İpek Özcan

* To coordinate and resolve the customer complaints both for sales and aftersales at VAN departmant. * Follow-up of the complaints handled at dealerside. * Handling the customer complaints from Fleets/KA's. * Support to initate Customer Relationship Menagement activities at aftersales. * Managing and planning the Customer Care budget. * Regular reporting of the customer complaints. * Continuous feedback to CRM project group about Call Center optimization.

- Sales & Trading Department * Preparing of tender presentations. * Entering tender’s data into SAP and ITS System(ERP System of Actavis). * Updating of actual sales and sales forecast on overall budget report. * Analyzing of the company’s current situation and market situation.

o Creating a database for Customer Relationship Management (CRM) of Used1&EL2. o Creating a database for Customer Satisfaction Index (CSI) of Used1&EL2. o Preparing the daily reports for vehicles in stock of Used1. o Preparing the weekly reports for trade-in performance of Used1. o Assisting the operational processes of the department. o Follow-up of the given offers to dealers. o Regular controlling of the dealers commission invoices.

Thesis: Entrepreneurship within Business and Generations / Istanbul University - June 2014