design employee development, language training, and health and safety programs.
- Answered phone and performed clerical duties to assist human resources department.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
Human Resources Intern
Elimsan, Electromechanics Industry and Trade
Kocaeli
02.2014 - 06.2014
- Coordinated paperwork for new hires and updated records for existing employees in both physical and digital forms
- Supported work of HR team members by offering skilled clerical support for diverse office needs
- Participated in HR projects and helped to coordinate employee events
- Filed records, reports and logs and maintained Excel spreadsheets
- Validated candidates by administering company-wide and position- specific tests
- Organized employee records consistently, staying compliant with internal and government requirements
- Addressed employee relations issues, harassment allegations and work complaints.
- Worked with HR team to coordinate company events.
- Answered phone and performed clerical duties to assist human resources department.
- Maintained relationships with personnel using strong collaboration and teamwork skills.
Aiesec, English Language Teacher
Lviv
02.2012 - 04.2012
- Prepared presentation about Turkey to promote my country
- Planned and implemented lessons to positively increase vocabulary and sentence structure skills.
- Evaluated student progress to offer recommendations for further development.
- Tutored and assisted students to help with English language comprehension and .mastery
Education
Bachelor's Degree - Human Resources Management
Sakarya University
Sakarya Serdivan 09.2009 - 06.2014
Skills
ManagementAnalytical thinkingTime managementCoordinationComplaint investigationMicrosoft OfficeOutstanding CommunicationSales ManagementSales ActivitiesWritten communicationRecruiting supportEmployee trainingTeam development
Customer Relations
Telephone etiquette
Warehousing practices and procedures
Good communication skills
Complaint resolution
CRM
Accomplishments
Won a sale competition and went to Paris for free in 2018.
Certification
Basic and Advance Excel Training
Timeline
Customer Services Specialist
Getir Perakende Lojistik A.Ş
08.2021 - 08.2023
Store Manager
Vodafone
03.2020 - 08.2021
Human Resources Staff
Hilton Sarıgerme Resort
01.2020 - 03.2020
Store Manager
Vodafone
07.2016 - 01.2020
Basic and Advance Excel Training
04-2016
Human Resources Management Trainee
Saray Muhallebicisi Tesvikiye Saray Food Inc
11.2015 - 05.2016
Human Resources Intern
Elimsan, Electromechanics Industry and Trade
02.2014 - 06.2014
Aiesec, English Language Teacher
Lviv
02.2012 - 04.2012
Bachelor's Degree - Human Resources Management
Sakarya University
09.2009 - 06.2014