Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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Kaan Ozcan

Kaan Ozcan

Orlando,FL

Summary

Accomplished professional with a diverse background in customer service, aviation, and Fintech. Proven success as a Customer Support Manager at Reprise, orchestrating seamless customer experiences for organic growth. Senior roles at BitOasis and Amazon, coupled with a background in aviation, contribute to my expertise in fostering meaningful connections and optimizing customer interactions in FinTech, SaaS, CRM, B2B-B2C Marketing, and Customer Relations.

Overview

5
5
years of professional experience
1
1
Certificate

Work History

Customer Support Manager

Reprise
07.2023 - Current
  • Enhanced customer satisfaction through targeted strategies, contributing to a noticeable increase in organic growth.
  • Achieved a 90% resolution rate for escalated customer issues within a 24-hour timeframe, surpassing industry standards.
  • Implemented service procedures, policies, and standards resulting in a streamlined workflow and 15% improvement in efficiency.
  • Established QA and Ticket Flow Assessments, improving service quality metrics by 20%.

Customer Service Lead

GammaX
09.2022 - 05.2023
  • Conducted comprehensive training programs, resulting in a 15% reduction in onboarding time for new employees.
  • Implemented process improvements, contributing to a 25% increase in operational efficiency.
  • Achieved a 20% improvement in team performance through regular audits and strategic motivation initiatives.
  • Successfully managed and motivated teams, fostering a positive work environment and achieving a 95% employee satisfaction rate.

Senior Customer Service Supervisor

BitOasis
12.2021 - 07.2022
  • Provided effective leadership to a team of around 20 people, contributing to a noticeable improvement in overall team performance.
  • Implemented data-driven improvements, resulting in enhanced service quality and customer satisfaction.
  • Successfully planned and executed work programs, increasing customer service activities and responsiveness.

Cabin Crew Member

Avion Express
05.2019 - 12.2021
  • Consistently maintained high safety standards through thorough pre-flight duties and security checks.
  • Received positive feedback from passengers, contributing to an improved overall customer satisfaction rating.
  • Operated on Airbus A320 Family for renowned airlines, ensuring a commitment to exceptional service standards.

SPS Associate

Amazon
05.2021 - 07.2021
  • Maintained a positive and professional demeanor, positively impacting the company's reputation.
  • Identified trends and proposed improvements
  • Successfully handled B2B, Vendor, and retail support, contributing to a 10% increase in customer satisfaction.

Education

Bachelor's Degree - International Business/Trade/Commerce

Anadolu University
Eskisehir, Turkey
01.2021

Skills

  • People Management
  • Proficient in Zendesk, Freshdesk etc
  • Training and Mentoring
  • Quality assurance
  • Customer Service Management
  • Recruiting
  • Human Resources (HR)
  • Team Leadership
  • Customer Relationship Management (CRM)
  • Leadership
  • Training Programs
  • Deliverables Coordination
  • Performance monitoring

Certification

SAP ERP Essential Training, LinkedIn, https://www.linkedin.com/learning/certificates/dccfbc51698868f7f6bf6dcd9aaa415ec

Accomplishments

    Key Achievements

    In my diverse career, I have consistently achieved notable milestones:

  • Reprise: Successfully improved customer service experiences, contributing to significant organic growth. Developed and implemented robust QA and Ticket Flow Assessments, ensuring service quality.
  • BitOasis: Led the localization of processes in Turkey, established the Customer Service department, and managed all processes, from recruitment to training. Initiated negotiations and agreements for VIP customer acquisition.
  • GammaX: Built the Customer Support department from scratch, managing recruitment, training, and community building. Simultaneously took on the role of Recruiting Coordinator, contributing to efficient global talent acquisition.

Timeline

Customer Support Manager

Reprise
07.2023 - Current

Customer Service Lead

GammaX
09.2022 - 05.2023

Senior Customer Service Supervisor

BitOasis
12.2021 - 07.2022

SPS Associate

Amazon
05.2021 - 07.2021

Cabin Crew Member

Avion Express
05.2019 - 12.2021

Bachelor's Degree - International Business/Trade/Commerce

Anadolu University

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Kaan Ozcan