Hakan Ermis
Angestellt, Operational Excellence Manager, ERKA
Baku, Aserbaidschan
Über mich
Customer support/experience and project management professional having experience over 5 years bringing strong technical, analytical and leading skills. My main passion is to give my operational and technical knowledge while creating processes, flows, backoffices, CSM modules and team plan everywhere I participate. People always recognize me as a colleague who takes more responsibilities and access than a regular position takes, to be ensure that my workplace and abilities should meet customers’ demands and organizational needs. I am a quick learner and never be saturated with the new journeys and experience
Werdegang
Berufserfahrung von Hakan Ermis
Bis heute 11 Monate, seit Juli 2023
Operational Excellence Manager
ERKA
2 Jahre und 1 Monat, Juli 2021 - Juli 2023
Operations Manager
Turkish Airlines Holidays - Erka Group
Creating operational process for a new project of ERKA and Turkish Airlines. Planning of training process of the new team members and their adaptation to the company processes and customer service
7 Monate, Nov. 2020 - Mai 2021
Project Manager
Akinon
Managing key client projects and develop detailed sprint plans by coordinating with internal departments. Tracking the performance of each project and report to management in a periodic basis
5 Monate, Jan. 2020 - Mai 2020
Operation Coordination Manager
Metglobal
Managing team leaders to improve customer service and making action plans with other department managers. Ensure the retention of profitable customers through providing added value to their customer experience
9 Monate, Mai 2019 - Jan. 2020
Customer Support and Experience Supervisor
Metglobal
Training staff in areas of customer service and company policies. Ensuring all team members are achieving their KPI’s daily Proactively assisting and implementing order process improvements
8 Monate, Aug. 2017 - März 2018
Business Analyst
Metglobal
Provide periodical KPI reports to CS managers and determine the problematic issues. Create bug reports and tasks and advise developments for advanced customer support level
7 Monate, Feb. 2017 - Aug. 2017
Customer Support Specialist
Metglobal
Dealing with customer requests provided by ticketing system, e-mail & client phone calls. Review pending orders and specific customers requests to ensure excellent customer service and customer experience
Ausbildung von Hakan Ermis
5 Jahre und 5 Monate, Sep. 2011 - Jan. 2017
International Business
Dokuz Eyluel University
Sprachen
Türkisch
Muttersprache
Englisch
Fließend