Over Ecem
I'm a Senior CX & Digital Transformation Consultant with over a decade of experience transforming customer experiences and driving operational excellence at industry-leading companies such as Booking.com, Getir, EY, Accenture, RAI Amsterdam and Kraft Heinz. My expertise lies in designing and implementing customized solutions (Zendesk, Tableau, Mixpanel), optimizing processes, and enhancing stakeholder collaboration to deliver measurable business impact. Fluent in navigating complex digital strategies and delivering exceptional results, I empower businesses to elevate their customer experience and operational performance.
Engels
Tweetalig / moedertaal
Turks
Tweetalig / moedertaal
Nederlands
Beperkte professionele capaciteit
Kan op locatie werken
Amsterdam (tot 50km)
Werkervaring
- XPRNZ ICT Consultancy,SOLUTIONS ENGINEERDIGITAAL BUREAU & IT-CONSULTANCYjanuari 2023 - Vandaag (3 jaren en 5 maanden)Amsterdam, NH, NetherlandsSpearheaded the implementation of Zendesk at RAI Amsterdam, optimizing customer service workflows across all departments. Tailored Zendesk solutions to align with RAI Amsterdam's specific operational needs, enhancing overall customer support processes. Conducted extensive staff training, ensuring effective utilization of Zendesk's capabilities. Served as a key liaison between business units and technical teams, driving continuous improvement in customer experience through Zendesk.
- GETIR,CUSTOMER EXPERIENCE MANAGER & Interim North Europe Customer Service ManagerE-COMMERCEjanuari 2022 - januari 2023 (1 jaar)Amsterdam, NH, NetherlandsAnalyzed customer feedback data to identify areas for improvement and enhance customer experience. Bridged communication between CX, Operations, Support, and Product teams to elevate customer support standards. Prioritized product enhancements to reduce contact rates, boost customer satisfaction, and increase operational efficiency. Managed the North Europe Customer Services team, overseeing vendor partnerships and ensuring alignment with company goals.
- BOOKING.COM,OPERATIONAL PROGRAM MANAGER & INTERNAL CONSULTANTjanuari 2019 - januari 2022 (3 jaren)Amsterdam, NH, NetherlandsLed the establishment of a 150-person Project Management Office (PMO) at Central Partner Services, overseeing tool development, process design, and implementation. Developed and implemented stakeholder management strategies, prioritization frameworks, and performance tracking systems. Directed the execution of PMO tools to optimize production processes and effectively manage organizational change. Collaborated with technical teams and governed reporting models for C-level executives.
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Opleidingen
- Industrial EngineeringSOUTHERN ILLINOIS UNIVERSITY2013Industrial Engineering
- Industrial EngineeringISTANBUL TECHNICAL UNIVERSITY2013Industrial Engineering