Hazal Demir
İstanbul
Summary
Customer service professional with talent for building high performing and diversified teams in fast paced environments. Proficient in analyzing complex problems and motivated to streamline organizations to boost the competitive business edge. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and maximize performance.
Overview
3
3
years of professional experience
Work History
Customer Success Manager
Missafir Homes
, Turkey
05.2022 - Current
- Managed 24/7 live chat operation, call center and online channel correspondence with the team of 15 people.
- Reached yearly target during the second quarter with 90% customer satisfaction rate of average 88% occupancy in 2000+ property.
- Contributed to monthly GBV around 17% direct and 35% online sale rate with 4% returning customer ratio.
- Envisioned cross sell mentality for higher ADR to bring incremental revenue and turned into a KPI during the second month of the implementation.
- Analyzed the market segmentation of online platforms like Booking.com, Airbnb, Expedia, Vrbo, Agoda and developed targeted strategies to increase customer satisfaction.
Asst. Customer Success Manager
Missafir Homes
Istanbul, Turkey
06.2021 - 05.2022
- Created a personalized customer survey with the Tech Team to generate brand recognition.
- Responsible for recruitment, coaching and performance monitoring
- Conducted quarterly performance metrics to improve KPI’s benchmarks.
- Cross trained in Account Management, Pricing and Business Development departments to elevate the customer experience
- Built the call center organization from scratch and successfully transitioned the team to 24/7 daily operation.
- Worked with operation departments to optimize work flow and resigned the customer journey accordingly to reduce operational costs.
Customer Success Lead
Missafir Homes
Istanbul, Turkey
11.2020 - 06.2021
- Was the first point of contact of the customer's inquiries, requests, and complaints among 700+ properties.
- Identified issues, analyzed inquiries and designed a customer roadmap to set the right KPI's to reach the organizational objective.
Guest Experience Supervisor
Fairmont Quasar
Istanbul
11.2019 - 10.2020
- Led the Trust You (Guest feedback and Hotel Reputation Software) to reach a targeted RPS (Review Performance Score) among national scope
- Responded all the guest reviews coming from online channels; mainly on Trip Advisor, Booking.com, Expedia and Google.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
Education
Hotel Management and Business Administration
Ozyegin University
Skills
CRM Software (Salesforce, Hubspot, Zoho)
Timeline
Customer Success Manager
Missafir Homes
05.2022 - Current
Asst. Customer Success Manager
Missafir Homes
06.2021 - 05.2022
Customer Success Lead
Missafir Homes
11.2020 - 06.2021
Guest Experience Supervisor
Fairmont Quasar
11.2019 - 10.2020
Hotel Management and Business Administration
Ozyegin University