Hande Elif Ucal
Customer Expert
Manisa
Summary
Dedicated and proactive Customer Service Professional with extensive experience in managing customer interactions, problem-solving, and ensuring client satisfaction. Passionate about guiding teams, optimizing workflows, and enhancing customer experiences. A naturally curious individual who continuously seeks improvements, contributing to both personal and team growth. Strong communication skills and fluency in English allow for seamless interactions with diverse clientele.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Teleperformance
11.2022 - Current
- Delivered high-quality customer service in a fast-paced environment, maintaining customer satisfaction and issue resolution at top performance levels
- Actively supported team members during their initial phase, assisting with first calls, addressing queries, and contributing to a smooth workflow, which played a role in overall team efficiency and cohesion
- Proactively identified customer pain points and provided solutions that improved first-call resolution rates
- Effectively handled inbound chats and calls, ensuring a professional and positive brand image
- Successfully graduated from the company’s 'JUMP' program, which enhanced leadership skills and provided in-depth knowledge of call center operations, preparing me for higher responsibilities within the company
Author
Techenutia Explore
09.2021 - 11.2021
- Followed the latest advancements in technology and digital trends, writing engaging content for a dedicated page on the company website
- Conducted in-depth research to ensure accuracy and relevance, strengthening analytical and adaptability skills that proved invaluable in customer interactions
- Worked in a multicultural and diverse team environment, developing strong communication and cross-cultural collaboration skills
- Leveraged curiosity and attention to detail to create well-informed articles, an ability that later translated into a keen understanding of customer pain points and needs in service roles
Skills
✔ Strong potential in Team Coordination & Performance Oversight – Proven ability to guide and support team members to achieve goals and maintain high performance standards✔ Supporting Team Development & Onboarding – Enthusiastic about helping new team members integrate smoothly and providing guidance to foster growth✔ Effective Communication & Conflict Resolution – Skilled in clear, professional communication and resolving conflicts to ensure team harmony and productivity✔ Problem-Solving & Critical Thinking – Ability to analyze situations and come up with effective solutions to challenges faced by customers or teams✔ Process Optimization & Workflow Improvement – Eager to identify opportunities for improvement in processes and workflows to enhance efficiency✔ English Proficiency (Advanced) German (Limited Working) – Comfortable interacting with a diverse range of customers and teams
Availability
Available for leadership roles in customer service and call center operations.
Education And Professional Growth
- English Language and Literature, Studied English Language and Literature, which strengthened my communication and problem-solving abilities, enabling more effective customer interactions.
- Web Design and Development, Pursued Web Design and Development, gaining a structured approach to technical problem-solving and user-oriented service.
Timeline
Customer Service Representative
Teleperformance
11.2022 - Current
Author
Techenutia Explore
09.2021 - 11.2021