Gulnur Kilic
Prosper,TX
Summary
- Innovative Global Leader, with over a decade of experience generating value across operational verticals; B2B, B2C & B2B2C products; service operations and program management functions.
- Customer-centric Product Designer, with the strategic discipline to iterate service enhancements while accounting for operational scalability and cross-functional contingencies.
- Meticulous Strategic Planner, with the vision to develop a cohesive strategy, align actionable roadmaps and bring key stakeholders together to facilitate successful execution.
- Creative Problem Solver, with the foresight to balance the need for short-term tactical solutions while aligning longer-term strategic roadmaps.
- Dedicated Team Builder, with a passion for developing strong stakeholder partnerships and aligning diverse talent around common goals, organizational values, and culture.
- Accomplished Business Operator, with an extensive track-record of exceeding business targets by developing metrics, reporting and executing action plans that tie operational performance to financial results.
- Resourceful Project Manager, with the ability to orchestrate, track and measure strategic initiatives against key deliverables, budgets, timelines, and organizational objectives.
Overview
6
6
years of professional experience
Work History
GLOBAL OPERATIONS MANAGER
Flexport
02.2023 - 10.2023
- Provide leadership and direction to a high-performance team including hiring, mentoring, and training. I have 5 + direct reports and 100+ indirect reports which is a team of Program Managers, Process Analysts and BPO partners who go above and beyond in handling the needs of our customers.
- Build a high-performing Data Services Operation that delivers quality and on-time performance while meeting productivity targets. Transform our early-stage visibility support into a scalable.
- Create and improve processes, enhance support resources, and develop our visibility product strategy to support customer needs as the business grows.
- Build framework and tools to facilitate standardized operational execution and deliver consistent output. Ensure the BPO partners have the tools they need to be successful. Working with product team to develop new tooling and helping continues improvement on existing tooling.
- Measure the internal and business SLAs and define the metrics in a rapidly growing and ambiguous environment and hold the team accountable to results. Analyze performance metrics and develop initiatives to drive continuous improvement.
- Deliver key business outcomes, in both performance against metrics and gains in efficiency.
- Architect, document and optimize operational processes across a wide range of administrative processes involving various platforms, decision-points, and operational interdependencies.
- Partner closely with the Operations and Demand teams to ensure an optimal end to end customer experience.
- Design and operationalized new Data Services scope by running pilot programs that expand Data Services’ scope and ultimately enable process automation.
- Drive root-cause analysis of existing customer pain points in partnership with product and engineering teams. Build systems that surface defects, assess the root causes to build and execute corrective actions plans.
- Foster a positive and collaborative work environment that encourages teamwork and excellence.
- Manage planning, and workforce targets: overseeing quarterly planning initiatives, and setting appropriate workforce and headcount targets. Collaborate with key stakeholders to ensure the allocation of resources aligns with strategic objectives and supports the growth and scalability.
- Work closely with the tech and product teams to align on source utilization, automation integration performance and Data Services tooling requirements.
- Collaborated with cross-functional teams to align operations with corporate objectives.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Spearheaded operational procedures and processes to improve efficiency and optimize operations.
- Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
- Reduced operational risks while organizing data to forecast performance trends.
SUPPLY CHAIN OPERATIONS MANAGER
Flexport
07.2021 - 02.2023
- Hire, coach and develop an 10-15 person team responsible for the end-to-end movement of consolidated freight or ocean freight shipments within a regional network (both imports and exports), including intermodal movements.
- Work closely with the partners within your region: our client solutions and customs teams, subcontractors, carriers, terminals and trucking providers.
- Play a pivotal role in building the next operational model at Flexport.
- Execute the end-to-end movement of shipments within a regional network including Ocean or Air and LCL imports and exports.
- Responsible for meeting internal KPIs and SLAs that demonstrate quality delivery.
- Serve as the primary relationship manager for internal and external partners in my region such as ocean, intermodal and drayage vendors, the Customs team and the Network Operations team.
- responsible for monitoring and improving overall cost-to-serve while maintaining a high level of client satisfaction.
- Design and implement operational infrastructure and procedures in the team you oversee while constantly identifying and executing on opportunities to realize optimal efficiency and productivity.
