SERPİL KERSE TEKKEŞİN
Principle Loyalty & Learning Manager, Organizational Development Manager, Channel Experience Manager, Customer Experience Manager, Project Manager
İstanbul
Summary
Experienced leader with 21+ years across Telecommunications, Logistics, Automotive, Food, and Healthcare sectors. Specialized in Customer & Channel Experience, Employee Engagement, Training Management, and Process Development. Proven success in organizational change management, system development, and team performance optimization. Skilled in project and program management, agile transformation, and digital education content creation. Certified in ICF Coaching, NLP and Agile Practices. Passionate about personal development and driving innovation and efficiency within organizations.
Overview
21
21
years of professional experience
25
25
years of post-secondary education
9
9
Certificates
Work History
Channel Experience Employee Engagement and Training Development Manager
TURKCELL COMMUNICATION SERVICES INC.
09.2018 - 01.2025
- Trainer Team Management
- Design and Management of Training and Development Processes
- Profile Development Processes Management
- Talent Management
- Leadership Program Management
- Outsourcing Training Management
- Recruitment Performance Management
- Employee Loyalty Programs Management
- Projects Management
- Employee Digital and Classroom Trainings
- Seminar Content Design and Planning
- Developing training methods and platforms
- Program and Project Management
- Event and Communication Management ( Activity , Social Media & Agency )
- Cultural Transformation and sustainability management
- Supply and Supplier Management
- Organizational Development and Human Resource Management
- Event Management
Channel Experience Manager
TURKCELL COMMUNICATION SERVICES INC.
01.2014 - 01.2018
- Product, Process and Service Experience and Face to face Channel & Call Center Channel Experience Management
- Customer Experience Management
- Customer Journey Management
- Transformation management
- Customer Insight Analysis( VOC, NPS)
- Complaint and Customer Satisfaction Processes Management
- Program and Project Management
- Regulation , Compliance, Audit Process Management
- Design Management UI & UX
Customer Journey and Process Development Manager
TURKCELL COMMUNICATION SERVICES INC.
01.2013 - 01.2014
- Product, Process and Service Experience and Face to face Channel & Call Center Channel Journey and Experience Management
- CC Churn Team Management
- Customer Experience Management
- Customer Journey & Life Cycle Management
- Transformation management
- Customer Insight Analysis ( VOC, NPS)
- Complaint and Customer Satisfaction Processes Management
- Program and Project Management
- Regulation , Compliance, Audit Process Management
- Design Management UI & UX
Sales Channels Process Development Manager
TURKCELL COMMUNICATION SERVICES INC.
01.2012 - 01.2013
- Monitoring and Management of Sales Channels Customer Experience and Dealer Experience Processes
- Project management
- Complaint and Customer Satisfaction Processes Management
- Optimizing Infrastructure Processes
- Improvement of Data and Reporting Processes
- Customer Experience, Network, ICT, Marketing, Operation Teams Coordination
- Reporting
- Preparation of Strategic and Critical Meetings Presentation
- Event and Communication Management
Protocol Project Manager
TURKCELL COMMUNICATION SERVICES INC.
01.2009 - 01.2013
- Project management
- Feasibility and Investment Planning
- Protocol Zone Management
- Protocol Support Team management
- Management of Fiber Solution Partners
- Contract Management
- Information Security and Quality Processes management
- Reporting and Analysis
- System, Process, and Business Development
- Audit Processes
Sales Support and Logistics Supervisor
EKOL LOGISTIC AND INTERNATIONAL TRANSPORTATION INC.
