Habibe Vardar
Call Center Team Leader
Bursa,16
Summary
Results-driven customer service leader with a strong track record of success in managing diverse teams, optimizing operations, and consistently delivering exceptional customer experiences. Effective team leadership, key performance indicator management, and process streamlining for maximum efficiency. Adaptation and thriving in service, hospitality, and manufacturing industries. Fluent in Turkish, English, and French, enabling effective communication with a wide range of customers and colleagues.
Overview
20
20
years of professional experience
11
11
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Call Center Supervisor
Teleperformance Global
12.2022 - 05.2024
- Led 10+ multilingual agents, providing coaching and feedback to improve KPIs
- Monitored workflows and ensured operational efficiency through daily reporting
- Conducted calibration meetings with clients to align on performance standards
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
Team Leader
Conectys Turkey
12.2021 - 12.2022
- Supervised BD team activities and assigned tasks to maintain workflow during absences
- Developed and implemented training programs to enhance team performance
- Acted as a liaison between departments, resolving operational issues promptly
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Assistant to General Manager
SM Krom Yat ve Gemi Ekipmanları
07.2015 - 04.2018
- Managed sales operations and provided translation services for international clients
- Oversaw production planning and ensured alignment with customer requirements
- Assisted in strategic decision-making, contributing to the company’s growth
- Worked closely with management to provide effective assistance for specific aspects of business operations.
Reception Chief
Club Med Palmiye
03.2015 - 07.2015
- Oversaw front office operations, ensuring a smooth guest experience during peak seasons
- Managed a high-volume check-in process for up to 500 guests daily, streamlining workflows
- Collaborated with cross-functional teams to address guest concerns efficiently
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Patient Coordinator
Antalya Life Hospital
11.2013 - 03.2015
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients, providers, and insurance companies for a seamless healthcare experience.
- Maintained up-to-date knowledge on insurance policies, medical terminology, and clinic protocols in order to provide accurate information and assistance to patients.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
Assistant Front Office Manager
Club Marmara Kimeros
03.2013 - 11.2013
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
Front Office Manager
Club Marmara
03.2004 - 10.2006
- Supervised front office staff and ensured seamless check-in and check-out operations
- Resolved escalated customer issues, ensuring high satisfaction rates
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
Education
Associate Degree - Foreign Trade
Anadolu University
01.2014 - Current
Trade Vocational High School - Banking
M. Kemalpaşa Ticaret Meslek Lisesi
Skills
Leadership & Team Development
Certification
Computer Operator Certification, Çağbul Bilgisayar Kursu, 1997
Accomplishments
- Collaborated with team of 10+ in the development of Nike project
- Supervised team of 30 staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Call Center Supervisor
Teleperformance Global
12.2022 - 05.2024
Team Leader
Conectys Turkey
12.2021 - 12.2022
Assistant to General Manager
SM Krom Yat ve Gemi Ekipmanları
07.2015 - 04.2018
Reception Chief
Club Med Palmiye
03.2015 - 07.2015
Associate Degree - Foreign Trade
Anadolu University
01.2014 - Current
Patient Coordinator
Antalya Life Hospital
11.2013 - 03.2015
Assistant Front Office Manager
Club Marmara Kimeros
03.2013 - 11.2013
Front Office Manager
Club Marmara
03.2004 - 10.2006
Trade Vocational High School - Banking
M. Kemalpaşa Ticaret Meslek Lisesi
Computer Operator Certification, Çağbul Bilgisayar Kursu, 1997
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