SEDEF DEĞER
Istanbul
Summary
Quality Management professional with successful career delivering efficiency and standardization, and maintaining all ISO and QS 9000 and Six Sigma Quality Systems. Drives smooth operation of production and manufacturing lines, coordinate efforts of employees and facilitate communication between management and production departments. Apply creativity in improving manufacturing process to achieve higher productivity and quality of finished goods. Experience in reviewing and interpreting regulatory and programmatic guidance, implementation of corporate compliance, risk management and corrective action programs.
Overview
13
13
years of professional experience
17
17
years of post-secondary education
3
3
Languages
Work History
Director of Quality
THE ST. REGIS ISTANBUL
11.2022 - 7 2023
- Reporting directly to the General Manager, responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating
- In charge of develop and implementing quality assurance strategies
- Ensuring that quality processes meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level
- Familiarizing employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis
- Reviewing guest feedback with leadership team and ensure appropriate corrective action is taken
- Using data collection methods to compile, display, track, and analyze defect trends.
- Evaluated new technologies for potential integration into existing systems, enhancing data collection capabilities that supported informed decision-making processes around quality control measures.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Led a cross-functional team to develop and execute comprehensive quality assurance plans for products and services.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Determined quality department standards, practices, and procedures.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Reviewed technical documentation for accuracy and completeness, reducing potential errors in product specifications or assembly instructions.
- Drafted internal QA policies on factors such as design controls, product realization activities, validation techniques and more.
Director of Marketing
THE ST. REGIS ISTANBUL
03.2022 - 11.2022
- In charge of internal and external communications of The St
- Regis Istanbul
- In charge of the planning and execution of the yearly marketing budget, including media spending
- In charge of brand identity and communications on all social media platforms, including Marriott Global communication channels, Instagram, TripAdvisor and all other digital channels
- Managing relationship with digital and creative agencies
- Managing relationship with press, media partners and influencers.
- Created and managed social media campaigns to increase brand engagement.
- Created innovative strategies to drive customer engagement.
- Developed and implemented successful marketing strategies to increase brand visibility and sales performance.
- Introduced automation tools into email marketing campaigns for higher open rates, click-throughs, and overall audience engagement levels.
- Planned and executed events and marketing programs to increase qualified leads.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
- Continually maintained and improved company's reputation and positive image in markets served.
- Collaborated closely with sales teams to develop effective marketing collateral that supported lead generation goals.
- Launched successful digital marketing campaigns that achieved goals for increased website traffic.
- Conducted market research to inform decision-making and ensure alignment with target audiences'' needs and preferences.
- Led a team of marketing professionals to successfully achieve annual KPIs and business objectives.
- Managed budget allocation and resource utilization to maximize marketing ROI.
- Managed cross-functional teams to execute successful marketing initiatives, enhancing company reputation and customer engagement.
- Developed and presented marketing plans and reports to the CEO and shareholders.
- Created and managed marketing budget, ensuring maximized ROI.
- Spearheaded digital marketing efforts, including website redesign and social media strategy, driving significant growth in online traffic and conversions.
- Analyzed and reported on KPIs to validate and demonstrate the success of marketing campaigns.
- Improved website visibility through the development and implementation of SEO strategies.
Group and Events Sales Manager
THE ST. REGIS ISTANBUL
12.2017 - 03.2022
- In charge of all group banquet and event sales in The St
- Regis Istanbul, managing a team up to a team of three executives
- Has met or exceeded group sales and events department target every year, including the pandemic break and re-opening in 2021
- In charge of corporate relationship and communication with major group and event sales partners
- The St
- Regis Istanbul has expanded sales volume with major groups and sales partners since the opening in 2015
- Has overtaken Marketing and Communications Manager’s duties as of May, 2021 in addition to current position duties, as an interim Sales and Marketing Manager
- The St
- Regis Istanbul has been ranked in “Top 15 European City Hotels” and “Top 100 Hotels in the World” by Travel+Leisure Magazine in 2021.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Evaluated performance against goals and implemented appropriate development plans.
- Facilitated cross-functional communication between sales, marketing, and product development teams to ensure cohesive efforts towards shared goals.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
Account Manager
THE ST. REGIS ISTANBUL
03.2016 - 12.2017
- In charge of corporate relationships and communication with major group and event sales partners
- The St
- Regis Istanbul has maintained increasing sales volume with significant groups and sales partners since the opening between 2016 and 2017.
Group Sales Executive
THE ST. REGIS ISTANBUL
06.2014 - 03.2016
- Member of the pre-opening team, in the execution of the group and sales strategy and execution after the grand opening in March 2015
- Has exceeded group sales executive targets in 2014 and 2015
- In charge of corporate relationships and communication with significant group and event sales partners
- The St
- Regis Istanbul has maintained increasing sales volume with major groups and sales partners since the opening between 2015 and 2016.
Customer Sales Executive (Reservations)
SHANGRI-LA BOSPHORUS
03.2013 - 05.2014
- Member of the pre-opening team; managing the room reservation process and successful sales conversion including inquiries from all channels; incoming calls, emails, and central reservation systems referrals
- Handling allotments of local and E-channel agencies
- Handling group reservations, and creating rate codes and blocks
- Configuring and creating rate codes and packages on the property management system
- Helping guests find suitable accommodations to fit their needs, suggesting different packages
- Creates and maintains reservation and revenue tracking records (daily and weekly).
