Esma Kilic
@esmakilic
Experienced customer care professional with a focus on aviation.
GreeceWhat I'm looking for
I am a dedicated and experienced professional with over 15 years in customer care, sales management, and content moderation. My journey has taken me through various roles in the aviation and telecommunications sectors, where I have honed my skills in customer relations and team management. I pride myself on my problem-solving abilities and a keen eye for operational efficiency.
In my most recent role as a Content Moderator at Hellas Teleperformance, I reviewed and categorized social media content, ensuring compliance with client-specific guidelines. My previous experience as a Customer Care Specialist for Apple products allowed me to enhance customer satisfaction through effective communication and coordination with sales and technical teams. I have also managed ticket sales for Turkish Airlines, where I oversaw operations across major airports, ensuring a seamless customer experience.
Experience
Work history, roles, and key accomplishments
Content Moderator
Hellas Teleperformance
Mar 2022 - Present (3 years 3 months)
Reviewed and categorized social media content based on client-specific guidelines. Ensured compliance with company policies, making balanced decisions to support the community. Identified inefficiencies in workflows and proposed effective solutions.
Customer Care Specialist Client Z
Hellas Teleperformance
Aug 2021 - Present (3 years 10 months)
Provided exceptional after-sales customer care for Apple products, working remotely. Coordinated with sales and technical teams to ensure order fulfillment and customer satisfaction. Resolved complex customer issues, enhancing the brand’s reputation for service excellence.
Ticket Sales Supervisor
Turkish Airlines, Turkish Ground Services
Jan 2016 - Present (9 years 5 months)
Managed ticket sales across three major airports in Istanbul, providing support in VIP/CIP lounges, international lines, and transfer zones. Processed ticket changes, reissues, refunds, and ensured compliance with IATA regulations during emergency situations such as flight cancellations. Oversaw daily sales reports, managing cash and credit transactions, and collaborated with accounts for end-of-d
Customer Care Supervisor
Competence Call Center
Feb 2015 - Present (10 years 4 months)
Supervised operations for Turkish Airlines call centers in both Istanbul and Bucharest, ensuring high service standards. Managed staff productivity and provided training on customer service excellence. Coordinated with multiple departments to resolve customer complaints efficiently, ensuring satisfaction while adhering to budgetary constraints.
Customer Care Specialist (English)
Assistt A.S.
May 2009 - Present (16 years 1 month)
Managed inquiries related to domestic and international flights, the Miles & Smiles program, and customer complaints. Provided timely responses to customer feedback and maintained a high level of service quality.
Education
Degrees, certifications, and relevant coursework
BUBahcesehir University
Master in Civil Aviation and Space Law, Civil Aviation and Space Law
Pursued a Master's degree in Civil Aviation and Space Law. The program was incomplete due to unforeseen circumstances.
AUAnadolu University
Bachelor in Business Administration, Business Administration
Grade: 3.17
Completed a Bachelor's degree in Business Administration. Focused on core business principles and practices.
AUAnkara University
Bachelor in Tourism Guidance, Tourism Guidance
Grade: 3.60
Earned a Bachelor's degree in Tourism Guidance. Gained expertise in tourism management and cultural heritage.
Availability
Location
GreeceAuthorized to work in
Job categories
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