Yunus Emre Delice

• Managing the stability and improvement of VIP recharge and consumption processes, extending the lifecycle of VIP users.
• Building lasting relationships with VIP users and developing open communication channels.
• Providing in-depth product knowledge, industry trends, and professional service to VIP local customers in the live-streaming industry.
• Coordinating and resolving VIP users' issues effectively.
• Responsible for understanding users' needs and analyzing related data. Periodically issued relevant research reports and collected feedback to continuously improve service operation processes.

• Achieved the 2022 sales target with a 12% increase and made the first global sale of a recently acquired product.
• Building and promoting strong, long-lasting customer relationships by partnering with them and understanding their needs and meeting them by cooperating with Product, Marketing, Logistics and Finance Teams. (Customers: Coca-Cola, İGA İstanbul Airport, Denizbank, Akbank, Nestle, Bayer, Pfizer, Nobel, Eagleburgmann, DowAksa, Anadolu Grubu, Yıldırım Group and many others).
• Presenting sales, revenue and profit reports along with realistic forecasts to the management team.
• Building a pipeline and tracking every stage of sales, including closing the deals.
• Specifying marketing campaign activities for each existing customer in the Corporate Market.
• Managing channels and developing partnership strategies with the digital products such as Pearson Online English, Versant Test, Pearson Professional Programs, and MondlyWORKS.
• Identifying emerging markets and market shifts while being fully aware of new products and competition status and informing Pearson Teams to take appropriate actions.

I started as a Level 0 Support Agent working for Turkey operations. After 2 years, I've reached Level 1.5 working for both Turkey and MENA operations. As part of a 6-member team, we successfully assisted over 15,000 individual customers annually.

Responsibilities included:

• Creating and managing onboarding process for customers,
• Providing support to external customers through phone, live chat, external ticket system and CRM,
• Understanding and escalating Level 2 cases to relevant global support teams and following up,
• Addressing extraordinary customer needs, such as creating custom written and video materials, providing on-field support, preparing custom Excel reports, etc., and helping to provide solutions for them,
• Working closely with the Global Developer Team to help them understand local customer needs,
• Joining test sessions of new platforms and providing feedback about the process.