Open to opportunities

Burak Ali İsmail

@burakalismail

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I’m a Customer Experience & Operations Specialist improving fintech support, risk-sensitive processes, and efficiency.

Turkey

Message

What I'm looking for

I’m looking for a role where I can lead customer-experience and operations work in fintech, improve sustainable processes, and grow into technical roles—using my Computer Programming education to drive efficiency.

I’m a Customer Experience and Operations Specialist with 4+ years in Fintech and Mobility start-ups, where I led end-to-end complaint management and high-volume operations with a strong focus on risk-sensitive processes.

At Moka United, I owned Tier-1 technical support and operations—analyzing issues tied to Digital Wallets, Virtual POS, and APIs—then accurately transmitting cases to L2 software teams to speed resolution.

At Martı Tech, I led a 10+ person operations team and drove operational success by resolving 1500+ cases with a 95% resolution rate on Şikayetvar and CRM. I also strengthened compliance and risk workflows through Fraud and Compliance checks on 400+ critical cases.

I’m committed to crisis management, cross-functional coordination, and continuous process improvement—reporting recurring CRM errors to improve user experience and building sustainable ways of working as I continue my education in Computer Programming.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Moka United

Jan 2023 - Jan 2025 (2 years)

Provided Tier-1 technical support and operations for Digital Wallet, Virtual POS, and APIs by analyzing issues and escalating cases to L2 software teams. Managed SLA/KPI targets, resolved ATM/Kiosk downtime remotely, and reported recurring CRM errors to support product improvements.

Digital Wallets Virtual POS APIs Tier 1 Support Operations Support CRM Reporting Technical Escalation Process Improvement

Team Leader & Customer Experience

Martı Tech

Jan 2021 - Jan 2023 (2 years)

Led resolution of 1500+ customer cases across Şikayetvar and CRM with a 95% resolution rate, supporting brand score protection and an A.C.E. Award. Managed a 10+ person operations team, performed fraud and compliance checks, coordinated payment approval processes, handled high-volume outbound communications during operational crises, and executed secure user registration, KYC, and activation.