Payment Systems
Yusuf Ongun
Head Of Operations
Istanbul
Summary
Experienced Head of Operation with 18 years of success in designing customer-oriented programs and developing high performing service-oriented teams in different countries. Proven track record in creating scalable customer service, risk, fraud, payment operations infrastructures and leveraging social media to nurture relationships with customers.
Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth.
Excellent reputation for resolving problems and improving customer satisfaction.
Dedicated, professional with a history of meeting company goals utilizing consistent and organized practices.
Skilled in hard working under pressure and adapting to new situations and handling mission critical challenges to best enhance the organizational brand.
A mature management perspective that transforms its departments into human resources suitable for the corporate culture and gains the talents that will provide resources to important points within the organization.
Overview
28
28
years of professional experience
10
10
years of post-secondary education
9
9
Languages
Work History
Consultant
The Joy Consulting
03.2024 - Current
- Worked on Rapid Mule, LeadSnip, ISC Industries Projects as consultant.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Worked on communication between team members to improve collaborative and supportive work environment.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
Chief Operations Officer
Paytrek Odeme Kurulusu Hiz. A.Ş.
09.2023 - 03.2024
- Streamlined operations by implementing process improvements and optimizing resource allocation.
- Ensured compliance with industry regulations, maintaining strong relationships with regulatory bodies and implementing necessary updates to internal policies.
- Supported business growth through strategic planning and process development.
- Improved supply chain efficiency by negotiating favorable contracts with vendors and streamlining inventory management processes.
- And cross-departmental collaboration.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Formulated and executed strategic initiatives to improve product offerings.
- Oversaw day-to-day operations to keep organization running smoothly while meeting business goals.
Head of Operations
BetBull (Sosyal Yazilim)
04.2016 - 07.2022
- In charge of 9 direct reports and a total of 50+ employees in 3 different countries(Ukraine, Malta, and The UK).
- Reached over %99 SLA for chats/emails, %90 for KYC and %95 for payments.
- Built-up teams in Kyiv, UK and Malta for Customer Service, Fraud, Risk, KYC, Payment, AML, Compliance, DPO, and Safer Gaming to be a competent team to meet company and regulatory expectations. Have been responsible for all the departments performance and goals.
- Prepared strategic plans and successfully executed business plans for the operations department.
- Reported to the executive team on a daily, weekly and monthly basis.
- Successfully managed mission critical operations.
- Achieved high satisfaction and performance level with low cost and limited team capabilities that helped to be open and attractive to new investors.
- Continuously improved technology of operations in different time periods.
- Managed 3rd party communications.
- Decreased hotline issues and damages of these issues %60.
- Contract management for 3rd party agreements in terms of operational and business benefits view and feedback.
- Drove operational improvements which resulted in savings and improved profit margins.
Head of Operations
tuttur.com / S. Sans Oyunlari A.Ş.
10.2009 - 09.2017
- In charge of 3 direct reports and a total of 30+ employees.
- Reached over %99 SLA for chats/emails, %94 satisfaction and %95 for payments.
- Built-up a small team in Istanbul for customer support&payment at the beginning then, enlarged it to be a competent team to meet company and regulatory expectations. Have been responsible for all the processes including hiring, training, and monitoring.
- Contributed company growth with outbound retention, reactivation, and VIP management calls.
- Created and managed an in-product social phenomenal project which dramatically increased social usage of the brand. That also has been big marketing material which helped %45 growth of the company in terms of market share. Which also influenced competitors to start similar approaches.
- Managed hotline process to increase uptime of product and customer satisfaction.
- Drove operational improvements which resulted in savings and improved profit margins.
- Reported to the executive team on a daily, weekly and monthly basis.
Business Solutions Analyst
i-con Technologies
12.2007 - 08.2009
- Developed and maintained long-term relationships with clients (Tofaş-Fiat Turkey, Coca-Cola, Novartis, Global Bilgi etc.), fostering strong service bonds and encouraging return patronage.
- Optimized system and platform performance capabilities in the most efficient, practical way possible.
Callcenter Manager
ES Media
07.2004 - 11.2007
- In charge of 2 direct reports and a total of 10+ employees in Cyprus.
- Reached over %99 SLA and %95 satisfaction rates.
- Prepared strategic plans and successfully executed business plans for the operations department.
Call Center Technical Support Agent
Turkcell Global Bilgi (Superonline, Digiturk, Turkcell)
06.1999 - 11.2002
- Selected for the first Multi-Agent project created here, and according to the density, answered the calls of Turkcell (GSM Operator), Digiturk (Prepaid TV Platform), and Superonline (ISP).
Technical Service Manager
Big-Bang Computer
03.1997 - 06.1999
- Played key role in ongoing service centre design, reevaluation and optimization to keep pace with company growth.
Education
Barchelor's - Economics
Anadolu University
09.1999 - 08.2004
High School Diploma -
STFA Anatolian Tech. High School (Software Dev.)
09.1993 - 06.1998
Skills
Operation Management
Strategic Planning
Project Management
Coaching and Mentoring
Team Management
Budget Planing
Risk&Fraud&KYC&Payment
Customer Relations
Software
Proactive Chat/Chat Robots
Casino, Sport Betting and Trading Tools
Customer Management Tools
Risk&Fraud&KYC Tools
Analytics Tools
CRM Tools
Reporting Tools
Hobbies
Reading about history, technology, manga and economy.
Trekking
Cycling
Movies and stage
Languages
English (Professional)
Italian (Elementary)
Turkish (Native)
Timeline
Consultant
The Joy Consulting
03.2024 - Current
Chief Operations Officer
Paytrek Odeme Kurulusu Hiz. A.Ş.
09.2023 - 03.2024
Head of Operations
BetBull (Sosyal Yazilim)
04.2016 - 07.2022
Head of Operations
tuttur.com / S. Sans Oyunlari A.Ş.
10.2009 - 09.2017
Business Solutions Analyst
i-con Technologies
12.2007 - 08.2009
Callcenter Manager
ES Media
07.2004 - 11.2007
Barchelor's - Economics
Anadolu University
09.1999 - 08.2004
Call Center Technical Support Agent
Turkcell Global Bilgi (Superonline, Digiturk, Turkcell)
06.1999 - 11.2002
Technical Service Manager
Big-Bang Computer
03.1997 - 06.1999
High School Diploma -
STFA Anatolian Tech. High School (Software Dev.)
09.1993 - 06.1998