Beste Ozer

BESTE OZER ABOUT CONTACT -- Experienced in project management, reasearch and creative solutions. Highly organized, detail and solution-oriented, motivated self-starter. Able to strategize and prioritize effectively to accomplish multiple tasks in a fast-paced environment. Culturally adaptable and life-long learner with growth mindset. Passionate about diversity & inclusion, volunteering. PROFESSIONAL EXPERIENCE Content Implementation Specialist (Independent Contractor) linkedin.com/in/besteozer90/ EVERFI | Mar 2021 - Present Istanbul,Turkey Supervisor, Customer Service & Operations Expedia Group | Nov 2017 - Mar 2021 TOP SKILLS Customer Experience & Success Reporting/Data Analysis Leadership Project Management Happiness Coach EDUCATION MA Global Media Management (Graduated with Distinction) University of Southampton, Winchester School of Art, Southampton - UK- BA Sociology (100% Success Scholarship) Bahcesehir University, Istanbul - TR- High School Diploma Uskudar American Academy, Istanbul - TR- OTHER SKILLS MS Office Skills Salesforce & Tableau Turkish (Native) English (Fluent) German (Conversational) Supervising activities & daily operations of customer service agents; monitoring team’s adherence to SOP's. Coaching & supporting associates with regular one-to-ones, performance reviews, shadowing and lab sessions to ensure the service excellence. Contributing into the growth & development of my team. Tracking goals and KPIs; using reports from Tableau, Salesforce with strong affinity. Mapping customer journeys based on returning customer resolution survey results Improved customer satisfaction by 6% in the year, 2020. Project Management: Leading Inclusion Business Groups - Women at Expedia Leading & Learning and Ability Inclusion Movement- within the region; hosted Inclusion Café and volunteered in various speed-mentoring sessions Previous roles at Expedia Group: Team Lead, Customer Service & Operations: Support manager on daily duties, recruitment processes and act as a point of contact within the region. Lead the team with escalations/queue management, process updates, weekly/monthly reports and newsletters to track KPIs and build training materials for the newhires/existing team members. Project Management: Organizing Speed-Mentoring sessions with upper management, EG Guiding Principles Postcards creation for the EMEA region Content Associate: Coordinate with customers to obtain/update property content, add/edit amenities, photos, update change requests from customers, and assist them with any content display queries; ensuring that product is accurate, complete and competitive before setting the property live Microsoft Marketing Social Desk - Social Listening Analyst Wunderman/Microsoft | Apr 2016 - Nov 2017 Track and analyze digital consumer conversations from a social listening tool, Sprinklr, to create monthly social analytics report for various markets in the MEA region. American Express Key Accounts Specialist Turk Ekspres | Oct 2015 - Apr 2016 Marketing & Promotion Officer (Swaythling Snapshot Project) City Life Southampton | Jun - Jul 2015 Human Resources Intern BNP Paribas Cardif Life & Pension | Jan 2013 - Jan 2014