ismail yüksel akyağ
@ismailykselakya
I improve customer experience through quality coaching, KPI management, and case resolution.
TurkeyWhat I'm looking for
I've supported Apple customers and quality operations through Concentrix, handling English-language hardware, software, account, and customer experience cases. My performance led to promotion from Customer Experience Representative to Quality Coach within 10 months.
As a Quality Coach, I evaluate agent interactions against Apple standards, deliver coaching and feedback, track performance trends, and partner with team leads to address systemic quality issues. I use CSAT, DSAT, KPI, and quality insights to help teams improve customer outcomes.
Previously, I progressed from Call Center Representative to Back Office Specialist supporting Turkish Airlines, resolving complex complaint files and coordinating timely responses. I also bring content moderation experience from TikTok, cross-cultural experience from a European Solidarity Corps project in Romania, and professional English communication.
Experience
Work history, roles, and key accomplishments
Evaluated and scored agent interactions to ensure compliance with Apple quality standards and customer experience benchmarks. Delivered individual coaching sessions and performance feedback to call center agents, driving measurable improvements in CSAT scores.
Education
Degrees, certifications, and relevant coursework
Sinop University
Bachelor's Degree, Tourism Guiding
2018 - 2022
Completed a 4-year undergraduate program in Tourism Guiding conducted entirely in English, developing advanced language proficiency and intercultural communication skills.
Atça Şehit Mutlu Uçar Anatolian High School
High School Diploma, English Language
2014 - 2018
Grade: 85/100
Graduated with an 85/100 GPA from an English-focused curriculum.
Availability
Location
TurkeyAuthorized to work in
SerbiaJob categories
Skills
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