Nazli Ece Arslanturk
Customer Experience Executive
Istanbul
Summary
Proven track record of improving customer experience and digital marketing strategies, particularly in the banking sector. Excellent in campaign management and communications that significantly increase customer satisfaction and loyalty. Experienced in cross-functional collaboration driving significant improvements in mobile app usability and customer journey optimization.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Customer Experience Executive
Fibabanka
12.2023 - Current
- Improved customers' all journeys to provide better experience at every step that touches customers align with company's goals and customers' demands.
- Redesigned complex interfaces for better usability and comprehension on mobile application.
- Monitored NPS surveys to increase customer satisfaction scores. Identified pain points by looking at customer feedbacks in all channels.
- Conducted user interviews to improve customer journeys.
- Streamlined communication between departments to ensure timely resolution of customer inquiries and concerns.
- Collaborated with product development teams to ensure customer feedback was incorporated into future enhancements and new offerings.
- Kept current on market and product trends to appropriately answer customer questions.
- Created communication tools such as push notification, pop up, SMS, e-mail.
Senior Customer Experience Specialist
Allianz
07.2019 - 11.2023
- Tracked customer journey and experiences across all channels.
- Identified customer inquiries, needs and took proactive actions with IT and product team.
- Executed call center in order to improve customer experience and improve service levels, handle time and productivity.
- Determined target data and wrote scripts for different type of calls such as; retention, welcome, financial advisory and sales calls.
- Devised data visualization dashboards to make complex data more accessible.
- Improved processes in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Designed customer journey in Chat Bot project.
- Designed e-mail marketing campaigns.
- Created and translated printed materials (sales documents, catalogues and brochures).
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers
Marketing Communications Specialist
Generali
11.2017 - 06.2019
- Executed 360 degree marketing communications (ATL, BTL, Digital, Social Media and Internal Communication)
- Designed web site and mobile app according to brand guide
- Deployed strategies across email campaigns, point-of-sale materials and online advertising.
- Managed Social Media platforms. Created posts , moderated customer complaints.
- Tracked KPIs and completed full analytics of digital campaigns.
- Created communications and marketing materials to achieve objectives and maintain branding.
- Organized events in order to network with industry experts and potential clients to drive brand awareness and promote unique position in marketplace.
- Wrote press releases and CEO speeches.
Marketing Specialist
Arçelik
05.2016 - 11.2017
- Analyzed and reported sales plans, profits, and growth rates and generating pricing strategies.
- Defined marketing communications strategies and new corporate identity for division.
- Created and translated printed materials.
- Organized events to promote new products.
- Designed and implemented advertising and public relations activities.
Education
Master of Science - International Management
Oxford Brookes University
Oxford, United Kingdom 09.2014 - 09.2016
Bachelor of Science - Industrial Engineering
Sabancı University
Istanbul, Turkey 09.2008 - 09.2013
Skills
Complation Resolution / NPS
Campaign Management
Communications Management
Market Analysis
Digital Marketing
Mobile App User Esperience
Content Marketing
Event Organising
Social Media Management
Report Preparation
CRM
Languages
Turkish
Native language
English
Advanced
C1
Timeline
Customer Experience Executive
Fibabanka
12.2023 - Current
Senior Customer Experience Specialist
Allianz
07.2019 - 11.2023
Marketing Communications Specialist
Generali
11.2017 - 06.2019
Marketing Specialist
Arçelik
05.2016 - 11.2017
Master of Science - International Management
Oxford Brookes University
09.2014 - 09.2016
Bachelor of Science - Industrial Engineering
Sabancı University
09.2008 - 09.2013