Mustafa Kaynak

• Provide quick and effective responses to customer questions

through live chat platforms

• Offer information about products, services, or processes
• Understand customer needs and provide relevant

recommendations

• Assist customers with technical issues and provide troubleshooting

steps.

• Manage challenging situations effectively while maintaining

customer satisfaction.

• Listening to customer needs and helping resolve complaints to

maintain customer loyalty

• Sustaining a consistent communication with external marketing

teams

• Discussing communicate targets, revenues and strategies
• Creating and presenting monthly performance reports
• Establishing varied KPIs to meet set deadlines and deliver high

quality work

• Preparing a training kit and delivering trainings to the new

employees and supervising them

• Supervising 7 staff daily through formal supervision processes
• Performing quality assurance on staff work and dealt with issues of

poor performance following company guidelines and procedures

• Conducting regular performance reviews, team meetings and buzz

sessions

• Increased the first-call resolution rate by 30% within six months by

streamlining processes, providing targeted coaching to agents, and

fostering strong communication among team members

• Led a team of 7 agents to exceed quarterly sales targets by 15%

A 22% increase in customer satisfaction ratings within six months

• Dealt with inbound/outbound calls, webchats, emails and other

support channels to deliver the best customer service

• Maintained and achieved the monthly goals
• Provided phone calls & completed the investments of the clients.

Analysed complaints, performed the right corrective actions and

instructed staff

• Collected customer feedback about products from varied platforms

and reported to relevant team members

• Maintained working knowledge of company products, services and

systems to correctly answer customers queries

• Established and maintained excellent relationships with customers,

handling enquiries directly or escalating to other team members

• Updated and maintained customer profile information using

information gathered from customer involvement projects

• Dealt with external and incoming mail and distributed to

appropriate staff

• Prepared required forms and documentation to complete changes to

services or accounts

• Managed the online sales and customer complaints
• Promoted the rooms on the third party websites (e.g hotel.com,

trivago, booking.com etc)

• Market and Price Research
• Planned maintenance work, events and room bookings
• Handled customer complaints and queries

• Took part in the auctions and purchasing new vehicles
• Created a complete check list regarding the cars' health
• Shares responsibility with the sales manager for planning and

leading sales meetings

• Suggested suitable vehicles based on customer needs
• Arranged test-drives and accompanying customers on these tests
• Completed the paperwork for each sale