Vestel Trade Inc. (Consumer Electronics Export Leader Company)
April 2013
to March 2018
Full-time
Manisa
Turkey
Managed various process improvement and IT projects related to customer experience
Owned performance management product, for which I led the product discovery, created prototypes, helped a 3-people team to develop the product, and track the outcome of the product.
Became a key user for 3rd party systems and help to improve usability and efficiency for the client; including ACD system (Alo-Tech), BI tools (QlikView, BIME), Speech Analytics (Sestek), and Workforce Management software (Aspect).
Researched and reported several subjects about customer engagement. In 2017, I became one of the speakers at the customer service industry summit (Müşteri Hizmetleri ve Deneyimi Zirvesi) for a study I led on behalf of Vestel. (see: https://www.musterihizmetlerizirvesi.com.tr/2017/#speakers)
I took the initiative and developed a Workforce Scheduling Model from scratch for the call center by using mathematical models with free tools and add-ons. The call center used this solution for 3 years with splendid results.
