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GÜLÇİN ONAY

Angestellt, Customer Care Corporate and Dealer Operations Department Manager, Avea Communication Services
İSTANBUL, Türkei

Fähigkeiten und Kenntnisse

Call center design
performance evaluation
recruitment
training project management /consultancy Operatio
design and establishment Strategic planning and b
competitor analysis and forecasting

Werdegang

Berufserfahrung von GÜLÇİN ONAY

  • Bis heute 19 Jahre und 6 Monate, seit 2006

    Customer Care Corporate and Dealer Operations Department Manager

    Avea Communication Services

    Responsible of the company's corporate and dealer call center and operations.Perform technical helpdesk, complaint management, telemarketing and backoffice activities

  • 2 Jahre und 2 Monate, Apr. 2004 - Mai 2006

    Consultant

    GO DIREKT Marketing, Sales and Customer Services

    Free lance consultant managing customer services/call center projects . performance diagnostic, evaluation, traiining, HR issues, telemarketing, CRM design, market researches

  • 5 Monate, Nov. 2000 - März 2001

    Senior vice president -Customer services and operations

    DOGUS HOLDING

    Designing and establishing e-bank call center and retail banking ops in line with business objectives within program management.Responsible for the etablishment of customer relationship management by alternatice delivery channels.

  • 2 Jahre und 11 Monate, Dez. 1997 - Okt. 2000

    Project manager, Call Center Assistant Manager

    BOYNER HOLDING

    Establishing a call center that wil serve company's customers with their store cards needs.Duties included evaluation of vendors for call center components, defining business requirements, designing the business processes, defining the organization, job descriptions, training, arranging recruitment

  • 1 Jahr und 4 Monate, Sep. 1996 - Dez. 1997

    Strategic Planning Specialist

    SISECAM Glassware Group

    Performed long and mid term strategic planning activities including financial modeling for glassware group by using specific methods (SWOT etc). Forecasting , environmental/competitor analysis, project evaluation, investment analysis, (palyed a key role in a Turkish-German Joint Venture Project) an

  • 1 Jahr und 3 Monate, Apr. 1995 - Juni 1996

    Logistics Coordination Manager

    Inchcape Retrans

    Played a key role to provide efficient liaison between various logistics departments and other internal operations of the company and with third party clients represented.Coordinated the business flow into and out of the warehouse and to the final customer ,organizing timely and accurate services to

  • 2 Jahre und 6 Monate, Nov. 1992 - Apr. 1995

    Marketing Specialist

    TOFAS OTO/FIAT AUTO

    Performed a range of planning activities for marketing department (long and mid term and monthly planning), forecasting, price positioning, market evaluation for domestic and imported brands on a range of models in the Turkish market for monthly management reports and budgeting.

Ausbildung von GÜLÇİN ONAY

  • 1 Jahr und 1 Monat, Aug. 1999 - Aug. 2000

    Master of Business Administration

    Koç University

  • 3 Jahre und 10 Monate, Okt. 1988 - Juli 1992

    Industrial Engineering

    İstanbu Technical University

Sprachen

  • Türkisch

    Muttersprache

  • Englisch

    Fließend

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