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Work Background
TPOperations Supervisor
Jan. 2024İstanbul, TürkiyeLed a high-performing team of customer service agents, consistently exceeding performance targets and quality benchmarks in a fast-paced, metrics-driven environment. Achieved and sustained top-tier KPI results including CSAT, AHT, FCR, and adherence, positioning the team among the top 10% across the operation. Conducted weekly performance reviews and data-driven coaching sessions, resulting in a 15% increase in individual agent productivity and a 20% improvement in first contact resolution within six months. Delivered real-time feedback and personalized development plans, helping underperformers improve and top performers advance—5 agents promoted under my leadership. Performed quality audits on customer interactions, ensuring over 98% compliance with company policies, tone of voice, and data privacy regulations. Cultivated a transparent and supportive team culture, leading to a notable rise in employee engagement scores and a 30% reduction in attrition over two quarters. Collaborated cross-functionally with QA and Ops teams to identify performance trends and roll out actionable improvement strategies, directly contributing to higher CSAT scores and lower repeat contact rates.
Aedilis MediaOrtak Kurucu
Dec. 2023Eyüpsultan, İstanbul, TürkiyeDemonium Nihil (Music)
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