01.2007 - 01.2009
Sales Support and Logistics Specialist
KONLAS AUTOMOTIVE TIRE INDUSTRY TRADE JOINT STOCK COMPANY
01.2006 - 01.2007
Logistics Specialist
CPD MARKETING AND FOREIGN TRADE CO
01.2005 - 01.2006
Customer Relations Specialist
BİO-CHECK HEALTH SERVICES & CHECK POINT HEALTH SERVICES
01.2004 - 01.2005
Education
MASTER'S DEGREE - MANAGEMENT INFORMATION SYSTEMS
BEYKENT UNIVERSITY
01-2016
BACHELOR'S DEGREE - BUSINESS ADMINISTRATION
ANADOLU UNIVERSITY
BACHELOR'S DEGREE - INDUSTRIAL ELECTRONICS
ISTANBUL UNIVERSITY
BACHELOR'S DEGREE - SOCIOLOGY
BEYKENT UNIVERSITY
MASTERS DEGREE (Continues) - PSYCHOLOGY
TOPKAPI UNIVERSITY
Skills
Digital Education Content Production
Certification
Future of Leadership Masters Leadership Program
Activities
- Qi Gong & Thai Chi
- Chinese medicine
Projects And Programs
- DBS 360 Transformation Program, 2025
- Channel Transformation Project, 2025
- HR Development Program, 2025
- Technical Teams Transformation Program, 2025
- Technical Teams Sales Competence Project, 2024
- Loyalty Program, 2023
- Field HR Development Project, 2023
- Business Partners Development Program, 2023
- Business Partners Social Media Management Training, 2022
- Service Counselor Training Program, 2021
- Solution Sales Teams Competence Project, 2021
- Protocol Specialist Development Program, 2021
- Ambassador Benefits Development Program, 2021
- Manager Development Program, 2021
- Employee Campaign Benefit Increase Project, 2021
- Family Health Insurance Project, 2021
- T-Club Benefits to the Field Project, 2020
- Emergency Situations - Working Supplementary Package Project, 2020
- My Academy App Development Project, 2020
- Digitizing Educational Content Project, 2020
- Tele sales Teams Development Program, 2019
- Turkcell Benefits Opening Project, 2019
- Field Service Consultant Project, 2019
- Advanced Certification Project, 2019
- Employee Discount Internet Project, 2019
- Opening the Full trip Discount Hotel Reservation Advantages to the Field Project, 2019
- Seniority Subordinate Project, 2019
- Basic Certificate Program, 2018
- Omnichannel Project, 2018
- Accessible Shop Project, 2018
- Ambassador Pack Automation Project, 2018
- Orion Project, 2018
- Convergence Program, 2016
Travel Status
Able to travel
Personal Information
- Total Experience: 21 years
- Date of Birth: 06/12/82
- Nationality: TC
- Driving License: B class
- Marital Status: Married
Timeline
Channel Experience Employee Engagement and Training Development Manager
TURKCELL COMMUNICATION SERVICES INC.
09.2018 - 01.2025
Channel Experience Manager
TURKCELL COMMUNICATION SERVICES INC.
01.2014 - 01.2018
Customer Journey and Process Development Manager
TURKCELL COMMUNICATION SERVICES INC.
01.2013 - 01.2014
Sales Channels Process Development Manager
TURKCELL COMMUNICATION SERVICES INC.
01.2012 - 01.2013
Protocol Project Manager
TURKCELL COMMUNICATION SERVICES INC.
01.2009 - 01.2013
Sales Support and Logistics Supervisor
EKOL LOGISTIC AND INTERNATIONAL TRANSPORTATION INC.
01.2007 - 01.2009
Sales Support and Logistics Specialist
KONLAS AUTOMOTIVE TIRE INDUSTRY TRADE JOINT STOCK COMPANY
01.2006 - 01.2007
Logistics Specialist
CPD MARKETING AND FOREIGN TRADE CO
01.2005 - 01.2006
Customer Relations Specialist
BİO-CHECK HEALTH SERVICES & CHECK POINT HEALTH SERVICES
01.2004 - 01.2005
BACHELOR'S DEGREE - BUSINESS ADMINISTRATION
ANADOLU UNIVERSITY
BACHELOR'S DEGREE - INDUSTRIAL ELECTRONICS
ISTANBUL UNIVERSITY
MASTER'S DEGREE - MANAGEMENT INFORMATION SYSTEMS
BEYKENT UNIVERSITY
BACHELOR'S DEGREE - SOCIOLOGY
BEYKENT UNIVERSITY
MASTERS DEGREE (Continues) - PSYCHOLOGY
TOPKAPI UNIVERSITY