CV

Professional Summary

Born in Antalya, 1986. Earned her BA degree in visual communication design from Istanbul Bahcesehir University on scholarship and MA degree in communication studies from Antalya Akdeniz University. Specialized in User Experience and User Interface Design in Berlin Ironhack UXUI Bootcamp on full scholarship.

 

Worked at Booking.com customer service department as a Training and Quality Specialist for several years. Provided coaching, mentoring, training and quality audits, focusing on employee development for better customer experiences. 

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Nature lover, traveller, explorer, volleyball fan, activist, informal caregiver, educational volunteer, transnational, problem solver, fighter, woman. 

Skills

UXUI Design  Customer Success     Digital Marketing    Branding 
Project Management 
Quality Monitoring  Data Analysis    Coaching   

Customer Service Tools:   Ticketing Systems; Zendesk, Jira, TED, Tableu

UXUI Design:  Survey Design, Field Research, User & Stakeholder Interviews, Qualitative & Quantitative Data Collection, Interviewing, Customer Journey Mapping, Usability Testing, Wireframing, Prototyping, Persona Development, User Flows, Design Tools: Adobe XD, Sketch, lnVision, Principle. Adobe Creative Suit

Digital Marketing: SEO, Google Analytics, Ads, Social Media Campaign Management (facebook, instagram ads), Copywiritng.

Work Experience

2021 - Present, Trade Republic Services GmbH

Customer Excellence Team Manager

  • Day-to-day supervision of online marketing clients support team

  • Ensuring performance metrics are achieved by providing adequate coaching, motivation and accountability.

2020 - 2021, Facebook Customer Experience Services, Berlin

Customer Support Team Leader

  • Day-to-day supervision of online marketing clients support team

  • Ensuring performance metrics are achieved by providing adequate coaching, motivation and accountability.

2017-2019, Booking.com, Berlin

Customer Service Quality Coach

  • Optimized customer interactions and satisfaction by reviewing and reporting on the performance of 200+ employees per month.​

  • Enhanced interaction quality by identifying key areas for improvement and implementing relevant solutions.

  • Promoted the development of a positive and knowledgeable work environment by overseeing onboarding, mentorship, development, feedback, coaching, and training for 50+ new hires.

2015-2017, Booking.com, Berlin

Customer Service Executive

  • Liaised between the guest and accommodations

  • Delivered a high level of customer service

  • Assisted partners how to use the system and promotional tools to boost their sales.

Education

2020

Ironhack Coding School, Berlin

2012-2014

Akdeniz University Social Sciences Institute, Antalya

2003-2008

Bahcesehir University Communication Faculty, Istanbul

Publications 

The representation of Turkey Rooted Women in German Cinema: From the victims of Silver Screen to Pleasure of Hybridism

Published Book - Available on Amazon

Published Journal - Global Media Journal Spring 2015 Issue

Conference Talk - Fifth International Conference on the Image and the Image knowledge community, Berlin, October 2014