Serkan Mehmed Ali
Beylikdüzü
Summary
Experienced in customer service and service delivery with a strong track record of multitasking effectively. Skilled in building and maintaining professional relationships to enhance customer satisfaction and drive business success. Possessing in-depth knowledge of products and a talent for team building, dedicated to exceeding expectations in every interaction.
Overview
5
5
years of professional experience
Work History
Senior Customer Support Specialist - SME
Bybit
02.2023 - Current
- Multitasked to handle diverse customer needs in high-volume Live Chat and Email setting, prioritizing tasks to keep up with challenging deadlines.
- Handling over 80 customer support tickets and consecutively succeeding in surpassing KPI metrics.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service agent training processes.
- Reviewing agent performances to meet quality assurance criteria.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Product review, report and troubleshooting.
- Extensive knowledge in regional compliance and legal regulations.
Editorial Writer
EIS Publishing
09.2022 - 02.2023
- Edited proposals, reports and other documents for grammar, clarity and style.
- Developed technical expertise necessary to correct the formatting of complex documents.
- Discussed work with authors to help improve content and style. Rewrote and edited content to boost legibility.
- Identified and corrected errors in text through spelling, punctuation and syntax checks
English Language Teacher
TED College
08.2020 - 08.2022
- Curriculum design, improvement and implementation.
- Evaluating and selecting course books for the curriculum.
- Worked with students to prepare submissions to literary publications and contests.
- Prepared course materials such as syllabi, homework assignments and handouts.
- Assessed student learning and understanding of the material with tests, quizzes and essay assignments.
- Evaluated materials and instructional strategies to identify the best choices for future department classes
Education
Bachelor of Arts - English Language Teaching
Istanbul Aydın University
Istanbul08-2016
High School Diploma -
Büyükşehir Hüseyin Yıldız Anadolu Lisesi
Istanbul08-2012
Skills
- Active listening
- Quality assurance
- Decision-making
- Customer relationship management (CRM)
- SLA compliance
- Multitasking and organization
- Salesforce
- Team collaboration
- Verbal and written communication
- Stress management
- Analytical thinking
Languages
English
Bilingual or Proficient (C2)
Turkish
Bilingual or Proficient (C2)
Timeline
Senior Customer Support Specialist - SME
Bybit
02.2023 - Current
Editorial Writer
EIS Publishing
09.2022 - 02.2023
English Language Teacher
TED College
08.2020 - 08.2022
Bachelor of Arts - English Language Teaching
Istanbul Aydın University
High School Diploma -
Büyükşehir Hüseyin Yıldız Anadolu Lisesi