Hakan Ermis

Creating operational process for a new project of ERKA and Turkish Airlines. Planning of training process of the new team members and their adaptation to the company processes and customer service

Managing key client projects and develop detailed sprint plans by coordinating with internal departments. Tracking the performance of each project and report to management in a periodic basis

Managing team leaders to improve customer service and making action plans with other department managers. Ensure the retention of profitable customers through providing added value to their customer experience

Training staff in areas of customer service and company policies. Ensuring all team members are achieving their KPI’s daily Proactively assisting and implementing order process improvements

Provide periodical KPI reports to CS managers and determine the problematic issues. Create bug reports and tasks and advise developments for advanced customer support level

Dealing with customer requests provided by ticketing system, e-mail & client phone calls. Review pending orders and specific customers requests to ensure excellent customer service and customer experience