NURAN GOKBAS
Tilburg
Summary
Self-motivated, with a strong sense of personal responsibility.
Skilled at working independently and collaboratively in a team environment.
Work well in a team setting, providing support and guidance.
Overview
6
6
years of professional experience
Work History
Sales Support Allrounder
One Stop Warehouse (OSW)
05.2023 - Current
- Managing and processing sales orders, including verifying product availability, pricing, and coordinating with other departments for order fulfillment.
- Handling routine customer inquiries, providing information about products or services, and facilitating communication between the sales team and customers.
- Generating reports on sales performance, customer feedback, and other relevant metrics to help the sales team make informed decisions.
Quality Assurance Analyst
Teleperformance Greece
06.2020 - 08.2021
- Listening to recorded or live customer calls and chats to evaluate the performance of call center agents. Assessed whether agents are following prescribed scripts, providing accurate information, and maintaining a professional and courteous demeanor.
- After evaluating calls, providing constructive feedback to agents. This feedback is intended to help agents improve their performance and maintain or exceed quality standards.
- Tracking and analyzing key performance indicators (KPIs) of agents.
- Collaborating with training teams to design and implement training programs for call center agents based on identified areas of improvement. I also sometimes was training the agents or other QAs.
Customer Service Respresentative
Teleperformance Greece
07.2018 - 06.2020
- Responding to customer inquiries via chat and phone calls and providing information about products, services, pricing, and company policies.
- Resolving customer problems, complaints, or concerns. This may involve troubleshooting technical issues, investigating billing discrepancies, or coordinating with other departments to address complex problems.
- Assisting customers with placing orders, tracking shipments, and providing order status updates. Also handling returns and exchanges.
- Educating customers about product features, usage, and best practices.
- Documenting customer interactions and transactions in a customer relationship management (CRM) system.
- Processing payments, managing billing inquiries, and assisting customers with payment-related issues.
- Identifying opportunities to promote additional products or services that align with the customer's needs and preferences.
Education
Bachelor of Science - Biomedical Engineering
Afyon Kocatepe University
Afyon06.2016
Electrical Engineering and Computer Science -
Transylvania University of Brasov
Brasov02.2016
Skills
- Knowledge of MS Office
- R Programming Language
- Data Analysis
- SQL
- IT Skills
Websites
Languages
English
Kurdish
Turkish
Dutch
Personal Information
- Place of Birth: Turkey
- Date of Birth: 06/22/1994
- Nationality: Turkish
References
- Natalija Mihajlovic, Teleperformance Greece, mihajlovicnatalija@yahoo.com, +306955118051
- Bahar Gök, Teleperformance Greece, bahar.gok@ac.emea.teleperformance.com, +306947402668
Timeline
Sales Support Allrounder
One Stop Warehouse (OSW)
05.2023 - Current
Quality Assurance Analyst
Teleperformance Greece
06.2020 - 08.2021
Customer Service Respresentative
Teleperformance Greece
07.2018 - 06.2020
Bachelor of Science - Biomedical Engineering
Afyon Kocatepe University
Electrical Engineering and Computer Science -
Transylvania University of Brasov
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