Murat Gunay
Head Of Customer Experience & Contact Center& COO&CEO
KADIKOY,İSTANBUL
Summary
Experienced Customer Service & Experience professional with 21 years of experience in E Commerce&Finance&FinTech&Startups and Classified Business Industry. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Head Of Customer Experience
Papara.com
Istanbul
03.2021 - Current
- Papara is the leading fintech company in Turkey with more than 13 million customers and 4 million cards
- Lead the team of 256 agents in voice and back office channels
- Managing the outsource and inhouse operations in 3 different locations
- Created all customer journey in Papara and customer service channels
- Standardized all flows and got 2 ISO certificates about Service Quality and Call Center KPI standards
- In EMEA region Customer Service and all Contact Center of Papara got 2 International awards about the quality of the service and employee satisfaction which is been organized by Contact Center World Awards
- Developed team communications and information for meetings.
- Conducted research, gathered information from multiple sources and presented results.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Director of Customer Care
Modanisa.com
Istanbul, Amman
11.2019 - 03.2021
- Modanisa is an e commerce company selling fashion apparels all over the world in more than 140 countries
- Customer Care was the priority for the company and giving service in 6 different languages
- Lead a team of 125 agents in customer service both voice and back office channels in English,German,French,Arabic,Turkish and Bahasa
- Created a plan for digital transformation in customer service to shift voice an back office channels to whatsapp services.
- Results of the transformation are ;
- %70 of customer inquiries resolved without a need to go to live support
- %36 cost savings in operating call centers
- %56 of customer contacts through Whatsapp shifting from call center to conversational channel
- %55 of customers using the chatbots placed their first-ever orders through Whatsapp
- Created and executed rating system for all orders in more than 140 countries globally
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Global Chief Operations Officer
Cleanzy.com
Istanbul,Milano,Barcelona,London
03.2018 - 11.2019
- i was a start up company for freelance home cleaners
- Defined all onboarding process and increased the number of freelancers 24X from the beginning in 4 countries
- Evaluated an performance and premium system for employees and standardized in 4 countries
- Number of cleanings has reached 70x comparing to beginning
- Executed all operation expansion in Italy,Spain and UK
- Increased the number of cities from 1 to 5 locally and globally increase was from 0 to 11
- Lead a team of Customer Success in 4 different languages (Turkish, Italian,Spanish,English)
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Prepared variety of different written communications, reports and documents.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Created plans and communicated deadlines to complete projects on time.
Director of Operations & Customer Services
Sahibinden.com
Istanbul
04.2010 - 03.2018
- Leader of a team of Operations checking100k daily ads and processing the quality of all
- Led a team of 245 employees and employee satisfaction score has increased to %93 from %85
- Provided new technology to Back Office team to understand incoming demands by AI and productivity has increased to %80
- Oversaw day-to-day production activities in accordance with business objectives.
- Built new call centers for individual ( 40 million customers) and corporate (100k) customers
- CSAT scores for individual customers has reached 4.8 and corporate customer's has reached to 4.7
- In International awards Customer Service Team has got 3 awards in different years and 1 Local award
- Created a Fraud Prevention Tool for the department and decreased the abuse by % 65 in the first year
- Led the Collections Team and collected % 70 of loss in one year
- Led change and transformation across business areas to deliver benefits and align company resources.
- Monitored budget and utilized operational resources.
- Set team and individual KPIs and provided regular, actionable feedback.
Citiphone Call Center Assistant Manager
Citibank
Istanbul
12.2005 - 03.2010
- Exceeded goals through effective task prioritization and great work ethic.
- Became one of the sales channel in the Bank which has reached breakeven in 7 months after sales has begun
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Leaded Personal Loan coordination with Marketing Department and achieved the target by %122 and became the 1st Call Center in the EMEA Region
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
Investment Operations Coordinator
Citibank
Istanbul
05.2004 - 12.2005
- Managing authorization of all local & global investment tools in operations department
- Investment tools were Local&Global Bonds,Mutual Funds,Eurobond transactions,Time Deposits,T bills
- Coordinate an outsource of 4 employees based in India as well
Citiphone Officer
Citibank
Istanbul
02.2001 - 05.2004
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
BBA - Economics
Abant Izzet Baysal University
Bolu 11.1995 - 12.2000
MBA - Business Administration And Management
Istanbul Bilgi University
Istanbul 03.2015 - 06.2017
Skills
Customer experience management
Timeline
Head Of Customer Experience
Papara.com
03.2021 - Current
Director of Customer Care
Modanisa.com
11.2019 - 03.2021
Global Chief Operations Officer
Cleanzy.com
03.2018 - 11.2019
MBA - Business Administration And Management
Istanbul Bilgi University
03.2015 - 06.2017
Director of Operations & Customer Services
Sahibinden.com
04.2010 - 03.2018
Citiphone Call Center Assistant Manager
Citibank
12.2005 - 03.2010
Investment Operations Coordinator
Citibank
05.2004 - 12.2005
Citiphone Officer
Citibank
02.2001 - 05.2004
BBA - Economics
Abant Izzet Baysal University
11.1995 - 12.2000
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