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Baran Işık

@baranik

Customer support and operations specialist managing digital logistics and resolving customer escalations remotely.

In my current role with Independent Platform Logistics, I coordinate digital logistics and handle real-time customer escalations, maintaining a 98%+ on-time SLA resolution rate. I also document system anomalies and share feedback to improve dispatch and delivery efficiency.

At Hall Swim Academy, I structured facility workflows, coordinated instructor schedules, and handled communications with over 150 active clients. Earlier, with Global BPO Operations (Pusula / MPlus), I supported customers in English across calls and digital channels, maintaining a 95%+ CSAT.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Operations Specialist

Current

Independent Platform Logistics

Aug 2024 - Present (2 years 2 months)

Managed end-to-end digital logistics coordination and real-time customer escalations, maintaining a 98%+ on-time SLA resolution rate. Documented incident reports and executed professional de-escalations during urgent operational contingencies.

Workflow Optimization Incident Management SLA Governance Omni Channel Support Conflict De escalation Ticket Resolution CRM Real time Dashboards Google Workspace MS 365 Slack Asana Notion

Operations & Facility Coordinator / Coach

Hall Swim Academy

May 2024 - Aug 2026 (2 years 3 months)

Structured and optimized daily facility workflows, member onboarding, and scheduling operations using digital management software. Orchestrated multi-shift instructor rotas and enforced health, safety, and operational SOP compliance, maintaining a zero-incident safety record.

Workflow Optimization Shift Scheduling SOP Compliance Stakeholder Communication Digital Management Software

Bilingual Customer Support Representative

Pusula / MPlus

Sep 2022 - May 2024 (1 year 8 months)

Delivered front-line customer assistance in native-level English across high-volume inbound calls and digital channels, maintaining a 95%+ CSAT. Categorized, routed, and resolved complex account inquiries, billing discrepancies, and technical tickets following strict enterprise SOP guidelines.

Omni Channel Support Ticket Resolution Conflict De escalation CRM SLA Governance Cross Functional Collaboration Bilingual Communication