At Intelcia, I've progressed from Tier 2 Escalation and Shared Services Customer Service Representative to Subject Matter Expert and Team Leader, managing complex escalations, floor operations, and high-priority customer cases.
I've coached teams of 12–18 representatives and supported daily operations for more than 100 agents. My team consistently ranked #1 on operational KPIs, exceeded monthly NPS targets with 72% in the final month, and reduced Zero Tolerance Points from 19 to 2 through structured coaching and process reinforcement.
Turkey