KADERNUR KARAGOZ
Senior Customer Experience Relationship
Ümraniye, Türkiye
Summary
Senior Customer Experience Relationship professional at FedEx, recognized for enhancing customer satisfaction from 35% to 84%. Leveraging Lean Six Sigma for process improvement, I excel in project leadership and effective communication, driving significant savings and efficiency. Adaptable and detail-oriented, I thrive in collaborative environments while delivering impactful solutions.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Skilled in enhancing systems and aligning technical solutions with business objectives.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
6
6
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Senior Customer Experience Relationship
FedEx
06.2018 - 06.2024
- Process Improvement: Reduced error rate from 60% to 42% through Lean Six Sigma, accelerating project delivery by 20% with Agile methodologies, improving efficiency and performance.
- Customer Satisfaction: Improved customer satisfaction from 35% to 84%, reducing delivery times from 6 days to 2-3 days. Developed a CRM app to minimize disruptions, achieving a 2-hour problem response time.
- Project Leadership: Transformed 45% of 2,579 inbound customer requests into structured, actionable projects using CRM tools, driving a 20% reduction in project risks. Led cross-functional teams to ensure timely and efficient project delivery while proactively managing scope, budget, and schedule constraints.
- SC Optimization: Managed 10 optimization projects, saving €2M, boosting on-time delivery by 25%, and reducing errors by 35% through effective risk management.
Education
Master of Science - Management And Organization
Marmara University
Istanbul, Turkey 04.2001 -
Bachelor of Science - International Logistics
Isık University
Istanbul, Turkey 04.2001 -
Associate of Science - Transportation And Logistics
Istanbul Trade University
Istanbul, Turkey 04.2001 -
Skills
- Self-motivated, with a strong sense of personal responsibility
- Excellent communication skills, both verbal and written
- Proven ability to learn quickly and adapt to new situations
- Skilled at working independently and collaboratively in a team environment
- Learned and adapted quickly to new technology and software applications
- Worked well in a team setting, providing support and guidance
- Managed time efficiently in order to complete all tasks within deadlines
- Organized and detail-oriented with a strong work ethic
- Resolved problems, improved operations and provided exceptional service
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
Certification
Quality Driven Management (QDM)
Timeline
Quality Driven Management (QDM)
04-2023
Bravo Zulu (Award)
06-2021
Effective Communication Strategies and Body Language
04-2019
Motivation and Efficient Working Methods
01-2019
Senior Customer Experience Relationship
FedEx
06.2018 - 06.2024
Master of Science - Management And Organization
Marmara University
04.2001 -
Bachelor of Science - International Logistics
Isık University
04.2001 -
Associate of Science - Transportation And Logistics
Istanbul Trade University
04.2001 -