English
VOLKAN ATBAS
Customer Success Manager / Head Of Operations
Istanbul
Summary
Experienced Product owner with over 3 years of experience in SaaS solutions. Excellent reputation for product management. Experienced Customer Success and Head of Operations bringing 10 years of quality performance in customer support supervisory roles. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
13
13
years of professional experience
9
9
years of post-secondary education
4
4
Certifications
Work History
Customer Success Manager
Steinweg Online
04.2022 - Current
- Assisted clients with use of modules including commodity finance, inventory management, warehouse management, and order tracking.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Created customer support strategies to increase customer retention.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Utilized customer feedback to inform changes and improvements to customer success plans.
Customer Success Lead
inavitas Enerji
02.2021 - 04.2022
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
- Managed technical integration, systems engineering program management, customer support and program management.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Attended trade shows and seminars to promote products and network with industry contacts.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Created customer support strategy to increase customer retention.
- Facilitated penetration of key accounts via strategic planning initiatives.
Head of Operations and Customer Service Manager
Flexigo - Information Technology and Services
06.2017 - 01.2021
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email and ticketing module
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Followed through with client requests to resolve problems.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Devised and published metrics to measure organization's success in delivering world class customer service.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Monitored customer service operations to assess agent performance and provide feedback.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Head of Operations and Product Owner
Vektör Mobility
09.2016 - 01.2021
- Oversaw entire product deployments from vision and creation to rollout and delivery.
- Owned and prioritized product backlog.
- Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
- Focused on building critical features up front in order to identify constraints and technical challenges.
- Coordinated with software developers to create custom applications and trackers to achieve client goals.
- Collaborated with development team on JIRA services and tasks.
- Allocated and approved team resource usage.
- Documented each step in product's design process for use in manuals.
- Suggested enhancements to product design that would improve user experience.
- Identified changes in project scope and modified job schedule accordingly.
- Managed multiple projects effectively in demanding environment with tight deadlines.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Leaded Technical Support and Customer Service Departments Prepare Customer Service process documents
- Follow up KPIs for continuous performance measurement and define improvement needs
- Join SCRUMs for Vektor Mobile App, company website
- Leaded start-up projects
- Overseeing daily business operations
- Prepared workflow documents for in-house mobile apps and collaborate with Mobile Develepors
- Collaborate Back-end Develepors for integrating new products /protocols
- Communicated with local and global vendors
- Managed Technical Service network
- Project that assigned: Garenta MOOV, Hedef Filo Tiktak, Renault Clio Connected Car, Shell, Hedef Alliance, Opet, Fiat Yol Yardım, TEB Bankası Personel Servis Yönetim Sistemi, Garanti Bankası Personel Servis Yönetim Sistemi.
Supervisor
Pozitif 7/24 Canlı Destek Hizmetleri / Turkcell Webchat
09.2011 - 06.2016
- Webchat Operation Management
- Followed up KPIs for continuous performance measurement and defined improvement needs
- Head count and turn over management
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Interviewed, hired and trained new employees for production positions.
- Worked with management team to implement proper division of responsibilities.
- Supported safety officer to enforce regulations, laws and established policies throughout operational stages.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Monitored workshop work flow for over 200 employees.
- Maintained compliance with company policies, objectives and communication goals.
- Audited and documented processes and procedures for new accounts department.
- Analyzed equipment breakdowns using various troubleshooting methods.
- Evaluated employee performance and coached and trained to improve weak areas.
- Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Education
Bachelor of Science - Economics
Marmara University
Bahçelievler / İstanbul 01.2006 - 06.2010
High School Diploma -
Yasar Dedeman High School
Sarıyer / İstanbul 01.2001 - 06.2005
Skills
Client service optimization
Languages
Very Good
Certification
Cyber Security Awareness, SoSafe
Hobbies
Trekking
Camping
References
-Gökhan Batar, COO, inavitas Enerji, 05301002296
-Kerem Tiryakioglu, CEO, Vektor Mobility, 05323677973
-Ömer Lütfi Önen, Head of Operations, Pozitif 7/24 Canli Destek Hizmetleri, 05305671040
-Bülent Vatansever, Outsource Manager, Turkcell Global Bilgi, 05325550128Timeline
Cyber Security Awareness, SoSafe
07-2024
Customer Success Manager
Steinweg Online
04.2022 - Current
Leadership Foundations and Mindsets, LinkedIn
04-2021
Strategic Thinking, LinkedIn
04-2021
Customer Success Lead
inavitas Enerji
02.2021 - 04.2022
PMI Project Management Training
08-2020
Head of Operations and Customer Service Manager
Flexigo - Information Technology and Services
06.2017 - 01.2021
Head of Operations and Product Owner
Vektör Mobility
09.2016 - 01.2021
Supervisor
Pozitif 7/24 Canlı Destek Hizmetleri / Turkcell Webchat
09.2011 - 06.2016
Bachelor of Science - Economics
Marmara University
01.2006 - 06.2010
High School Diploma -
Yasar Dedeman High School
01.2001 - 06.2005
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