Ugur Daloglu

I build support operations that scale — combining team leadership, automation, and data analytics to drive SLA performance and exceptional customer experience in high-volume Forex/CFD environments. Currently open to senior Customer Support, Operations Leadership, and Partnership roles internationally.

With 4+ years at FBS, a global Forex/CFD brokerage, I have led multi-regional support teams of up to 19 agents, owned the full support infrastructure across Zendesk, Intercom, LiveChat, and CloudTalk, and used SQL & Python to turn raw interaction data into operational decisions that moved the needle.

Some of what I've built and delivered:

Rebuilt AI chatbot classification architecture — lifting intent recognition from ~60% to 87%+

Designed automation workflows reducing manual workload by 26%

Achieved consistent SLA compliance above 90% across English-speaking markets

Reduced misrouted tickets by 93%+ through intelligent client routing logic

Led recruitment, onboarding, and performance management for teams across multiple time zones

Beyond the numbers, I understand the Forex ecosystem from both sides — the technical infrastructure behind it and the client experience within it. I know MT4/MT5 inside out, I've worked alongside dealing, compliance, and engineering teams, and I've handled 200+ tickets daily at 97%+ CSAT as a frontline agent before moving into leadership.

My career is deliberately moving toward senior roles where operational insight directly supports business growth — whether that's Support Management, Operations Leadership, or eventually Partnership and Business Development within the financial services space.

📍 Based in Saint Petersburg | 🌍 Open to fully remote opportunities | 🗣️ English C2 · Turkish Native · Russian B2