Anil Kiremitci

I’m a Junior Scrum Master and project coordination professional with 8 years of international tech support operations experience for global companies including Apple, Microsoft, Netflix, and Spotify. I bring a hands-on, operations-first approach to Agile delivery, combining structured coordination with rapid issue resolution.

In my Senior Technical Support & Team Lead role, I led daily support operations for a high-volume queue while ensuring SLA compliance and consistent service delivery. I coached and supported customer service agents to maximize performance and adherence to quality standards, escalated complex issues to technical teams, and maintained thorough documentation of customer interactions and solutions.

I’m known for turning day-to-day friction into measurable improvement. I’ve worked across Jira, Zendesk, Confluence, MS Office 365, and Slack, with strong experience in SLA/KPI tracking, incident and escalation management, CSAT improvement, and first contact resolution (FCR) optimization.

Right now, I’m completing Scrum Master certification and applying practical knowledge of Agile methodologies, Scrum ceremonies, Kanban workflows, backlog prioritization, sprint coordination, and continuous improvement. I enjoy following up on blockers, aligning stakeholders, and supporting cross-functional teams so work flows smoothly from prioritization through delivery.