Mert Uluçay
Product Owner, Scrum Master
Istanbul,34
Summary
I commenced my working path as a Call Center Support Agent for Hewlett Packard Consumer Products. That experience enhanced me as a diligent worker with strong communication and task prioritization skills. I got skilled in working under pressure and adapting to new situations and challenges. After 10 months of employment, I' ve promoted as Team Leader and experienced in meeting needs, improving processes and exceeding requirements in team environments by being a Team Leader. I've changed my path after military service. This challenge also needed excellent communication skills to calm down the customer on phone. On the other hand position needed excellent relationship-building, organizational and project management skills. I' ve experienced this position at two different company. With the experiences I possessed and superior product knowledge my career has advanced as a Quality Expert. I started to train and educate the employees for maintaining the optimal product and support process efficiency. Tried to build and maintain effective working relationships with internal and external customers. I had my chance to work with several delevopment teams at my last three years as a Product Manager with some other titles as Business Analyst and QA Test Engineer. I got my Scrum Master Certificate from Scrum.org and now prepairing for PSPO Exam. I' ve used all of my enhanced skills at this position. Position needed planning stories in order to promote improvements to product design and implementation. I've got skilled in stakeholder management and sprint planning. Highly organized in managing complex projects with multiple deadlines. Experienced Scrum Master with proven track record of successfully leading teams in developing high-quality software solutions on time and within budget.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Product Owner, Business Analyst, Scrum Master
Simpra
04.2022 - 04.2024
- I was dealing with two different projects.
- One of them is a Omnichannel Loyalty Project called Wizlo. It' s about converting daily customers to loyal clients, by making promotions, gifts, daily coupons and discounts. Wizlo consist of a cms panel, due to customer needs a Mobile Application, a Web Shop, a QR Menu.
- It' s published on the app stores and had several customers. Coffee chains like Dospresso, Buckin, Tuck, bakery chains like Simit Sarayı and Vakko L'atelier.
- The other project was still in development in progress.
- It also was a Loyalty based Mobile Application that works Cross Platform like brand to another brand which differs from Wizlo.
- On these two projects, I;
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
- Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
- Owned and prioritized product backlog.
- Collaborated with cross-functional teams to develop high-quality products that met customer needs.
- Analyzed customer feedback to identify areas for improvement.
- Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
- Oversaw entire product deployments from vision and creation to rollout and delivery.
- Allocated and approved team resource usage.
- Coordinated with design and media teams to develop high-quality creative assets.
- Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Worked to provide continuous improvement for product development lifecycle.
- Managed work and project responsibilities by assigning tasks to internal individuals and external teams.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Product Manager
Simpra
04.2021 - 04.2022
- My tittle was Product and Project Manager
- I' ve been working with developer team which was working on a loyalty product Wizlo
- Wizlo is a omnichannel loyalty solution, that includes a content management panel, a template based mobile application, a webshop, a QR menu for restaurants and integration with several pos platforms
- My responsibilities were, testing the new features, following the new customer projects, and development releases.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
- Implemented Agile methodologies for more efficient project management and team collaboration.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Created comprehensive test plans, test scripts, and use cases to support testing objectives.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
Quality Specialist
Protel A.Ş.
11.2018 - 03.2021
- As the founder of Wallmart Sam Walton said "There is only one boss 'The Customer' and he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else"
- Each day I put this quote as my guide and empathize customers while they need support because we are all end users and customers for local services
- As the part of the Protel Quality team, my main assignments are;
- Evaluating support teams' calls inbound calls and reporting the results monthly
- Handling customer complaints that delivered by phone, e-mail or customer web support center
- Finding the root cause and reporting the results
- Evaluating the new projects which the field setups done.
- Reduced customer complaints by streamlining the complaint resolution process and addressing root causes of issues.
Support Specialist
Protel A.Ş.
09.2015 - 11.2018
- Protel A.Ş Is a company that, Business Partners with Oracle (formerly Micros) sells the Treasury approved fiscal printers with Point of Sale computer systems and software for controlling the sale operation
- The first part of the position is put the POS system together and install the necessary software, then train the store directors and the other workers for starting the sale operation
- The second part is about the technical support for hardware and software on the phone
- Position requires hardware, software and network knowledge.
Support Specialist
Adam Perakende Otomasyon Sistemleri
11.2013 - 08.2015
- Adam Retail Automation Systems is a company that, Business Partners with Toshiba (IBM)
- Company sells the Treasury approved fiscal printers with Point of Sale computer systems and softwares for controlling the sale operation
- The first part of the position is put the POS system together and install the necessary softwares
- Then train the store directors and the other workers for starting the sale operation
- The second part is about the techninal support for hardwares and softwares on the phone
- Position requires hardware, software and network knowledge.
Call Center Team Leader
Teleperformance Turkey
06.2012 - 04.2013
- Team Leader of Technical Support Team Basic Assingments
- Listening and Evaluating technical support engineers' calls and coaching through the call one on one
- Trainging new agents
- Interview with candidates
- Joining biweekly teleconferences with Repair Center and other HP call center sites.
Technical Support Engineer
Teleperformance Turkey
07.2011 - 06.2012
- Call Center Operations of HEWLETT-PACKARD Consumer Products
- The position was about the supporting end users whom have HP consumer products like notebook and desktop PCs
- Customers was mostly calling about reinstalling an Operating System, missing drivers or hardware problem
- As a technical support engineer my job was helping customer about the software issues and if any hardware problem occured wtih the device, refer it to the repair center.
Education
Bachelor - Management Information Systems
Istanbul University (IU)
İstanbul06.2026
Bachelor - FISHERIES AND FISH PROCESSING TECHNOLOGY
Ege University
İzmir06.2008
Skills
- Business Analysis
- Story planning
- Product Lifecycle Management
- Competitive Analysis
- Design thinking
- Problem Identification
- Release planning
- Scrum Framework
- Stakeholder relationship management
- Product Planning
- Customer Empathy
Certification
- Professional Scrum Master I (PSM I), 05/2022, Scrum.org
- Kalite - Denetim - (İç Denetçilik Sertifikası), 06/2010, UP2U, ISO 22000/2005 Gıda Güvenliği Yönetim Sistemi İç Tetkikçi Eğitimi Başarı Sertifikası
- Bilişim - MCP - Microsoft Certified Proffessional (Microsoft Sertifikasyon programları ), 10/2009, Microsoft, Configuring Windows Vista Client
Languages
Turkish
Native language
English
Advanced
C1
Timeline
Product Owner, Business Analyst, Scrum Master
Simpra
04.2022 - 04.2024
Product Manager
Simpra
04.2021 - 04.2022
Quality Specialist
Protel A.Ş.
11.2018 - 03.2021
Support Specialist
Protel A.Ş.
09.2015 - 11.2018
Support Specialist
Adam Perakende Otomasyon Sistemleri
11.2013 - 08.2015
Call Center Team Leader
Teleperformance Turkey
06.2012 - 04.2013
Technical Support Engineer
Teleperformance Turkey
07.2011 - 06.2012
Bachelor - Management Information Systems
Istanbul University (IU)
Bachelor - FISHERIES AND FISH PROCESSING TECHNOLOGY
Ege University