Guelnur Sentuerk
Service Center Manager | Business Development | Customer Operations | International B2B Expertise
Bloomingdale,IL
Summary
Service Center Manager with 10+ years of international experience in customer operations, order management, and sales support within fast-paced B2B environments. Demonstrated success with global industry leaders including IBM, Microsoft, and Abrams Industries. Proficient in SAP ERP, Salesforce, and Microsoft Office, with a proven ability to streamline operations, optimize processes, and enhance customer satisfaction.
At IBM, managed strategic accounts such as Bosch, fostering trusted relationships and ensuring service excellence. Successfully led end-to-end B2B order management and played a key role in the U.S. market launch of Abrams Industries, contributing to 200% revenue growth through effective use of CRM strategies and operational leadership. Recipient of IBM’s General Manager Award in recognition of outstanding performance.
Fluent in German and Turkish, with a strong record of success in multicultural, cross-functional environments.
Overview
22
22
years of professional experience
2
2
Languages
2
2
years of post-secondary education
Work History
Service Center Manager
Abrams Industries Inc.
08.2022 - 01.2024
- Streamlined call center operations with CRM and related tools, improving efficiency, lead generation, and customer satisfaction."
- Created detailed reports for upper management outlining key performance indicators, trends, and recommendations for future improvements.
- Identified opportunities and found solutions for continuous improvement.
- Implemented a robust coaching program that focused on skill development, adherence to company policies, and the promotion of exceptional customer service standards.
- Evaluated new software solutions that streamlined communication channels between agents and customers, resulting in a marked increase in overall satisfaction ratings.
- Facilitated regular team meetings to discuss goals, progress updates, challenges faced, and potential solutions while promoting open communication channels among all staff members.
- Collaborated with upper management to resolve escalated client issues quickly and effectively, fostering an environment of teamwork and cooperation.
- Established a culture of accountability within the team by setting clear expectations, providing constructive feedback, and recognizing top performers regularly.
- Maintained customer account information database by canceling and updating customer accounts.
- Assisted marketing team on short-term and long-term promotional projects and provided updates on status and progress.
- Leveraged data and analytics to make informed decisions and drive business improvements regarding to lead generation
- Increased brand visibility by listing the company profile in relevant online directories, trade magazines, e-commerce platforms, and search engines
Office Manager
KERN Precision, Inc.
07.2017 - 08.2018
- Managed day-to-day office operations, including processing payments to vendors, suppliers, and utility providers, and collecting and depositing client payments.
- Maintained accurate financial records, filed receipts, and approved employee travel and expense reports.
- Reconciled monthly financial statements in collaboration with the company accountant, ensuring data accuracy and timely adjustments.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Played a key role in resolving accounts receivable and payable issues, with a strong focus on timely collections.
- Maintained and updated employee records, including tracking employee spending allowances and reimbursements.
- Coordinated and processed both domestic and international shipments for client deliveries.
Solution Sales Professional
IBM Ireland Ltd.
09.2014 - 08.2015
- Assisted in training new sales team members, sharing best practices and industry insights.
- Enabled seamless communication between clients and internal teams by acting as the primary point of contact for all parties involved in the sales process.
- Collaborated with cross-functional teams to create customized solutions for specific client needs.
- Managed a diverse portfolio of clients, ensuring timely delivery of solutions and prompt resolution of issues.
- Evaluated competitor offerings regularly, adjusting selling strategies to maintain a competitive edge in the market.
- Exceeded quarterly sales targets consistently by cultivating long-term partnerships with key decisionmakers.
- Developed comprehensive product knowledge to effectively present and sell tailored solutions to clients.
- Leveraged CRM tools for effective pipeline management and accurate forecasting of future revenues.
- Delivered exceptional customer service, resulting in increased client satisfaction and retention rates.
- Increased solution sales by developing and maintaining strong relationships with key clients.
- Nurtured leads through consistent follow-ups, leading to higher sales conversion rates.
- Utilized creative problem-solving skills to overcome technical challenges in the sales process.
- Assisted customers in troubleshooting product issues and provided timely technical support.
Team Leader Sales Support
IBM Ireland
06.2010 - 08.2014
- Supported large enterprise customer - sales team throughout the sales cycle to close and deliver IBM Hardware Solutions
- Supported the face-to-face seller with proposal creation, pricing, order placement and shipment tracking and reporting
- Worked independently with the sales team, business partners and distributors to develop and close additional new business deals to achieve team targets
- Prepared RFP responses (proposal and other sales-related documents)Updated account and project data in reporting tools
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Built and maintained strong client relationships, leading to repeat business and referrals.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Sales Operations Specialist
Microsoft Germany
06.2006 - 06.2009
- Worked closely with internal departments (Finance, Legal, Sales, Project Management, and Business Partners) to provide contract administration in alignment with SOX-compliance policies.