Sales Representative (Reservations)
ÇIRAĞAN PALACE KEMPINSKI
04.2012 - 03.2013
- Managing the room reservation process and successful sales conversion
- Handling inquiries from all channels; incoming telephone calls, emails, and central reservation systems referrals
- Prepares and files the correspondence according to existing procedures ensuring that all pertinent information has been recorded
- Checking online reservations reached through the GDS or ORS and updating the system accordingly
- Keeps tight control of room reservation inventory and takes necessary action about cancellations and amendments according to established procedures
- Following the payments of the companies or agencies for their reservations and informing the accounting department about the process.
Wedding & Banquet Sales Assistant
ÇIRAĞAN PALACE KEMPINSKI
08.2011 - 04.2012
- Supervises all banquet events including scheduling dates and times for events, menus, pricing, staffing, signing, and the deposit
- Assisting in the planning of ceremonies and events for wedding guests
- Assisting with the preparation/ distribution of daily information throughout the hotel (banquet event orders, change forms, daily/weekly listing of events)
- To follow up on all inquiries, preparing proposals where necessary and facilitating show rounds with potential clients to show them our facilities
- Answering general telephone calls to the department and specific calls for unavailable managers; supplying basic information about space availability & prices with potential clients.
Guest Relations Shift Leader
ÇIRAĞAN PALACE KEMPINSKI
04.2010 - 08.2011
- Started as guest relations agent, then promoted to shift leader; responsible for organizing the daily work of guest relation agents, making reports, and organizing the operation
- Assuring the prompt and effective communication network between related departments and front office
- Handling both individual and group check-ins & check-outs
- Handling loyalty program membership enrollments, tracking and providing communication between departments, guests, and the main office
- Planning and reporting the schedules of top VIP guests
- Looking after guest needs, responsible for room check-in procedures according to hotel policy.
Education
CORe Credential of Readiness -
HARVARD BUSINESS SCHOOL ONLINE
Cambridge, Massachusetts 01.2023 - 04.2024
Tourism and Hotel Management - undefined
DOĞUŞ UNIVERSITY
Istanbul, Turkey 01.2004 - 04.2008
Tourism and Hotel Management - undefined
KADIKÖY ANADOLU VOCATIONAL SCHOOL
Istanbul, Turkey 01.2000 - 04.2004
undefined
EYBOĞLU JUNIOR & HIGH-SCHOOL
Istanbul, Turkey 01.1993 - 04.2000
Skills
Microsoft Office (Advanced)
Opera PMS (Advanced)
Fidelio FO & Reservations Hotel Management System (Advanced)
SalesForce
Basecamp
Adobe (Photoshop, Illustrator, InDesign)
Canva
SEO
Customer Relationship Management (CRM)
Hard-working team player; disciplined, reliable, and responsible Team leader with a patient and calm personality, excellent communication skills, and adaptive change management
English (Advanced)
German (Intermediate)
Defect Identification
Attention to Detail
Specification Development
Continuous Improvement
Data Collection
Budget Preparation
Analytical Skills
Production Support
Organizational Skills
Analytical Thinking
Interpersonal Skills
Excellent Communication
Complex Computation
Process Documentation
Task Prioritization
Policy Reinforcement
Deadline Adherence
Goal Setting
High Tolerance Measurement
Product Sampling
Written Communication
Quality Assurance Techniques
Adaptability
Quality Metrics Development
Multitasking
Interpersonal Communication
Employee Supervision
Business Administration
Reliability
Performance monitoring
Strong Work Ethic
Adaptability and Flexibility
Team building
Six Sigma Methodologies
Time Management
Team Collaboration
Problem Resolution
Good Telephone Etiquette
Friendly, Positive Attitude
References
REFERENCES will be furnished upon request
Timeline
CORe Credential of Readiness -
HARVARD BUSINESS SCHOOL ONLINE
01.2023 - 04.2024
Director of Quality
THE ST. REGIS ISTANBUL
11.2022 - 7 2023
Director of Marketing
THE ST. REGIS ISTANBUL
03.2022 - 11.2022
Group and Events Sales Manager
THE ST. REGIS ISTANBUL
12.2017 - 03.2022
Account Manager
THE ST. REGIS ISTANBUL
03.2016 - 12.2017
Group Sales Executive
THE ST. REGIS ISTANBUL
06.2014 - 03.2016
Customer Sales Executive (Reservations)
SHANGRI-LA BOSPHORUS
03.2013 - 05.2014
Sales Representative (Reservations)
ÇIRAĞAN PALACE KEMPINSKI
04.2012 - 03.2013
Wedding & Banquet Sales Assistant
ÇIRAĞAN PALACE KEMPINSKI
08.2011 - 04.2012
Guest Relations Shift Leader
ÇIRAĞAN PALACE KEMPINSKI
04.2010 - 08.2011
Tourism and Hotel Management - undefined
DOĞUŞ UNIVERSITY
01.2004 - 04.2008
Tourism and Hotel Management - undefined
KADIKÖY ANADOLU VOCATIONAL SCHOOL
01.2000 - 04.2004
undefined
EYBOĞLU JUNIOR & HIGH-SCHOOL
01.1993 - 04.2000