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Startup Founder
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C-level Executive
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Turkey
Work Background
Dell TechnologiesSr Manager, ISG Global Demand/Supply Planning | Escalation & Exception Management
Oct. 2022Franklin, Massachusetts, United States• Global Team Leader of 10 direct reports, managing 24/7/365 Service Parts Exceptions and related Escalation management for Dell’s ProSupport Plus mission-critical Customers on an international scale. • Manage Outsourced Labor Vendor (Capgemini) for ~15 years. Responsible for strategy & process oversight of a 7x24x365 parts dispatch exception management team of ~35+ based in Noida, India. Including forecasting, spend, and efficiency cost-reduction initiatives. • Oversee demand/supply backlog management leveraging vendors (3PL), ensuring parts availability and operational continuity for global enterprise customers supporting Same Business Day & Next Business Day warranty support contracts. • Enhanced customer satisfaction by resolving high-priority escalations and maintaining service-level agreements (SLA). • Spearhead process optimization and transition management supporting various complex IT system upgrades minimizing customer disruptions and aligning with business goals and strategy, maintaining high level of support while integrating new processes and systems seamlessly. • Oversight of 7x24x365 on-call support as needed on a global scale, including nights, holidays, and weekends
Dell TechnologiesManager, Logistics Escalation Team | HES Demand Supply Planning & Escalation Mgmt
Dec. 2018 - Sep. 2022Franklin, Massachusetts, United States• Americas Team Leader of 10 direct reports based in Franklin MA, managing 24/7/365 Americas Service Parts Exceptions and Escalation management including support for US Federal customers. • Enhanced customer satisfaction by resolving high-priority escalations and maintaining service-level agreements (SLA). • Supported team through various organizational challenges, system transitions, in a rapidly changing fast paced environment with minimal supervision.
Dell TechnologiesBusiness Process Manager | Logistics Support Group AMER | EMC Customer Services
Jul. 2014 - Dec. 2018Franklin, Massachusetts, United States• Designed business process improvements for service logistics in the Americas, reducing costs and enhancing efficiency. • Collaborated with teams to streamline logistics support exception management, driving customer satisfaction • Implemented Salesforce.com Queue Management Tool and related tools, processes, supporting the Americas Logistics Support Group • Supported transition management during EMC’s integration with Dell, aligning processes with strategic objectives.
Dell TechnologiesAssoc. Prod/Material Planner | Logistics Support Group | EMC Customer Services
May. 2011 - Jul. 2014Franklin, Massachusetts, United States• Managed escalations related to service logistics part orders via email, phone, and chat communication channels • Planned inventory to ensure parts availability for customer demands, leveraging third-party logistics (3PL) and various tools to support operational continuity for EMC's Mission Critical Enterprise Same Business Day (4HR) customers • Contributed to system integration testing and process optimization for logistics enhancements.
Dell TechnologiesSr. Distribution Coordinator | Team Lead - Shipping & Receiving | EMC Customer Services
Oct. 2008 - May. 2011Franklin, Massachusetts, United States• Team lead for warehousing and distribution center operations ensuring efficient warehouse inventory accuracy, timely inbound receipts, outbound replenishment shipping, including customer Next Day Priority Overnight shipments. • Managed escalations related to shipping delays, collaborating with teams to maintain service standards. • Found most cost-effective ship method and carrier to fulfill daily planner service parts replenishments & customer orders to meet targets working with various 3PL rate shop tools (FedEx, DHL, UPS, DB Schenker, Pilot Freight, and various carriers) to support outbound service parts replenishments • While in role, Forklift Operator license certified (currently expired), IATA Dangerous Goods Handling Certification (currently expired), trained in International Import/Export Documentation, primarily exporting replenishments to 3PL Network into Canada, Mexico, and to EMC’s CDC in Cork, Ireland.
CVS HealthNight Shift Supervisor
Jan. 2007 - Dec. 2007Pawtucket, Rhode Island, United States• Respected and recruited by the store manager for the CVS management training program
• Provided outstanding customer service while managing cash handling and general store upkeep during the night shift.
• Maintained organized shelves & refrigerators, ensuring smooth shift turnover for day staff.
McDonald'sAssistant/Shift Manager, McOpCo Boston Region
Jun. 2005 - Jun. 2013Greater Boston Area• Operational Management: Oversaw restaurant operations, including P&L, truck orders, scheduling, training, & food cost. • Customer Service: Maintained high service standards, motivating teams to meet shift goals. • Service Delivery: Ensured clean, quality, and fast service for customers. • Regional flexibility: Primarily based in Seekonk MA; however, provided significant coverage within the McOpCo Boston Region; wiling to travel to various stores across MA/RI; supporting the training program for New Store Openings; as well as ad-hoc management coverage. • 3 years Full-time; 5 years Part-Time (Nights/Weekends)
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