- Prepared and approved various contractual documents including Master Service Agreements, Vendor Agreements, Single Proposals, and Non-Disclosure Agreements.
- Identified contract issues, collaborated with the legal department to resolve them, and processed change orders according to company policies.
- Placed orders in the project management tool and ensured consultants accurately recorded services prior to monthly billing.
- Tracked and issued all contract-related billings in accordance with contract terms and conditions.
- Partnered with project managers to ensure invoices reflected correct costs and billing rates and were submitted on time to support consistent cash flow.
- Reviewed, approved, and reconciled all change orders.
- Collaborated with the dispute department to clarify billing issues, reissue corrected invoices as needed, and ensure revenue recognition within the forecasted period.
- Worked closely with sales management to inspect sales process quality and prioritize opportunities for improvement.
- Conducted regular reviews of sales pipeline data, identifying bottlenecks and optimizing conversion rates at each stage.
Order Manager
IBM Business Partner
08.2004 - 06.2006
- Managed end-to-end order processing on behalf of IBM Business Partner, ensuring accurate and timely fulfillment of IBM hardware, software, and services.
- Prepared detailed proposals and processed customer orders in alignment with client requirements and IBM’s operational standards.
- Issued customer invoices and coordinated with the accounting department to manage vendor payments and maintain accurate financial documentation.
- Acted as the primary liaison between Business Partner and IBM internal teams, effectively handling order inquiries, modifications, and escalations.
- Ensured strict compliance with IBM policies, contractual obligations, and global export regulations throughout the order and delivery lifecycle.
- Collaborated with cross-functional teams—including Sales, Finance, Logistics, and Legal—to resolve discrepancies and support seamless partner delivery.
- Monitored procurement and shipping processes, working closely with IBM and authorized distributors to ensure on-time and complete delivery of products.
Customer Fulfillment Associate
IBM Germany
01.2002 - 05.2004
- Coordinated the preparation of complex customer proposals, ensuring accuracy, completeness, and alignment with IBM’s strategic objectives.
- Ensured full compliance with IBM corporate policies, export regulations, and customer contract terms throughout the deal lifecycle.
- Collaborated with cross-functional teams (sales, legal, finance, delivery) to develop tailored, competitive proposals for global clients.
- Maintained and organized accurate documentation and records to meet internal audit standards and external reporting requirements.
- Supported risk mitigation by proactively identifying compliance gaps and implementing corrective actions during deal structuring.
- Provided end-to-end fulfillment support, ensuring seamless execution from proposal approval to order processing and delivery.
- Leveraged internal tools and systems (IBM internal platforms) to track proposals, manage documentation, and report on key metrics.
- Played a key role in ensuring customer satisfaction through timely updates, clear communication, and issue resolution during the proposal and fulfillment process.
Education
MBA - Business Management
Roosevelt University
Chicago, IL 01.2016 - 05.2018
Skills
SAP ERP systems
CRM tools (eg, Salesforce)
Analytical skills / Analytical thinking
Problem-solving
Decision-making
Customer relationship management
Process improvement / Continuous improvement
Operational excellence / Managing operations and efficiency
Customer service and operations
Time management / Multitasking
Teamwork and collaboration
Communication and interpersonal skills (Relationship building)
MS Office / Computer skills
Leadership / Team leadership
Training and development / Employee training
Adaptability and flexibility
Administration and reporting
Task delegation
IBM General Manager Award, IBM Sales Eminence Award
Played a key role in closing a significant deal remotely by applying digital sales strategies and tools at a time when IBM US leadership was still evaluating the potential of digital sales. This effort was recognized with the General Manager Award, and I was invited to discuss the future of digital sales in a follow-up interview.
Timeline
Service Center Manager
Abrams Industries Inc.
08.2022 - 01.2024
Office Manager
KERN Precision, Inc.
07.2017 - 08.2018
MBA - Business Management
Roosevelt University
01.2016 - 05.2018
Solution Sales Professional
IBM Ireland Ltd.
09.2014 - 08.2015
Team Leader Sales Support
IBM Ireland
06.2010 - 08.2014
Sales Operations Specialist
Microsoft Germany
06.2006 - 06.2009
Order Manager
IBM Business Partner
08.2004 - 06.2006
Customer Fulfillment Associate
IBM Germany
01.2002 - 05.2004