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Enes Pehlivan

DHL Express Turkey şirketinde Customer ServiceKey Account

Supervisor

Namık Kemal Mah., İstanbul Province, Turkey

Özet

Having 7 years of experience in international and segment Leader
Company.
*********** on "Team Leading", “Managing Challenging Situations
and Difficult customers”, “Communication techniques”, “Perception
management”, “Problem solving techniques” and “Process
Improvement”.
Knowledge on "Management" ,“Customer Service”, “Logistic
Operations” and “Customs Process”.

Deneyim

DHL Express Turkey

7 yıl 2 ay

Customer Service Key Account Supervisor

Temmuz 2018 - Present

Istanbul, Turkey

I am the supervisor of a team of 11 people who follow the shipments of the
private customers portfolio pro-actively and regularly provide information,
contact with the country of shipments when necessary, solve problems,
provide customer-specific reporting, and provide information on import and
export processes.

Contact Center Supervisor

Ağustos ****************** (2 yıl)

Yenibosna İstanbul

• Forming a manpower plan with development team – by utilizing the ACD
reports where available – to meet the needs of the department/ company work
load as well as providing a 24 hour-FL service to both customers and network.

• Maximizing staff performance and productivity by fully utilizing CS systems
and reports. Developing, monitoring, setting and giving incentives to all
necessary standards to achieve
agreed performance/service standards.

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• Preparing monthly incentive reports for the agents and giving monthly and
regular feedback accordingly.

• Setting sales and quality targets for advisors, monitoring their performances
and giving monthly and regular feedback accordingly.

• Training and coaching the agents by providing feedback through
performance reports and observation.

• Conducting on the job training for all newcomers.

• Supporting Contact Centre Advisors in order to solve a customer’s problem;
handling a complaint and leading by example

• Monitoring and coaching the preparation of all necessary FL related results.
Giving support to Contact Centre Manager to prepare monthly local/ regional
reports.

• Taking active role in the recruitment process of FL (together with SPVR &
HR ).

Complaints Management Specialist

Haziran 2015 - Ağustos 2016 (1 yıl 3 ay)

Yenibosna İstanbul

Ensuring customer satisfaction and managing complaints.
Compensations and claims negotiation with customer.
Regularly reporting errors in processes and root causes of errors to the direct
manager.
Develop solutions and report results to the direct maanger.
Designing and improving processes based on organizational and customer
requirements.
To provide or control and sign letter on behalf the company.
Working with the management team in coordinating the company’s project
direction and
executing properly.

Customer Contact Advisor

Ağustos ******************* (1 yıl 11 ay)

Yenibosna İstanbul

Experianced on many division of this position;

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Import and Export Senior Advisor
Personal Goods Import Advisor
Micro Export Advisor
A member of Project team for Separation and Qualification of Customs Issue
Customer Contact Advisor
To provide the highest level of customer service and the expertise on customs
issues such as import, export clearance to the clients.To act as the single point
of contact during custom clearance process, in compliance with DHL policies
and procedures, at the same time country's custom law and regulations.To
deal with requests coming from internal customers, regarding customs
clearance and general customs information, in line with preset DHL standards.

Customer Service Representative

Eylül 2011 - Ağustos 2013 (2 yıl)

Istanbul, Turkey

To answer incoming customer calls within preset standards and in a
professional manner to provide the highest level of customer satisfaction to all
DHL customers and users of all DHL services.
To offer an efficient, professional, courteous and customs information oriented
response to all incoming telephone calls in accordance with country's customs
law, regulations and established DHL Customer Services Guidelines.

Öz Gümrükleme

intern

Haziran 2009 - Eylül 2009 (4 ay)

Eğitim

Kocaeli Üniversitesi

İktisadi İdari Bilimler Fakültesi Mezunu, Uluslararası İlişkiler

Osmangazi ( Mustafa Saffet )Anadolu Lisesi

Mezun, Türkçe Matematik

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