Umut Bora

Report operationally to Country GM and functionally to CEE Service Head. In addition to my role, I have held the positions of “Services-Spares Category”, “Transformation”, “Call Center” Manager positions in Turkey • Directed a team of 17+ in managing 106 Authorized Service points and 400 technicians, ensuring seamless operations for 80,000 repairs-installations annually, resulting in a significant boost in service efficiency and customer satisfaction. • KPIs and customer satisfaction metrics (NPS, CSAT,CES)

• With the team of 13+, 8 WC, 5 BC. Reported operationally and functionally to HQ-Italy • Headed to area managers, with over 200 service points - over 600 technicians, 85K repairs-installation • Identifying department improvement areas through KPI and Service Network (SLA) • Call Center Management (50K IB&OB calls, Initiated outsourcing tender) • Warehouse delivers 6K items/550K pcs annually, and returns 2K pcs FG annually • Financial management, owner of P&L and budget • Technical training organizations

• Managed 22+ cross-functional teams in Istanbul, Ankara, and Izmit, organizing departments (Technical, Billing, Service, Quality, Training, Planning, Purchasing, Logistics, Warehouse) controlling resources, and maximizing efficiency. Reported operationally functionality to Managing Director of Italy • The senior management holds general responsibilities and authority within the company, managing operational activities such as supply chain and customer services • Full P&L owner

• Managing, planning, and determining future goals for after-sales service organization with a team of 50+ in Istanbul – Ankara – Kayseri – İzmir • Call Center Management (60K calls a year) • Technical Service Management for all-around Turkey including 4 main offices in 4 cities, • Spare parts management. Coordinated to spar part follow with factories • Ensured coordination with Production, R&D, and Quality Control Departments • Budget and P&L management, responsibility

• Managed a team of 80+ in 2 locations, providing strong leadership and assisting in the development of a company's customer service policy. Driving future goals for the department, liaising with key strategies, • Call Center Management (400K calls a year), • Service management in Turkey, the door-to-door consumer service (300K products). Return product warehouse management (600K products). Ensuring product revision process, • Spare part warehouse management

• Responsible for technical and training organizations, supporting line managers, and ensuring efficiency and effectiveness by controlling technical and managerial responsibilities according to service organization structuring. Operated services action, technical support, training for export markets • Organized/moderated technical meetings for the service network, providing technical and training support to internal employees, covering 260 Authorized service points, 1.000 technicians

• Machine monitoring and project supervision, production control expertise. Crane, ship, port, container, vehicle damage assessment & commodities surveillance, Hull & Machinery, P&I Survey

• Ride operator of Roller Coaster. Operator training, health, and safety education for Roller Coaster

• Distributor of textile machines, domestic and abroad, correspondence with the company,