Mert Kizilyalli
Executive MBA, Automotive Professional
Istanbul
Summary
Energetic and customer-focused, with solid understanding of customer service principles and conflict resolution techniques. Possesses in-depth knowledge of after sales services and delivering solutions through effective communication and relationship management. Dedicated to enhancing customer satisfaction and driving business growth through attentive service and efficient problem-solving.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Porsche Turkey After Sales Manager
Doğuş Otomotiv
08.2022 - Current
- Managing Porsche Turkey after sales operation including 8 dealers, spare parts & accessories & boutique, warranty, technical support, customer commitment & training
- Enhancing customer satisfaction based on luxury consumption habits
- Managing OEM relations
- Planning half yearly, yearly and long term department budget & cost management
- Coordinating brand strategy through customer needs
- Project management via agile methodology
- Determining after sales marketing needs through brand strategy
- Leveraged data analytics tools to identify inefficiencies within the after sales process, leading to targeted improvements in key areas.
- Established clear performance metrics to monitor staff progress and identify areas for improvement.
After Sales Manager
Doğuş Oto
Bursa
12.2021 - 08.2022
- Managing all post-marketing and budgeting activities, customer service operations and general business plans to ensure customer satisfaction and loyalty
- Leading all after sales operations of VW AG brands; Volkswagen, Volkswagen Commercial, Audi, SEAT, CUPRA and Porsche at Dogus Oto Bursa which has more than 38k vehicle visits per year
- Managing 140+ employees (50% blue collar)
- Preparing and managing after sales annual budget
- Leading teams to drive revenue growth, achieve set objectives and targets, improve workshop efficiency and margins
- Responsible for development and retention of business by providing highest customer service level
- Ensuring of OEM brand service standards in all matters
- Dealing with customers to resolve significant issues and complaints, and obtain customer feedback regarding product and service quality
After Sales Service Field Assistant Manager; SEAT & CUPRA
Dogus Otomotiv
Kocaeli
06.2012 - 12.2021
- Developed and executed successful business plans that resulted in improved market share and profitability within the region.
- Adapting the manufacturer's standards to authorized services and auditing based on the standards
- Determining authorized service's staff needs and hiring them according to brand's standards
- Determining the authorized service's staff training needs and schedule them
- Designing new customer campaigns to raising up the sales volume
- Maximizing customer satisfaction via adapting manufacturer's global policy
- Project management based on the brand's strategy, (Ex Churn Project, Customer Satisfaction Projects)
- Directing department budget and cost management
- Boosted brand growth by devising strategic network and marketing tactics.
Car Dealers Retailer Field Specialist
Allianz
06.2007 - 06.2012
- Directing insurance agency&broker sales
- Directing and collecting payments from agencies
- Preparing and reporting the district's sales target for sales channels
- Finding new sales opportunities by B&B Sales
- Generating new sales channels by finding new agencies
- Member of Automotive OEM based projects Committee
Marketing Specialist
Petrol Ofisi
07.2006 - 06.2007
- Team member of Loyalty Club (Autoexpress, Pocard)
- Forecasting and designing campaigns for generating more customer loyalty
- Directing data-entry team
- Organizing the outdoor marketing activities
- Planning the Loyalty club's sales process
- New product launching process
Finance Assistant Specialist
Gözen Air Services
09.2004 - 12.2005
- Fx-trade (spot and future)
- Cash flow management
- Preparing Daily-Weekly-Monthly Cash-flow Reports
- Planning the routine payments
- Financial Reporting
Education
MBA - Business
Istanbul Technical University
Istanbul 09.2010 - 07.2011
Bachelor of Science - Finance
Uludag University
Bursa 09.2000 - 07.2004
Skills
Strategic Planning
Team Development
Customer retention strategies
Warranty administration
Service process optimization
Problem-solving
Team leadership
Operations management
Business analysis and reporting
Business development
Timeline
Porsche Turkey After Sales Manager
Doğuş Otomotiv
08.2022 - Current
After Sales Manager
Doğuş Oto
12.2021 - 08.2022
After Sales Service Field Assistant Manager; SEAT & CUPRA
Dogus Otomotiv
06.2012 - 12.2021
MBA - Business
Istanbul Technical University
09.2010 - 07.2011
Car Dealers Retailer Field Specialist
Allianz
06.2007 - 06.2012
Marketing Specialist
Petrol Ofisi
07.2006 - 06.2007
Finance Assistant Specialist
Gözen Air Services
09.2004 - 12.2005
Bachelor of Science - Finance
Uludag University
09.2000 - 07.2004
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