Onur Alp Onursal
Operation Supervisor
İstanbul
Summary
Dynamic customer experience and contact center supervisor with over 5 years of expertise in managing high-volume operations. Proven track record of consistently achieving KPI and SLA targets while enhancing customer satisfaction scores through strategic, data-driven coaching. Skilled in escalation management, root-cause analysis, and fostering cross-functional collaboration to drive operational excellence. Bilingual proficiency in English enhances communication and engagement with diverse teams and clients.
Overview
14
14
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Operation Supervisor
Teleperformance Türkiye
03.2020 - Current
- KPI delivery: Sustained ~95% KPI attainment across QA, AHT, schedule adherence.
- CSAT lift: Drove +20% CSAT via targeted coaching, macro fixes, and deflection opportunities.
- Team leadership: Managed 25 agents; reduced escalations and absenteeism with performance cadences.
- SLA protection: Real-time queue/interval management; coordinated with WFM to balance staffing.
- Root-cause analysis: Built weekly RCA on top drivers; implemented SOP updates and agent enablement.
- Reporting: Maintained Excel dashboards; surfaced trends and actions to Ops/QA leadership.
Medical Sales Representative
Neutec Pharmaceuticals
11.2017 - 02.2019
- Territory management: Planned physician/pharmacy visits; resolved inquiries quickly.
- Relationship building: Captured market feedback; channeled insights to marketing/sales ops.
Transnational Relations
Istanbul Chamber of Commerce
11.2014 - 11.2016
- Program ops: Orchestrated international B2B events and delegations; complex stakeholder coordination.
- Compliance: Managed visa/document workflows with embassies and consulates.
Passenger Services Agent
Çelebi Aviation
10.2011 - 03.2014
- On-time performance: Check-in/boarding under strict SLA, security, and documentation standards.
Education
B.A. - International Relations
Istanbul Commerce University
Vocational School of Justice
Anadolu University
Skills
- CX operations: SLA adherence, AHT/FCR/CSAT improvement, escalation & de-escalation
- People leadership: Coaching, QA feedback loops, WFM partnership, shift/queue planning
- Analytics & tools: Excel (pivots, VLOOKUP), CRM/ticketing, dashboarding, reporting
- Stakeholdering: Cross-functional alignment, clear written/verbal comms, exec updates
- Team building
- Active listening
- Teamwork and collaboration
- Project management
Certification
Aviation & ground ops: Dangerous Goods (Cat-9), Ramp Security & Apron Rules, Passenger Services, Travel Documents, Civil Aviation Security, Ground Operation
Timeline
Operation Supervisor
Teleperformance Türkiye
03.2020 - Current
Medical Sales Representative
Neutec Pharmaceuticals
11.2017 - 02.2019
Transnational Relations
Istanbul Chamber of Commerce
11.2014 - 11.2016
Passenger Services Agent
Çelebi Aviation
10.2011 - 03.2014
B.A. - International Relations
Istanbul Commerce University
Vocational School of Justice
Anadolu University