Ünal Günal
Senior Customer Support Advisor
İzmir
Summary
Innovative professional with proven track record of driving engagement through creative strategies. Expert in developing and implementing successful campaigns to maximize ROI and bottom-line results. Skilled in crafting compelling content focused on building relationships with customers and increasing conversions. Seasoned Customer Services Representative offering 5 years of related experience, results-driven approach and dedication to achieve remarkable client results. Leads routine operations and special projects for new and established customers. Achievements include developing, revamping and strengthening campaigns to drive revenue growth. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Exceptionally adaptable for different environments, fast learning curve and drive to achieve success.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
Work History
Social Media Representative
Webhelp
İzmir
07.2021 - Current
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Adapted to new applications and maintained knowledge of current technologies.
- Responded to customer requests for products, services, and company information.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Quality Assurance Coach
Webhelp
İzmir
11.2020 - 04.2021
- Established and tracked quality department goals and objectives.
- Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production.
- Inspected products and worker progress throughout production.
- Implemented new quality assurance and customer service standards.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Recorded, analyzed, and distributed statistical information.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Senior Customer Service Representative
Webhelp
İzmir
07.2019 - 11.2020
- Resolved concerns with products or services to help with retention.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Assisted customers with product selection, troubleshooting and problem resolution.
Receptionist
Xperia Hotels
Antalya
08.2013 - 11.2013
- Answered central telephone system and directed calls accordingly.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained confidentiality of information regarding clients and company.
- Confirmed appointments, communicated with clients, and updated client records.
Education
High School Diploma -
Mugla Sitki Kocman University
Fethiye, Mugla, Turkey 09.2014 - 05.2023
Skills
Teambuilding
MS Office
Attention to Detail
Cultural Awareness
Written Communication
Exceptional Problem Solving
Timeline
Social Media Representative
Webhelp
07.2021 - Current
Quality Assurance Coach
Webhelp
11.2020 - 04.2021
Senior Customer Service Representative
Webhelp
07.2019 - 11.2020
High School Diploma -
Mugla Sitki Kocman University
09.2014 - 05.2023
Receptionist
Xperia Hotels
08.2013 - 11.2013