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Work Background
Next Wave ServicesDirector of Operations
Sep. 2024South Carolina, United States
B2B RocketResolutions Manager
Mar. 2024 - Aug. 2024Remote-Promoted within a week.
-Ran a team of 8 Customer Service Managers in a start-up setting.
-Inserted policy to help the company succeed in providing world-class services to its users.
-Created knowledgebase articles and refined wording to prevent escalations from happening.
-Instated new SOPs to ensure customer satisfaction within our platform. -Leader of an international client success team for a B2B SaaS AI-based start-up. Wrote all SOPs and training methodology for best practices in onboarding-implementation-optimization for AI solutions and client success strategies. Manages all client resolutions, including deep-dive troubleshooting and guiding the dev team to needed platform enhancements based on client and client support team feedback. Conducts training sessions internally and client-facing for AI application practices.
-Reduced dispute losses from 90% to 10% within two months.
KennyDesignsWeb Designer
Nov. 2023 - Mar. 2024Alanya, Antalya, TurkeyDesign websites for small and large clients.
Silver AhmetWeb Developer/Online Store/Inventory/Social Media
Jun. 2023 - Nov. 2023Konya, Turkey• Developed and implemented a streamlined inventory system enabling tracking of products and materials across multiple warehouses, resulting in an improvement of online order accuracy of 95%.
• Utilized social media platforms to optimize customer engagement, increasing website visits by 75% and boosting online sales by 100%.
• Developed web store and shopping cart with payment gateway integration for customers to place orders easily.
• Designed and integrated an online store with a back-end Inventory Management System, resulting in a seamless customer experience.
KMG Consulting LLC.Remote Data Entry Specialist
Mar. 2020 - May. 2023Verona, New Jersey, United StatesIn my job role as Remote Data Entry Specialist:
I manage the entire payroll system of the firm involving developing spreadsheets for accounting projects and monthly payroll. I organize spreadsheets by accurately adding hours and pay rates to new and current employees. I provide prompt assistance to urgent and critical issues through e-mail and video conference software while properly addressing and resolving concerns. I review and process checks with absolute precision into multiple banks.
Highlights of Key Achievements:
• Streamlined accounting and payroll processes by efficiently using Excel, Word, and PowerPoint tools.
• Identified and resolved all technical issues related to VPNs and secure connections while updating the security protocols.
• Reconciled over 100 bank accounts and processed 50+ employees' payroll within the expected time frame on a monthly basis.
Cafe AmericanoOwner
Feb. 2018 - Apr. 2020Izmir, TurkeyIn my job role as Operations Manager:
I trained and mentored existing/new team members regarding hospitality standards and day-to-day operations. I ensured optimal productivity and efficiency via coaching existing employees about managerial roles and activities. I planned and implemented robust business strategies to improve monthly revenue swiftly. I set up multiple A/V systems for 4+ televisions on location.
Highlights of Key Achievements:
• Initiated the business from scratch while successfully achieving profit targets.
• Delivered best-in-class service experience to expand customer bases and ensure repeat business.
• Successful in acquiring an above satisfactory rating by maintaining food and customer service quality standards
• Single-handedly installed a security system, involving four security cameras on-location with cloud accessibility.
Trusource LabsSupport Specialist
Apr. 2016 - May. 2017Austin, TXIn my job role as Solutions Specialist:
I served as the solution specialist for the business, diagnosing and mitigating risks and technical issues on a daily basis. I supported the business users by setting up, maintaining, and repairing bugs and issues with cloud-based syncing service. I utilized a virtual FAQ Knowledge Base to acquire data and information from various resources as well as an updated and edited knowledge base. I coordinated with engineers and the owners to deliver high-quality technical service and support to the customers.
Highlights of Key Achievements:
• Achieved and maintained an average QA/CSAT score of 94%.
• Recognized for successfully managing the Dropbox business with 50+ calls and 150+ e-mails on a daily basis.
• Acted as a part of team comprising of developers and engineers involved in managing startups such as Nextbit, Nanit, and Pearl.
TangoeProvisional Specialist & Technical Support
Sep. 2015 - Nov. 2015Austin, TXIn my job role as Provisional Analyst & Technical Support:
I processed phone and device order submissions for major industry clients including ESPN, NBC, and VISA. I provided end-to-end mobile device technical support for the placed orders.
Highlights of Key Achievements: • Reduced failure rate by meeting and exceeding order management targets.
• Identified areas of improvement and suggested corrective actions to enhance operational efficiency
NexxLinxProject Manager
Feb. 2015 - May. 2015Austin, TXIn my job role a Customer Support & Project Development:
I delivered project assistance and technical support to a user base of state officials and teachers for the Pearson PARCC assessment test. I analyzed and efficiently troubleshoot complex software issues, leveraging best practices.
Highlights of Key Achievements: • Developed a knowledge base using MySQL, JavaScript, and HTML5 to facilitate team members and smoothly resolute potential issues.
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