Basketball, Football and Travelling
KEREM ERTÜRK
TOURISM & HOTEL MANAGEMENT
TURKEY
Summary
I want to continue my career in a place where I can share my experience, support others, keep learning, contribute meaningfully, and grow while bringing value to the team and workplace.
Overview
12
12
years of professional experience
1
1
Certification
2
2
Languages
Work History
Marketing Manager
TAZETEC
10.2023 - 10.2024
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Boosted sales performance through the creation of engaging promotional materials and targeted advertising strategies.
- Managed budgets, allocating funds strategically towards high-impact initiatives that supported overall business goals.
- Increased brand awareness by developing and implementing strategic marketing campaigns.
- Mentored junior team members, providing guidance and support to foster professional growth and skill development within the marketing department.
- Analyzed market trends to identify new opportunities, adjusting marketing plans accordingly for maximum effectiveness.
Customer Support Agent
Chilli Partners
04.2023 - 10.2023
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.
- Managed high-stress situations calmly and professionally while maintaining excellent rapport with clients during difficult conversations or escalations.
- Assisted customers through multiple channels including email and live chat for increased accessibility and convenience.
- Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation.
Senior Customer Service Representative
Booking.com
10.2021 - 04.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers through multiple channels including phone, email and live chat for increased accessibility and convenience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Concierge/Bellboy
Swissotel The Bosphorus
06.2016 - 05.2021
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Trained new staff, ensuring consistent high level of service across team.
- Enhanced guest loyalty by recognizing and celebrating repeat guests' visits.
- Collaborated with front desk staff to ensure seamless communication regarding guest needs and preferences.
- Maintained a welcoming atmosphere in the hotel lobby, offering assistance and information to guests.
- Facilitated smooth transportation arrangements for guests, including hailing taxis and arranging shuttle services.
- Upheld a professional demeanor even in high-stress situations, ensuring that guests always felt valued and well-cared for during their stay.
- Enhanced guest experience by promptly greeting and assisting with luggage upon arrival and departure.
- Increased efficiency in bell service operations by adhering strictly to established policies and procedures relating to luggage handling/storage protocols.
- Promoted hotel amenities and services effectively when interacting with guests during their stay.
- Delivered messages, packages, and mail to guest rooms in a timely manner, ensuring prompt communication for guests.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums, and concerts.
- Notified front desk manager of any guest issues in need of additional attention.
Sampler
Coca-Cola
03.2015 - 08.2015
- Increased efficiency in sample processing through meticulous organization and effective time management.
- Enhanced team collaboration by providing clear communication regarding project updates, findings, and potential issues.
- Exceeded project deadlines by efficiently managing time and resources, ensuring that all necessary samples were collected and processed in a timely manner.
Sales Representative
Sheraton Hotel Maslak
04.2014 - 08.2014
- Increased sales revenue by identifying and targeting high-potential accounts.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Exceeded sales targets through effective planning and goal setting.
- Built relationships with customers and community to promote long term business growth.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Negotiated prices, terms of sales and service agreements.
Receptionist
ChillOut Cengo Hostel
01.2013 - 08.2013
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
- Developed strong working relationships with team members, fostering a positive work environment.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Coordinated transportation arrangements for guests, leading to seamless travel experiences.
- Improved customer satisfaction with prompt and accurate information about local attractions.
Education
Bachelor's Degree - Tourism And Hotel Management
Yeditepe University
Istanbul, Turkey07-2020
Skills
Problem-solving
Escalation management
Reliability and punctuality
Social media marketing
Teamwork and collaboration
KPI tracking
Budgeting and allocation
Customer service excellence
Remote support
Multitasking Abilities
Active listening
Systems Work With
Slack – LiveChat – Helpdesk – Jira – Microsoft Office - FreshChat – Freshdesk - Opera (PMS) etc..
Certification
Booking.com Universal Agent Certificate
Interests
Timeline
Marketing Manager
TAZETEC
10.2023 - 10.2024
Customer Support Agent
Chilli Partners
04.2023 - 10.2023
Senior Customer Service Representative
Booking.com
10.2021 - 04.2023
Booking.com Universal Agent Certificate
10-2021
Concierge/Bellboy
Swissotel The Bosphorus
06.2016 - 05.2021
Sampler
Coca-Cola
03.2015 - 08.2015
Sales Representative
Sheraton Hotel Maslak
04.2014 - 08.2014
Receptionist
ChillOut Cengo Hostel
01.2013 - 08.2013
Bachelor's Degree - Tourism And Hotel Management
Yeditepe University