Elif Serife Dagci
Customer Service
Edmonton
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Operations Customer Service Specialist
BilgeAdam Technologies
Istanbul
2023.08 - 2024.01
- Employed at BilgeAdam Technologies as Outsourcing Agent for Moovit, prominent Mobility as Service (MaaS) solutions provider and developer of leading urban mobility app.
- Using Zendesk to comprehend and address customer requests and complaints, offering clear and solution-oriented responses. Handling customer support for South America.
- Investigating potential causes of malfunctions (bugs) and providing data-driven solutions. Leveraging Tableau for data gathering to identify root causes and employ JIRA for effective communication within team, sharing data and detailed descriptions.
- Contributing to various tasks related to Moovit App features, such as mapping public transport lines globally, rearranging stops, schedules, and fare information, as well as updating SEO pages and creating new and popular Points of Interest (POIs).
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Getir Perakende Lojistik A.Ş.
Istanbul
2021.09 - 2023.07
- Getir is a unicorn company and a billion-dollar startup, recognized as world's first ultrafast grocery delivery service, serving customers in both Europe and America.
- - Preparation of care calls reports for Spain, Portugal, and Italy
- - Submission of claim forms to clients.
- - Administering Invoice requests made by customers
- - Managing entire process of data deletion requests made by customers Spain, Portugal, and Italy
- - When requested, send reimbursement letter to customer service agents.
- - Deactivating and activating agent accounts (Gmail, Slack, panel, Ujet and Kustomer)
- - Managing incidents allocated to me in fraud-cs-error-incorrect-check-notifications and management-hq_tp-south_eu channels.
- - Administering entire process of police requests for card fraud and data requests
- - Preparation of excel for product problems that do not have an image and sending to supplier for localization.
Translator/Interpreter-Executive Assistant
RECON E&C Turkey
Istanbul
2019.11 - 2021.03
- Participation in daily client interviews via Zoom.
- Translation of internal company documents within established deadlines.
- Translation of internal company documents within deadlines.
- Simultaneous interpretation experience.
- Translation of texts of various subjects with high quality level.
- Conducted interviews and interpreting for our clients.
- Interpreted conference calls and work communications in real time.
- Taking minutes during meetings.
- Receiving and directing phone calls and distributing correspondence.
- Reviewed final works to spot and correct errors in punctuation, grammar, and translation.
- Applied cultural understanding to discern specific meanings beyond literal written words.
Volunter Animal Care Assistant
Yedikule Animal Shelter
Istanbul
2019.03 - 2019.08
- Responsibilities included feeding, grooming, and ensuring clean and safe environment.
- Provided hands-on assistance during adoption events, contributing to successful matches between animals and potential owners.
- Participated in daily health checks, administered medications as needed, and supported overall welfare of sheltered dogs.
Interpreter-Translator/Executive Assistant
Mulberry Proje Ve Dis Ticaret A.S.
Istanbul
2018.12 - 2019.10
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
- Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person.
- Answered high volume of phone calls and email inquiries.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
Medical Interpreter
Centrium Medical Center
Istanbul
2018.09 - 2018.11
- Streamlined patient and provider interaction by providing channel of effective communication.
- Explained hospital policies and procedures to provide assistance to patients with limited English proficiency.
- Translated procedural information to facilitate understanding between doctors and patients.
- Translated documents about treatment directions and helped non-English speaking patients fill out medical forms.
- Interpreted services to families during process of scheduling initial visit and coordination of ongoing treatment.
Spanish Interpreter
Acun Media
Las Terrenas
2018.07 - 2018.09
- - Simultaneous interpretation to editors for competition programme (Such as Exathlon Colombia, Telemundo and Mexico) in Dominican Republic.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Maintained message content, tone, and emotion as closely as possible.
- Interpreted conversations between foreign language-speaking clients and others.
Spanish Interpreter
Kolan International Hospital
Istanbul
2018.03 - 2018.06
- Served as medical interpreter for patients and staff clinical encounters by delivering accurate, skilled interpretations to facilitate effective communications.
- Followed ethical codes to protect confidentiality of patient medical information.
- Translated documents about treatment directions and helped non-English speaking patients fill out medical forms.
Receptionist
Alfred Concierge Services
Istanbul
2017.06 - 2017.09
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed multiple tasks and met time-sensitive deadlines.
- Confirmed appointments, communicated with clients, and updated client records.
- Corresponded with clients through email, telephone, or postal mail.
- Maintained visitor log for entering and leaving facility for security purposes.
Volunter Tourist Guide
Istanbul Metropolitan Municipality
Istanbul
2014.06 - 2014.09
- Guided groups of up to 5 people on scheduled tours.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Provided suggestions and recommendations for activities, restaurants and accommodations to keep customers entertained after tour hours.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
Education
Bachelor of Arts - Spanish Language And Literature
Istanbul University
Istanbul, Turkey 2014.09 - 2019.05
Erasmus Exchange Program - Spanish Language And Literature
University of Castilla-La Mancha
Ciudad Real, Spain 2017.09 - 2018.02
Skills
English
Timeline
Operations Customer Service Specialist
BilgeAdam Technologies
2023.08 - 2024.01
Customer Service Representative
Getir Perakende Lojistik A.Ş.
2021.09 - 2023.07
Translator/Interpreter-Executive Assistant
RECON E&C Turkey
2019.11 - 2021.03
Volunter Animal Care Assistant
Yedikule Animal Shelter
2019.03 - 2019.08
Interpreter-Translator/Executive Assistant
Mulberry Proje Ve Dis Ticaret A.S.
2018.12 - 2019.10
Medical Interpreter
Centrium Medical Center
2018.09 - 2018.11
Spanish Interpreter
Acun Media
2018.07 - 2018.09
Spanish Interpreter
Kolan International Hospital
2018.03 - 2018.06
Erasmus Exchange Program - Spanish Language And Literature
University of Castilla-La Mancha
2017.09 - 2018.02
Receptionist
Alfred Concierge Services
2017.06 - 2017.09
Bachelor of Arts - Spanish Language And Literature
Istanbul University
2014.09 - 2019.05
Volunter Tourist Guide
Istanbul Metropolitan Municipality
2014.06 - 2014.09
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