Ihsan Kosay
Customer Fulfilment Manager
Istanbul
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
12
12
years of post-secondary education
2
2
Languages
Work History
Customer Fulfilment Manager
Vodafone
İstanbul
01.2021 - Current
- Manage the Technical Second Level and Fixed Field Service Team in installation and support to all type's of access network
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Fixed Customer Journey & Process Manager
Vodafone
İstanbul
01.2021 - 01.2022
- Evaluated impact of process change on overall operation and improve customer experience.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Developed customer touchpoints and improved customer NPS
Fixed Network Quality Expert
Vodafone
İstanbul
01.2016 - 01.2021
- Developed strong communication and organizational skills through working on group projects
- Defined KPI's and created scorecards to improve customers experiences
- Ownership of technical processes
Installation Operations Senior Specialist
Turkcell
İstanbul
01.2015 - 01.2016
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Supported department leadership in implementing new policies, procedures and controls.
- Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.
Regional Operation & Deployment Coordinator
Turkcell
İstanbul
01.2011 - 01.2015
- Manage operational process of fiber deployment
- Design fiber roll out projects
- Improve fiber deployment process
Independent Senior Consultant
TAC A.S.
İstanbul
01.2006 - 01.2011
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Integrated technology and business operations to identify targeted solutions to customer issues.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Diagnosed, troubleshot and resolved network and system problems.
Education
High School Diploma -
01.1993 - 01.2000
BBA - Business Administraiton And Economy
01.2001 - 01.2006
Skills
Strategic planning
undefinedTimeline
Customer Fulfilment Manager - Vodafone
01.2021 - Current
Fixed Customer Journey & Process Manager - Vodafone
01.2021 - 01.2022
Fixed Network Quality Expert - Vodafone
01.2016 - 01.2021
Installation Operations Senior Specialist - Turkcell
01.2015 - 01.2016
Regional Operation & Deployment Coordinator - Turkcell
01.2011 - 01.2015
Independent Senior Consultant - TAC A.S.
01.2006 - 01.2011
Anatolian University - BBA, Business Administraiton And Economy
01.2001 - 01.2006
Mersin Yusuf Kalkavan Anatolian High School - High School Diploma,
01.1993 - 01.2000