NISAN SEVVAL TOPALOGLU
Istanbul
Summary
Business development and product professional with over five years of experience in customer experience strategy and business growth across retail banking and Fin Tech. Delivered a BBVA Global CEO-initiated product for a 251K-client segment, introduced conversational AI into frontline customer service, and set up customer operations from scratch. Runs CRM and CX projects on enterprise platforms from first concept to launch.
Overview
4
4
years of professional experience
1
1
Certificate
Work History
Digital Product Owner & Senior Business Developer
GarantiBBVA Bank
06.2023 - 06.2025
- Launched the bank's first Generative AI- and LLM-powered Customer Solutions Bot for external clients, resolving over 30% of informational requests through conversational AI.
- Co-architected BilgeBot Plus to close knowledge gaps across business units, the bank's first Generative AI-powered bot, and presented its strategy and design to stakeholders.
- Held dual Product Owner and Business Developer responsibility for Customer Solutions and Sales Development, leading strategy and roadmap execution across two teams in retail banking.
- Led 'My Conversations,' a BBVA Global CEO-initiated app- and web-based engagement channel for affluent segments, driving a 4-point increase in engagement within one year.
- Launched a proactive ATM alerting system based on usage data, cutting 216K annual cash-jam cases and improving NPS by 3 points (from 63 to 66 in three months).
- Prioritized features using NPS, usage data, and A/B testing, raising the satisfaction score from 7.8 to 8.6 in six months.
- Improved complaint resolution by designing an AI-led customer solutions strategy.
- Owned the Customer Solutions Platform, delivering automation and AI enhancements for Customer Solutions teams bank-wide.
- Saved $70K in annual CPU costs by consolidating 200+ notification services into a single infrastructure.
- Secured a 4% compliance increase with BBVA Global standards by strategically unifying all informational communication channels under a single system.
CRM and Product Manager
Trive
02.2022 - 06.2023
- Cut customer support response times to under 1m45s by designing and driving a full-lifecycle Zendesk implementation, from architecture and bot-first flow configuration through live deployment.
- Reduced complaint resolution time by 27% and eliminated SLA breaches by introducing an AI-driven routing strategy.
- Built core CX infrastructure from zero, conducting benchmark analysis and leading vendor negotiations with Zendesk, Twilio, and Intercom across global and local Turkish teams.
- Conducted country-level needs analysis across three international markets, designed tailored Salesforce CRM and Zendesk CX architecture for each, and led full rollout and local adoption.
- Reduced fraud exposure by merging Zendesk, Intercom, WhatsApp, social media accounts, and CX telephony into one high-security ticketing system.
- Increased registration-to-funded-account conversions by finding drop-off points in app onboarding and redesigning the flow with trading-fund incentives.
- Managed the full Twilio OTP integration, working with third parties to improve onboarding accuracy and customer verification data quality.
Market Strategy Researcher / Project Executive
Ipsos
05.2021 - 02.2022
- Independently led market entry, segmentation, and positioning research for global and local FMCG, e-commerce, and retail clients, meeting Ipsos international reporting standards.
- Applied qualitative and quantitative research methods, including in-depth interviews, A/B testing, and consumer insight frameworks, to define target segments and inform product differentiation strategies.
- Shaped brand strategies in EMEA and APAC markets through trend analysis and consumer insight reporting.
Education
Bachelor of Science - Economics (Double Major)
Boğaziçi University
Istanbul, Turkey01-2020
B.S. in Political Science & International Relations (Double Major) - Political Science And International Relations
Boğaziçi University
Istanbul, Turkey01-2020
Economics and Management Exchange Semester - Business Management
Bocconi University
Milan, Italy06-2018
Skills
- Platform & Tools: Salesforce, Zendesk (Admin Level), Intercom, Jira/Confluence, SQL, Product Requirements & Prioritization Frameworks
- Interpersonal & Leadership: Systems Thinking, Resilience & Adaptability, Strategic Stakeholder Management, Ownership Mentality, Cross-Functional Collaboration, Customer Empathy, Composure Under Pressure
- Product & Strategy: Digital Product Strategy, Generative AI & Conversational Bot Product Development, Business Development, Omni-Channel CX, CRM Optimization, Cross-Market Product Localization, Conversion Rate Optimization
- Research & Analysis: A/B Testing & Experimentation, Market Research & Consumer Insights, Needs Analysis, Competitive & Market Positioning Analysis
Certification
- Project Management Professional (PMP)
- Business Strategy and Analysis in AI (Project Management Institute)
LANGUAGES
Turkish (Native), English (C1), German (C1, DSD2: Deutsche Sprachprüfung für den Hochschulzugang)
Timeline
Digital Product Owner & Senior Business Developer
GarantiBBVA Bank
06.2023 - 06.2025
CRM and Product Manager
Trive
02.2022 - 06.2023
Market Strategy Researcher / Project Executive
Ipsos
05.2021 - 02.2022
Bachelor of Science - Economics (Double Major)
Boğaziçi University
B.S. in Political Science & International Relations (Double Major) - Political Science And International Relations
Boğaziçi University
Economics and Management Exchange Semester - Business Management
Bocconi University
AWARDS & HONORS
Double Major, High Honors Graduate - Boğaziçi University, 2020. Simultaneously completed a dual degree in Economics and Political Science & International Relations, graduating with High Honors.
DSD II German Language Diploma (KMK), CEFR C1 - Ministry of Education and Cultural Affairs, 2009. Demonstrates advanced German proficiency (CEFR C1).
Classical Piano (Part-time) - Istanbul Technical University Conservatory, 2002-2011. Developed discipline, precision, creativity, and performance skills through formal classical piano training.
Erasmus+ Sustainability Ambassador - European Union, 2011–2014. Selected to represent Turkey in a 3-year EU-funded international initiative focused on integrating sustainable practices into daily life.