OĞUZ KARAGÜR

*Data analyzing, management and reporting to the managemental otorities with RPA, SQL and Visual Studio,

*Analyzing, testing business processes and the following that
creating workflow documents,

*Planning and management of the work of Solution Center
consultants, consisting of approximately 1000 people,

*Checking and intervening that the structure of the call system is
working correctly (IVR, IVN, Outbound),

*Coordinating with the IT team for developings,

*Developing call routing strategy according to customer segment,

*Creating, analyzing and reporting NPS data

* Communicating system problems experienced by customer consultants during business processes to IT teams and ensuring their resolution.

* Creating reports on topics needed by managers. Establishing report automation when necessary.

*Analyze existing data and report to managers to improve call center performance.

*Making system definitions for call center consultants.

* Ensuring that the difficult-to-solve problems coming to the call center are resolved by contacting the relevant teams. Communicating with the customer.

* Resolving requests received via Social Media and providing feedback to customers.

• Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
• Managed high call volumes, maintaining exceptional service standards while efficiently handling customer concerns.
• Monitored performance metrics closely, identifying areas for improvement and implementing targeted strategies to achieve desired results.
• Provided expert guidance on products and services, helping customers make informed decisions that best suited their needs.

• I worked as a store manager.