IPEK CETIN

Responsibilities;

• Led customer support team in delivering high-quality service using CRM tools to manage and resolve customer queries efficiently.
• Developed and refined support processes to improve response time and enhance customer satisfaction.
• Oversaw daily operations of the support team, ensuring adherence to company policies and service level agreements.
• Trained new team members on company procedures and software systems, fostering a productive work environment.
• Analyzed customer feedback to identify trends and implement corrective measures, enhancing overall service quality.
• Implemented knowledge base resources for common issues, reducing ticket volume and speeding up resolution times.

While working in the support role at Kolay İK, I also assisted in Customer Success by managing customer needs and optimizing processes. My responsibilities included identifying client requirements, ensuring smooth onboarding, and supporting the implementation of tailored solutions. I worked closely with clients to ensure their needs were met, fostering long-term satisfaction and collaboration.

Responsibilities;

• Managed onboarding processes for new clients, ensuring seamless integration of services and tools tailored to customer needs.
• Delivered proactive support to clients by conducting regular check-ins and addressing inquiries, fostering strong relationships and enhancing customer satisfaction.
• Collaborated with cross-functional teams to identify opportunities for product improvement based on client feedback, leading to enhanced service offerings.
• Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.

My position included resolving customer queries, recommending solutions, and guiding product users through features and functionalities.

Responsibilities;

• Respond to customer queries in a timely and accurate way, via phone, email, and chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales, and Marketing teams
• Assist in training junior Customer Support Representatives

My position included managing incoming calls and customer service inquiries, and identifying and assessing customer needs to achieve satisfaction.

Responsibilities;

• Manage large amounts of incoming phone calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines, and policies

• Acquired essential knowledge to become a hospital manager
• Fields; marketing, sales, operations, and finance.
• Responsibilities;
• Hospital function policies
• Staff duties
• Strategic Planning
• Evaluating employee and department performance