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Umur BANARLI
Planning Specialist
Tekirdağ,59
Summary
Responsible Planning Specialist with 2 years 8 months of vast experience organizing production according to demands and quality standards. Well-educated in production planning and quality control principles. Hands-on and motivational professional possessing outstanding communication, recordkeeping and time management abilities. Committed to smooth, cost-efficient flow of production operations in Contact Center.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Planning Specialist
Teleperformance
08.2021 - 03.2024
- Reduced costs by identifying areas for improvement in supply chain management and inventory control systems.
- Conducted risk assessments for potential projects, mitigating potential issues through proactive problem-solving measures.
- Incorporated sustainability principles into planning processes, promoting environmentally responsible practices throughout the organization.
- Analyzed historical data trends to provide well-informed recommendations on future growth opportunities and potential risks.
- Optimized production schedules by identifying bottlenecks and addressing inefficiencies in workflows.
- Developed and maintained automated tracking systems, hard copy files and records to enhance office workflows.
- Leveraged advanced analytical tools to support data-driven decision making within the organization''s planning activities.
- Scheduled employee shifts according to production needs.
Workforce Real Time Analyst
Teleperformance
11.2020 - 07.2021
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
- Prepared and maintained reports, dashboards and monthly packages.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
- Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
Contact Center Representative
Teleperformance
03.2020 - 10.2020
- Assisted in training new hires, sharing best practices and contributing to their professional development. (Mentoring)
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
- Streamlined processes for faster issue resolution, contributing to overall contact center efficiency.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Processed debit and credit card and electronic check payments.
- Approved and terminated customer contracts upon request.
- Boosted customer service satisfaction ratings through consistent quality control.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
Education
German Language And Literature
Namık Kemal University
Tekirdağ, Turkey02.2019
Skills
Scheduling proficiency
Interests
Sports
Movies
Camping
Traveling
Timeline
Planning Specialist
Teleperformance
08.2021 - 03.2024
Workforce Real Time Analyst
Teleperformance
11.2020 - 07.2021
Contact Center Representative
Teleperformance
03.2020 - 10.2020
German Language And Literature
Namık Kemal University