GP

Open to opportunities

Gözde Çalış palta

@gzdealpalta

I lead customer experience teams and improve resolution outcomes through coaching and process optimization.

What I'm looking for

I'm looking for a customer experience or customer relations role where I can lead teams, use KPI insights to improve service quality, resolve complex customer needs, and contribute to continuous process improvement.

At Turkcell Global Bilgi, I lead the English team, improving team efficiency by 20% through coaching, continuous feedback, and individual performance development. I monitor KPIs, analyze performance data, and implement actions that strengthen results.

Previously, I increased case resolution rates by 80% as an English Backoffice Specialist by optimizing processes and resolving complex customer complaints with customer-focused solutions. I also bring customer relations experience from trade fairs and exhibitions, supported by economics degrees and multilingual communication in Turkish, English, and Spanish.

Experience

Work history, roles, and key accomplishments

TB

Current

Customer Representative Service

Current

Turkcell Global Bilgi

Sep 2021 - Present (5 years)

Managed inbound customer communications in Turkish and English, handling complex complaints and delivering customer-focused solutions.

Customer Relationship Management Data Entry Reporting Statistics Team Leadership Team Coordination

Education

Degrees, certifications, and relevant coursework

PU

Pamukkale University

Master's Degree, Economics

2018 - 2021

Completed a Master's Degree in Economics, with a thesis on macroeconomic factors affecting unemployment in Turkey.

DU

Dokuz Eylül University

Bachelor's Degree, Economics

2013 - 2018

Pursued a Bachelor's Degree in Economics, gaining a strong foundation in economic theory and quantitative analysis.

UC

University of A Coruña

Exchange Program, Economics

Participated in the Erasmus+ Student Exchange Program for a 6-month exchange, broadening academic and cultural perspectives.

Tech stack

Software and tools used professionally

Teamleader

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