Tugba Karabilgin Demirelli
Istanbul
Summary
Skilled multitasker with superior work ethic and good teamwork, problem-solving and organizational skills. Willing to take on any task to help team. Reliable and dedicated team player with hardworking and resourceful approach.
Overview
19
19
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Employer Branding and Internal Communication Senior Lead
Ekol Lojistik
06.2021 - 01.2024
- Create and develop employer branding and internal communication strategy in line with company priorities
- Coordinate the implementation of the new values of EKOL & KOLAY GELSIN to all employees
- Briefing the agencies, create a focus group, determine the new values and prepare a launch and ongoing action plan
- Design employer experience process end to end and onboarding process
- Lead young talent project team and design, launch the new program ROCKET
- Conduct employee branding activities
- Leading new projects and initiatives to improve the recruiting process, employer experience, loyalty programs
- Develop and planning social media strategy and communication plan (Increase the @ekollojistikkariyer IG followers %50).
Event, Communication and Culture Coordinator
BRF- Banvit A.S
11.2018 - 06.2021
- Conduct employee engagement surveys within the region: lead the design and deployment, review, analyze, and communicate outputs
- Planning the action plans with the directors
- Create communication strategies and manage, develop and implement internal communication methods, policies and guidelines
- Planning and coordinating annual company and other corporate events (İftar Events & New Year Events)
- Design & create CSR initiatives that serves the communities in Banvit
- Design and own the internal communication agenda in alignment with business and culture context of the company
- Develop and implement strategic communication plan, culture and budget
- Promoting Banvit/BRF Values & Culture through the production of communications materials and announcement through different communication methods, such as intranet, videos, newsletters, etc
- Coordinate Banvit Fun Club and other social activities
- Prepare CEO message inline with the company priorities and launch to all employees
- Collaborate with PR and digital agencies.
Internal Communication Senior Associate Manager
Vodafone Turkiye
06.2011 - 10.2018
- Develop employee engagement & communication strategy in line with company priorities
- Ongoing communication with Group Internal Communication function to understand Group agenda, strategy, and develop/ localize /adapt relevant online strategy and program inline with local business / employee needs
- Responsible of product launching and creating the product/service messages for the right target audience in line with Vodafone marketing strategies
- Planning, coordinating and executing employee focus activities to increase engagement & to make Vodafone employees 'brand ambassadors' and increase their motivation
- Planning and coordinate internal events and annual One Vodafone events
- Develop high performing event agencies, relationship management with sponsorship partners and budget management
- Coordinate Vodafone Fun Club (Founder and the manager), Vodafone Sports Team and internal tournaments
- Business Relationship Management Senior Specialist (until October 2014)
- Establish and maintain a good relationship between the Marketing
- COPs SPOC for all COPs related and customer related activities
- Develop and execute communication of COPs
- Understand the business, assist in the prioritization of all new/current products/services/campaigns
- Ensure new/current products/services/campaigns align with COPs that best provides maximum customer experience, and direct COPs strategy in support of the overall business strategy
- Launched RED CLUB
- Design and Implement changes for customer processes for all new/current products/services/campaigns.
Customer Experience Management & Process Development Specialist
Turkcell Global Bilgi
09.2004 - 05.2011
- Executed and participated in projects aiming to improve Turkcell retail customer experience in contact center, mailing and self-service channels specializing in postpaid segment, Roaming and billing processes
- Succeeded to save ₺150.000- between 2009-2010 March
- Constantly monitored customer expectations for postpaid tariffs, Campaigns, and Roaming
- Because of acting the quality of the BNS operations increased 75 points to 96
- The quality of the Roaming operation increased 70 points to 92
- Monitored and continually improved contact center processes to maximize customer satisfaction and improve key performance indicators
- Managed to decrease the complaint calls of the customers by 15%
- Analyzed product and service specifications before the public launch, provided feedback directly to marketing regarding customer experience and risks, and tracked customer experience following the launch
- Call Center Team Leader (until March 2009)
- Coached the assigned team leaders in the direction of quality standards and targets
- Awarded with Super Job Reward from the Management
- Organized the agent responsibilities and provided to reach service volume targets
- Informed the call center representatives about their daily performances
- Analyzed the data of the call center performance
- Established Call Center System in Diyarbakir as a new location
- Responsibility from Human Resources to Operation management, Call Center Performance and administration
- Rewarded with certificate of appreciation thanks to her valuable contribution.
Education
Master of Corporate Communications and Public Relations Management -
Kadir Has University
01.2017 - 01.2018
Faculty Of Humanities And Social Sciences / History - undefined
Manisa Celal Bayar University
01.2000 - 01.2005
undefined
Izmir Ozel Turk Koleji
01.1991 - 01.1998
Skills
Cultural Awareness
Year Of Birth
1980
Driver License
Class B
References
Available upon request
Other
- Turkish (native), English (advanced), Corporate Athlete Training Program (2016), Customer Experience and Process Development Program (Sistema-Tolga Moral, 2010), Negotiation and Persuasion Skills (Tribün –
- Mit Anıl, 2010), Marketing and Product Management (Turkcell Akademi, 2010), Basic Project Management (Turkcell Akademi, 2010), Basic Management Skills Training (Ufuk KOÇ, 2009), Creating and Developing Customer Loyalty (Turkcell Akademi, 2008), Planning and Reporting Programs: Invision, Earlang, Business Object XI – Advanced, Microsoft Office Programs
Personal Information
Marital Status: Married
Timeline
Employer Branding and Internal Communication Senior Lead
Ekol Lojistik
06.2021 - 01.2024
Event, Communication and Culture Coordinator
BRF- Banvit A.S
11.2018 - 06.2021
Master of Corporate Communications and Public Relations Management -
Kadir Has University
01.2017 - 01.2018
Internal Communication Senior Associate Manager
Vodafone Turkiye
06.2011 - 10.2018
Customer Experience Management & Process Development Specialist
Turkcell Global Bilgi
09.2004 - 05.2011
Faculty Of Humanities And Social Sciences / History - undefined
Manisa Celal Bayar University
01.2000 - 01.2005
undefined
Izmir Ozel Turk Koleji
01.1991 - 01.1998