ŞENNUR BOYACİ

1.Team Coaching:

Led and managed a team of Customer Experience Representatives, setting clear goals and performance objectives.
Provided ongoing guidance, coaching, and mentorship to team members.

2. Customer Relationship Management:

Oversaw and ensured the effective resolution of customer inquiries, concerns, and escalations.
Implemented strategies to enhance customer satisfaction and loyalty.
Monitored and analyzed customer feedback, identifying areas for improvement.

3. Process Improvement:

Continuously evaluated and improved customer service processes.
Collaborated with cross-functional teams to streamline workflows.
Implemented best practices to enhance the overall customer experience.

4. Performance Metrics:

Established and tracked key performance indicators (KPIs) for the team, including Customer Experience KPI Following & Control, Customer Experience Budget Management, Customer Experience All Other Reporting & Control Process, and follow-up of legal processes related to customer relations.
Analyzed data and provided regular performance reports to management.
Took proactive measures to address performance gaps and optimize team efficiency.

5. Training and Development:

Developed and implemented training programs for the customer experience team.
Conducted regular training sessions to keep the team updated on product knowledge and customer service skills.

6. Communication:

Fostered effective communication within the team and with other departments.
Acted as a liaison between the customer relations team and upper management.
Ensured timely and accurate communication with customers.

7. Process & Project Coordinator

1. Preparation of all payments except import payments on behalf of the company

2. Invoice Control Transactions
- Local Productive Invoice Control

3. Vendor Reconciliations,
- Agreement with Local Companies
- Agreement with Foreign Insurance Companies

4. Insurance Transactions
- Coordinating relevant departments regarding insurance claims
- Following up domestic and international damages,
- Closing the relevant damages in the insurance application,
- Taking damage invoices into account and invoicing damages
- Checking Lotes-Notes insurance application authorizations
- Preparation of damage reports
- Year-end insurance studies
- Preparation of insurance renewal information and files for the next year
- Insurance policies request, control and registration
- Directing all training and organizations on insurance.
-Coordinating the relevant departments regarding insurance and distributing tasks.

5. Department Budget Tracking,

6. Electronic Cash Disbursement Application Accounting Transactions

7. Lean Expert within the Scope of Lean Management Projects

Provided comprehensive high-level administrative support to head of accounting department and ensuring the smooth operation of daily activities.

1. Efficiently managed and organized complex executive calendars, scheduling meetings, appointments, and coordinating travel arrangements.

2. Planned and executed domestic and international travel arrangements, overseeing logistics and accommodations for executive leadership.

3. Acted as the primary point of contact between executives and internal/external stakeholders. Effectively handled and filtered incoming communications, responding on behalf of executives when necessary.

4. Maintained a high level of confidentiality while handling sensitive information and materials, including strategic plans, financial data, and executive decisions.

5. Prepared meeting agendas, took minutes, and followed up on action items. Coordinated executive-level meetings, conferences, and events.

6. Organized and managed documents, reports, and presentations, ensuring timely distribution and retrieval of information.

7. Led or assisted in special projects as assigned by executives, often involving cross-functional collaboration and detailed research.

8. Demonstrated resourcefulness and problem-solving skills in navigating challenges and overcoming obstacles that arose in daily operations.

During my Long-Term Internship at the Commercial Accounting Department, I provided part-time support to the department employees within the scope of the following tasks:

1. Invoice control with local SAS

2. Cash disbursement transactions

3. Insurance transactions

4. Vendor reconciliations