İbrahim Damar

@brahimdamar

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Data-driven workforce planning specialist with a focus on optimization.

Turkey

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What I'm looking for

I seek a role that values data-driven decision-making and offers growth opportunities.

I am a dedicated workforce planning specialist with extensive experience in analyzing and optimizing operational efficiency. Currently, I work at Concentrix, where I have successfully increased adherence rates from 43% to 85% within a week by implementing effective scheduling and real-time management solutions. My role involves creating accurate forecasts and producing detailed KPI reports that monitor performance metrics such as service levels and occupancy rates.

Throughout my career, I have demonstrated a strong ability to collaborate with cross-functional teams, ensuring compliance with operational demands while maximizing productivity. My previous experience as a CRM Specialist at Atlasglobal Airlines honed my customer service skills and my ability to manage teams effectively. I am passionate about leveraging data to drive decision-making and improve workforce strategies.

Experience

Work history, roles, and key accomplishments

Current

Assistant Specialist, Workforce Planning & Reporting

Current

CONCENTRIX

Oct 2023 - Present (1 year 7 months)

Analyzed contact volume trends and developed optimal schedules to enhance service levels. Successfully increased adherence rates and produced detailed KPI reports to monitor performance.

Workforce Planning Monitoring Forecasting Scheduling KPIs Excel Communication Time Management Capacity Planning

Technical Support Advisor

CONCENTRIX

Feb 2022 - Oct 2023 (1 year 8 months)

Provided technical support to customers via phone and chat, achieving a high customer satisfaction rate. Participated in training sessions to enhance service delivery.

Technical Support Customer Service Communication Problem Solving Training Customer Satisfaction

Operations & Workforce Planning Support

CONCENTRIX

Oct 2023 - Oct 2023 (0 months)

Monitored real-time adherence of operations and optimized workload to maximize productivity. Assisted in recruitment and maintained communication with supervisors for staffing models.

Workforce Planning Monitoring Communication Recruitment Time Management Operations Productivity Team Collaboration

Interim Team Leader & Quality Coach

CONCENTRIX

Jan 2023 - Mar 2023 (2 months)

Implemented a new technical support department and managed a growing team. Focused on training, performance analysis, and maintaining high motivation among team members.

Team Leadership Training Performance Analysis Recruitment Communication

CRM Specialist

ATLASGLOBAL AIRLINES

May 2016 - Nov 2018 (2 years 6 months)

Managed a team of CRM Associates and resolved customer complaints. Acted as a liaison between high-profile clients and management to ensure service quality.

CRM Management Customer Service Team Management Communication Problem Solving Reporting

CRM Associate

ATLASGLOBAL AIRLINES

Nov 2015 - May 2016 (6 months)

Handled customer inquiries regarding ticketing and flight delays, providing effective solutions and escalating issues when necessary.

Customer Service Communication Escalation Management

Education

Degrees, certifications, and relevant coursework

Atatürk University

Associate’s Degree, Foreign Trade

Completed an Associate’s Degree focused on Foreign Trade, gaining foundational knowledge in international trade practices, regulations, and market analysis.