Hamdi Çetinbağ

• Conception and design of websites • Monitoring, optimization & analysis of existing websites • Design and conception for print, web and other digital media • Consulting • SEO • Creation of templates in Microsoft PowerPoint, Word and Excel

• Responding to customer inquiries on behalf of corporate executives including Amazon CEO, VPs, Directors, Legal, Public Relations and other Senior Leaders within the company. • Identify and escalate root cause issues that impact customer experience. Additionally, drive process improvement initiatives to implement lasting solutions for all customers. • Communicating effectively with other departments in researching complaints and acting as a customer service resource.

• Responding to customer inquiries and managing complaints, troubleshooting significant customer service problems, and providing product and service information. • Respond to customer inquiries and provide first contact resolution of customer issues via Twitter. • Deliver timely and accurate responses to customer questions and requests

• Creating Overview of Non-Calls-Tasks and Implementation into NICE IEX WFM • Coordination, implementation and Roll Out of Non-Call-Tracking Tool • Processing and consolidation of data from different locations • Implementing Non-Call-Tracking Tools in 2 Test teams • SmartSync Data Export & Import • Supporting Implementations in NICE IEX WFM • WFM Support

• IT Coordination regarding Hardware and Software between Head Office Julius Blum GMBH and Blum TR • Software and Hardware Maintenance • Planning and preparing IT-related Training • End User Support • Provider Management • Supporting HR • Supporting Accounting • Reporting • Purchasing Specialist

• Support of the Operations Manager • Shift planning for all customer service and sales agents • Analysis of employee data, shift plans, forecasting and exceptions with WFM / Web tool • Administration of employee data, fallback reporting and fallback - real-time monitoring with CMS Supervisor software • Administration/analysis of historical agents and market statistics with Hyperion • Annual holiday planning and administration of annual holidays • Creating, updating schedules and personnel planning

• Responsible for the Skilling of the employees • Agent skilling according to current or expected call volume • Real-time monitoring of call volume and employee activity to increase call center productivity • Break planning and exceptions entry

• Helpline function to support agents • Queue processing • Approve and schedule agents vacation requests, breaks, and lunchtimes in Collaboration with Operations • Prepare attendance, production, and quality trend reports • Handling Customer Escalations

• Responding to customer inquiries regarding General flight reservations, direct sales, Information about products and services. • Managing accounts for Lufthansa frequent flyers • Supporting Travel Agencies

• Planning of art and entertainment activities • Development and implementation of an entertainment program for an excellence hotel and leisure club. • Budget negotiations with providers of entertainment packages • Personnel management including training and recruitment • Liaise with the hotel management team and their staff. • Duty Manager on weekends

• Management of the entertainment program (sports programs, music animation, and fitness) • Look after the equipment and the facilities • Accompaniment of excursions • Listen to and chat with the guests (Guest Contact)