NEZİRE ÇAKIR
Customer And Consumer Services Director
Ulus, BeşiktaşIstanbul
Summary
I have a proven track record of success in customer service and aftersales management within leading multinational companies. My passion for customer satisfaction and commitment to service excellence consistently delivers seamless service and long-term customer retention. I'm skilled in developing and implementing effective business strategies, process optimization, and team performance enhancement, driving operational excellence and profitability in fast-paced environments. My approach, streamlining operations and introducing data driven, innovative problem-solving and efficient support methods with strong communication, consistently delivers high-impact results. I am analytical, adaptable, and a highly proactive long-term planner, effectively collaborating with every levels from technicians to senior management in a positive manner fostering a collaborative environment.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Aftersales Director
MIELE
11.2021 - 10.2024
- Company Overview: Domestic Appliances and Commercial Equipments
- Developed and deployed a new service strategy, achieving Miele Premium Service Level by introducing new business models.
- Successfully managed service P&L, restructured the service organization from a cost center to profit center (+10% MR) by cost optimization and additional service sales revenue generation.
- Transformed service team into a high-performing, fully accountable unit by onboarding and mentoring new Technical, Field Service, and Customer Service Managers within 2 years.
- Managed a team of 36 FTEs across customer service back office, call centers and field service, driving improvements in key performance indicators; NPS, SLA, Response Rate , 1st Time Fix Rate, Visit Efficiency, and Repair Time.
- Achieved % 95 Response Rate in CC, % NPS> 65% in Field Service
- Lead multifunctional Order To Delivery project by streamlining all customer journey phases. Cleaned up online/offline backlog orders and optimized order handling/delivery.
- Introduced structural relationships with key stakeholders; service partners, dealers.
- Established a comprehensive, data-driven system for collecting, analyzing, and interpreting customer feedback data to identify trends and areas needing improvement in service delivery.
- Guided the implementation of digital solutions designed to mobile tracking field service visits, resulting in customer loyalty and %50 increased visit efficiency.
- Successfully completed, call center front line support section outsourcing project.
- Led Due Diligence Project for new CRM system with cross functional teams.
- Developed spareparts stock management and replenishment program to ensure prompt parts availability and minimizing delays. Introduced Spare Parts Pricing Strategy.
AfterSales Director
Rational AG
06.2013 - 10.2021
- Company Overview: Commercial Kitchen Equipments
- Started in June'23 as service manager in Rational AG and promoted within 2.5 years as service director.
- Led all aftersales services operations and teams; field support, technical trainings, service partner assessments and audits.
- Controlling and reporting of Service KPIs, warranty and goodwill budget planning were under my responsibility.
- Managed Service Business/Sales process (extended warranty, service packages, accessories sales)
- Successfully restructured the service network from 2 to 28 partners within 3 years, resulting increase in service coverage and increase in customer satisfaction. Service Coverage increased to Ø: 37 km & 7% >> 100 km
- Won the best practice /Rational Service Partner of the year award in 2015 within EMEA Region
- NPS> 65%, FTFR %>%90
- Implemented service parts discount modelling for partners; performance and activity-based discounts.
- Developed and launched Preventive Maintenance Service Package concept and rollout of service agreements in the market
- Implemented cloud based network IoT solution, kitchen management infrastructure maintenance, training and remote service support.
- Established direct service business for Key Accounts (KFC, Migros, Acıbadem, BigChefs).
Customer Quality Head of Section
B/S/H
08.2008 - 05.2013
- Company Overview: Domestic Appliances
- Progressed within 2.5 years from Quality Engineer to Head of Section at BSH (August 2008).
- Conducted effective failure analysis FMEA and led 6S projects to improve product quality.
- Managed a team repairing and analyzing field returned appliances.
- Liaised between engineering, manufacturing, and customers to resolve technical issues.
- Budget, managed product warranty costs and reported quality results to head quarter and various stakeholders.
- Served as a technical advisor for after-sales, marketing, and development.
- Managed defect avoidance tools and maintained a lessons-learned database.
Education
Bachelor of Science - Mechanical Engineering
Technische Universitat Wien
ViennaMBA - Business and Management
Gebze Technical University (GYTE)
Gebze, Turkey 2002.09 - 2004.01
Bachelor of Science - Environmental Engineering
Istanbul Technical University (ITU)
Istanbul 1997.09 - 2002.01
High School Diploma -
Kadir Has Anatolian High School
Istanbul 1992.09 - 1996.06
Skills
- Customer retention strategies
- Business analysis
- Strategic planning
- Performance management
- Setting up new systems
- Presentation and Reporting
- Assessment and Process Audits
- Service process optimization
- Excellent communication
Team leadership / Talent acquisition
- Customer relations
- Pricing strategy
- Quality control
- Project management
- Managing operations and efficiency
- Negotiation and conflict resolution
- Continuous improvement
- Profit and loss management
- Onboarding and orientation
- Setting up new systems
Timeline
Aftersales Director
MIELE
11.2021 - 10.2024
AfterSales Director
Rational AG
06.2013 - 10.2021
Customer Quality Head of Section
B/S/H
08.2008 - 05.2013
Bachelor of Science - Mechanical Engineering
Technische Universitat Wien
MBA - Business and Management
Gebze Technical University (GYTE)
2002.09 - 2004.01
Bachelor of Science - Environmental Engineering
Istanbul Technical University (ITU)
1997.09 - 2002.01
High School Diploma -
Kadir Has Anatolian High School
1992.09 - 1996.06