CAGLA BOZKURT
London,United Kingdom
Summary
Customer-focused professional with strong experience in fast-paced retail and hospitality, skilled in communication, problem-solving, and handling high-pressure situations. Recently expanded into IT support, applying the same customer-first approach to resolving issues efficiently.
Overview
2
2
years of professional experience
1
1
Certification
Work history
IT Service Desk Analyst
East London NHS Foundation Trust
London
05.2025 - Current
- Delivered first-line technical support to end users, ensuring minimal downtime and maintaining high customer service standards similar to fast-paced retail environments
- Logged, tracked, and resolved incidents through Service Now, prioritising requests effectively to meet agreed SLAs.
- Provided tailored solutions and empathetic support, mirroring customer-first approaches required in retail.
- Managed and tracked 300+ tickets per week in ServiceNow, consistently meeting SLAs and reducing backlog by 15%.
Waitress
Olea Social
London, United Kingdom
07.2024 - Current
- Provided excellent customer service by greeting and interacting professionally, addressing inquiries and resolving complaints courteously and maintained a clean and organised environment
- Communicated with kitchen staff and collaborated with colleagues to ensure smooth service and accurate delivery
- Used softwares such as Blinq POS and OpenTable to manage orders and inventory levels. Developed hands-on experience with digital hospitality software, ensuring accurate data entry and smooth customer service operations. Gained practical IT skills through daily use of these platforms and resolving basic technical issues in a fast-paced environment.
Assistant at EMEA Rates and Credit Middle Office
UBS
London, United Kingdom
06.2023 - 06.2023
- Assisted with research and analysis by gathering relevant data using software such as Excel and Bloomberg to update trade and P&L reports
- Participated in project coordination by collaborating with team members, ensuring smooth execution of projects
- Organised meeting and conference calls via Microsoft Teams and supported daily operations and with accurate reporting of trade and transaction related information
- Provided timely and effective support to customers, who had IT-related queries.
- Delivered clear, jargon-free technical guidance to customers, enhancing customer satisfaction and confidence.
- Maintained accurate records of support requests and solutions using internal data base.
Education
BA - Social Sciences
King's College London
09.2024 -
A Levels - Sociology, Business, Media, Turkish
The Bridge Academy
09.2022 - 06.2024
GCSEs -
The Bridge Academy
09.2017 - 06.2022
Skills
- Communication
- Sales
- Adaptability to different softwares
- Problem-solving skills
- Data analysis capabilities
Languages
Turkish
Native
Certification
Certificates for Health and Safety, Oustanding Guest Service, Food Allergens and more.
References
References available upon request.
EXTRA-CURRICULAR ACTIVITES
Candidate at The Telegraph Media Literacy Programme from 01/03/23-31/03/23
Timeline
IT Service Desk Analyst
East London NHS Foundation Trust
05.2025 - Current
BA - Social Sciences
King's College London
09.2024 -
Waitress
Olea Social
07.2024 - Current
Assistant at EMEA Rates and Credit Middle Office
UBS
06.2023 - 06.2023
A Levels - Sociology, Business, Media, Turkish
The Bridge Academy
09.2022 - 06.2024
GCSEs -
The Bridge Academy
09.2017 - 06.2022
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