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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 ENGINEER
    DIGITAAL BUREAU & IT-CONSULTANCY
    januari 2023 - Vandaag (3 jaren en 5 maanden)
    Amsterdam, NH, Netherlands
    Spearheaded 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 Manager
    E-COMMERCE
    januari 2022 - januari 2023 (1 jaar)
    Amsterdam, NH, Netherlands
    Analyzed 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 CONSULTANT
    januari 2019 - januari 2022 (3 jaren)
    Amsterdam, NH, Netherlands
    Led 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 Engineering
    SOUTHERN ILLINOIS UNIVERSITY
    2013
    Industrial Engineering
  • Industrial Engineering
    ISTANBUL TECHNICAL UNIVERSITY
    2013
    Industrial Engineering

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