- Empower your team to prioritize and align on key initiatives, experiment with the best ways to drive growth and maintain high on-the-job motivation.
- Act as a strategic consultant to your global counterparts, product & engineering and the operations excellence team on ocean supply chain operations and your regional gateway ocean or network operations strategy.
- Execute weekly 1:1s with my team members and making bi-weekly team meeting.
- Leading internal and external weekly calls.
LOGISTICS SPECIALIST
Samsung Electronics
04.2020 - 07.2021
- Manage 1500 shipments daily, valued over 100 Million dollars from origin to destination
- Responsible data gathering and analysis for developing plans to support continuous process improvement
- Collaborate with credit collection and claims team regarding payment disputes
- Manage POD process and implementation
- Track and resolve shipping, warehouse, and carrier shipping errors
- Direct communication with external clients to replay difficult messaging
- Manage daily and weekly reports and execute KPI calls with 3PLs
- Manage daily and weekly reporting to track on-time delivery performance by carrier
- Work with 3PLs to provide corrective actions to improve on-time delivery performance
- Prepare and update Standard Operating Procedures for documenting department activities
- Analyze large datasets and organize historical data to communicate trends and focus for improvement
Account Manager
BDP INTERNATIONAL
08.2018 - 04.2020
- Manage more than 200 emails and handle all incoming calls in a timely, professional, courteous manner
- Handle Air, FCL and LCL import
- Manage small volume to high volume accounts
- Direct communication with customer with customer calls and emails
- Give importance to build perfect customer relationship and recognize new business opportunities
- Update customer daily
- RFQ Management with rating and quotes via working with origin agents and the inland truckers
- Work on the reports internal and external per customer needs such as on the water report , Not Booked Report, Booked Not Shipper Report, Track and Trace Report, Billing Report. ASG (Achievement Status and Growth )Report, KPI report etc
- Employee cross-training
- Routing, costing, rating, and tracking-tracing
- PO Management
- Filing ISF or making sure on time filing
- Track and trace Pre-Alert Documents and checking the accuracy of the documents
- Identify issues and areas of improvements via correctly categorizing services issues
- Process Ocean Freight payments, Exam charges, THC, CFS charges
- Work with truckers, exam sites, piers, to rectify any problems. Make appointment with consignee
- Track and trace arrival, departure, and US Customs clearance status of shipments and monitor LFD
- Audit invoices, arranging delivery on time Billing on time with %99 accuracy
- Follow KPI requirements and SOPs
Account Manger
Logistics Plus Inc.
08.2017 - 08.2018
- Worked as Account Manager in international operations. Currently managing 2 big accounts – Solar Energy Companies (Canadian Solar, Longi and Sunrun).
- Working with multiple customers at the same time
- Visiting key clients to build relationships and identify their key needs.
- Monitoring and tracking the flow of goods into the warehouse.
- Negotiated and maintained data base on trucks rates and ocean freight.
- Saved the company by researching new ocean/land carriers and effectively negotiating contracts.
- Achieved staff performance improvements and gains on deliver time of documents for customers and banks via process improvements and training on proper work procedures
- Owns strategic supply chain projects from planning through to execution and provides findings resulting from project execution
- Independently develops solutions for a project, including managing complex issues, by applying in-depth supply chain and industry knowledge.
Education
Electrical And Electronic Engineering -
Koc University
09.2014
Skills
- Performance Improvement
- Customer Service Management
- Data Management
- KPI Tracking
- Data Analysis
- Employee Development
- Hiring and Onboarding
- Process Development and Streamlining
- Management Team Building
- Operations Management
- Client Account Management
- Decision-Making
- P&L Administration
- Cost Reduction
Timeline
GLOBAL OPERATIONS MANAGER
Flexport
02.2023 - 10.2023
SUPPLY CHAIN OPERATIONS MANAGER
Flexport
07.2021 - 02.2023
LOGISTICS SPECIALIST
Samsung Electronics
04.2020 - 07.2021
Account Manager
BDP INTERNATIONAL
08.2018 - 04.2020
Account Manger
Logistics Plus Inc.
08.2017 - 08.2018
Electrical And Electronic Engineering -
Koc University
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