BERKAY ERSOY
Miami
Summary
Experienced operations and customer service manager with 5+ years of leadership experience across aviation, e-commerce, and retail industries. Skilled in team management, operations, analytics, and customer satisfaction.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Operations Manager
JNK Furniture
Miami
01.2025 - 04.2026
- Managed daily operations, staff performance, inventory control, and workflow efficiency improvements.
- Analyzed operational data to identify trends and inform decision-making processes.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Coordinated inventory management to maintain optimal stock levels and reduce delays.
- Oversaw quality control processes to ensure products met company standards.
E-Commerce Manager
Moon & Star E-Commerce
Los Angeles
01.2022 - 12.2024
- Led online sales operations, team management, marketing coordination, and performance analytics
- Managed product listings and optimized content for better visibility on platforms.
- Analyzed customer data to identify trends and improve user experience.
- Oversaw inventory management to ensure product availability and timely fulfillment.
- Trained and mentored junior staff on best practices in e-commerce operations.
- Collaborated with web developers and designers to create an intuitive layout for the website.
Manager
Pegasus Airlines
Turkey
01.2020 - 01.2021
- Supervised customer service operations, handled escalations, and coordinated staff scheduling.
- Coordinated staff schedules to optimize workforce efficiency and service delivery.
- Managed customer service initiatives to enhance passenger satisfaction and experience.
- Developed training programs for new employees to improve operational knowledge.
- Analyzed performance metrics to identify trends and drive operational enhancements.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
Customer Relations Specialist
Pegasus Airlines
Turkey
01.2019 - 01.2020
- Assisted passengers with bookings, complaints, and provided high-level customer support.
- Managed customer inquiries through phone, email, and social media platforms.
- Resolved passenger complaints by providing effective solutions and support.
- Coordinated with other departments to ensure timely resolution of customer issue.
Education
Economics
Santa Monica College
Santa Monica 04.2021 - 01.2023
Associate Degree - Economics
Istanbul University
04.2017 - 01.2019
Skills
- Leadership
- Operations Management
- Customer Service
- Data Analysis
- Microsoft Office
- Adobe Photoshop
- Illustrator
- Canva
- Al Tools
- Inventory control
- Quality assurance
- E-commerce strategy
- Team leadership
- Performance metrics
- Problem solving
- Business intelligence
- Marketing
- Multi-site operations
Languages
- English, Fluent
- Turkish, Native
Timeline
Operations Manager
JNK Furniture
01.2025 - 04.2026
E-Commerce Manager
Moon & Star E-Commerce
01.2022 - 12.2024
Economics
Santa Monica College
04.2021 - 01.2023
Manager
Pegasus Airlines
01.2020 - 01.2021
Customer Relations Specialist
Pegasus Airlines
01.2019 - 01.2020
Associate Degree - Economics
Istanbul University
04.2017 - 01.2019