Open to opportunities

Joe Jill

@joejill

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Senior customer service leader driving performance, engagement, and process improvements.

Turkey

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What I'm looking for

I seek a leadership role where I can develop teams, improve service metrics, drive process improvements, and collaborate with stakeholders in a growth-focused culture.

I am a senior customer service leader with extensive experience building and developing high-performing teams across remote and on-site environments in Türkiye. I lead Team Leads and frontline agents to meet client KPIs, improve quality, and foster leadership through coaching, recruitment, and succession planning.

Throughout my career I have resolved complex customer issues as a subject-matter expert, managed escalations, and collaborated with stakeholders to implement process improvements. I have overseen staffing, produced and analyzed performance and CSAT reports, and communicated product feedback to development teams to improve user experience.

I bring a track record of awards and continuous professional development in leadership, conflict resolution, and team motivation, and I am committed to driving measurable service improvements while creating a positive, growth-focused team culture.

Experience

Work history, roles, and key accomplishments

Current

Senior Team Lead

Current

5CA

Jul 2023 - Present (2 years 8 months)

Lead a team of Team Leads to drive performance, engagement, and leadership development while optimizing processes and contributing to strategic planning and stakeholder relationships.

Team Leadership Performance Management Process Improvement Stakeholder Management Recruitment Succession Planning KPI Analysis

Team Lead

5CA

Jun 2022 - Jun 2023 (1 year)

Oversaw a team of 15 agents and 1 senior agent, achieving performance against client KPIs and quality standards through coaching, monitoring metrics, and handling escalations.

Coaching KPIs Quality Assurance Escalation Management team development performance reporting Conflict Resolution

Senior Agent

5CA

Sep 2021 - May 2022 (8 months)

Resolved complex customer issues as a subject-matter expert, coached junior agents, monitored service quality, and produced CSAT reports to recommend improvements.

Subject Matter Expertise Coaching CSAT Reporting Training

Gaming Support Agent

5CA

Feb 2020 - Aug 2021 (1 year 6 months)

Assisted players with technical issues, account management, and billing inquiries, documented bugs and player feedback, and communicated issues to development teams.

Technical Support Account Management Billing Support Bug Reporting Player Communication Troubleshooting Cross Functional Communication

Customer Care Advisor

Conduent

Sep 2019 - Jan 2020 (4 months)

Served as a Tier 2 advisor providing phone-based troubleshooting, product support, and order/return processing to ensure positive customer experiences.

Tier 2 Support Troubleshooting Phone Support Order Processing Customer Service Technical Support

Translator and Order Specialist

5CA

Jul 2018 - Jun 2019 (11 months)

Served as sole German translator for website, manuals, and marketing, and managed order approvals and multilingual customer support via phone and email.

Translation Order Management Multilingual Support Documentation