Sailing
Özlem Nagihan Gürsoy
Exacutive Assistant & Customer Service Specialist & Interpreter
Kocaali,41
Summary
Dynamic professional with a proven track record at Fly Software Sdn. Bhd.(MEXC), excelling in customer service and problem-solving. Leveraged critical thinking and Microsoft Excel to enhance operational efficiency and customer satisfaction. Demonstrated adaptability and team collaboration, significantly contributing to team development and achieving business goals.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
3
3
Languages
Work History
Customer Service Representative
Fly Software Sdn Bhd ( MEXC )
Istanbul, Istanbul
02.2022 - 05.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- I have actively worked in global cryptocurrency exchange in 5 shifts. In this process, I have gained place in many areas.
- Chinese-English translation, meeting summary, user request and suggestion presentation and arrangements, security element checks and background of erroneous money transfer applications I've been in process of completion.
- From technical support and Frontend teams actively answering chat and email I handled applications on record and worked in position on resolving technical issues.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Executive Asistant
Tekdem İnşaat
02.2020 - 03.2021
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Organized and coordinated conferences and monthly meetings.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Answered high volume of phone calls and email inquiries.
- Prepared and edited presentations on behalf of executives for both internal meetings and external conferences.
- Handled payroll processing tasks accurately while maintaining strict adherence to deadlines for timely payments.
- Created detailed reports on accuracy of translated documents.
- Assisted foreign language-speaking clients with inquiries.
- Interpreted conversations simultaneously to help both parties conduct business, manage personal concerns.
- Assisted in preparation of high-stakes presentations, contributing to successful project pitches and client meetings.
- Updated and maintained confidential databases and records.
Brand Associate - Trade Fairs & Exhibitions
Turkey Fair
Shanghai
12.2017 - 07.2020
- Trained staff on best practices for engaging visitors during events, resulting in increased lead capture rates.
- Conducted post-event analysis to measure success against objectives and inform future strategy improvements.
- Expanded company exposure by identifying new industry events for participation based on market trends and target audience alignment.
- Improved overall event ROI by implementing cost-saving measures without compromising the quality of the display or attendee experience.
- Facilitated successful networking events for industry professionals, fostering valuable business relationships.
- Collaborated with sales team to create compelling product presentations that attracted potential clients at exhibitions.
- Managed event logistics, including setup, tear-down, and transportation of materials to ensure smooth event execution.
- Streamlined pre-event planning process by creating detailed checklists and timelines to ensure efficient preparation.
- Communicated product information with confidence and educated consumers about company.
- Translated documents fro Chinese and English to Turkish .
- Maintained high linguistic standards across all translations through rigorous proofreading and editing processes.
- Provided verbal summaries of non-English documents for immediate use.
Education
Bachelor of Science - Mechanical Engineering
Dalian University of Technology
Dalian China 12.2019 - Current
Some College (No Degree) - Chinese Language
Donghua University
Shanghai 12.2018 - 07.2019
Some College (No Degree) - Chinese Language
Shanghai University of Science And Technology
Shanghai 12.2017 - 07.2018
High School Diploma -
CEBİR OKULLARI
İstanbul 12.2012 - 07.2015
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Time management
Problem resolution
Critical thinking
Team collaboration
Microsoft Excel
Scheduling
Relationship building
Team development
Interests
Exploring
Art and Craft
Music
Additional Information
HR of FLY SOFTWARE SDN. BHD. compservices@mhrssc.com
Owner of Tekdem İnşaat hakanbulut@tekdem.com.tr
Timeline
Customer Service Representative
Fly Software Sdn Bhd ( MEXC )
02.2022 - 05.2024
Executive Asistant
Tekdem İnşaat
02.2020 - 03.2021
Bachelor of Science - Mechanical Engineering
Dalian University of Technology
12.2019 - Current
Some College (No Degree) - Chinese Language
Donghua University
12.2018 - 07.2019
Brand Associate - Trade Fairs & Exhibitions
Turkey Fair
12.2017 - 07.2020
Some College (No Degree) - Chinese Language
Shanghai University of Science And Technology
12.2017 - 07.2018
High School Diploma -
CEBİR OKULLARI
12.2012 - 07.2015
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