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
Customer service professional
Customer experience analysis
Customer experience
Acknowledgment of customer needs
Process updates
Performance improvements
Employee engagement
Business planning
Budgeting
Business administration
Sales and marketing
Business Development
Staff Management
Strategic planning
Financial Management
Automation design
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