Halid Erdur

Management of content review operations team for Google Play Store developers and mobile application end-users. I had a chance to manage multilingual teams in different operation tiers. I took part in all new service’s setup processes, from requirements gathering, process definition, technical and human resources planning, following the entire implementation. Also I took a key responsibility to build the tier2 operation from the scratch and provide upskill trainings to content moderator team members. Created an agile environment with delegating tasks to enhance senior advisors skills and support them during the operation, then let them to guide newly joiners.

Regarding team management, I had as main responsibilities:

• Create educational materials to visualize application review patterns in order to facilitate individuals day to day activities.

• Take the main responsibility of scheduling and coaching/monitoring day to day activities during the operation.

• Set SMART goals for individuals in team and ensure that all individuals achieve their targets within expected timeframe. • Ensure compliance with SLAs and measures to improve team’s efficiency,

• Provide excellent quality of service for all clients, development of people skills and optimization of the systems at our disposal,

• Maintain continuous improvement and innovation to make the team to reach maximum efficiency.

• Manage monthly and weekly business reviews with BPO clients, and establish facilitating communication channels with the organization support areas.

Management of Customer Service operations team for nike.com customers. Team in operation was consist of approximately 20 people. I took part in all new service’s setup processes, from requirements gathering, process definition, technical and human resources planning, following the entire implementation.

On team management, I had as main responsibilities:

• Take the main responsibility of scheduling and coaching/monitoring day to day activities during the operation.

• Set SMART goals for individuals in team and ensure that all individuals achieve the targets within expected timeframe.

• Ensure compliance with SLAs and measures to improve team’s efficiency and provide daily huddles and roundtables to team.

• Provide excellent quality of service for all clients, development of people skills and optimization of the systems at our disposal;

• Maintain continuous improvement and innovation to make the team to reach maximum efficiency.

I had main responsibilities as CSR;

• Providing extensive support to nike.com customers via phone and e-mail with empathy and professionalism.
• Handling fraudulent cases and preparing comprehensive reports accordingly.
• Problem solving in all customer needs with out of box thinking.
• Handling our customers' product queries and issues with keeping them engaged to the website.
• Catching KPIs with providing service excellency

• Management of international narcotic unit (1 year)
• Management of public security branch office (1,5 year)
• Management of extortion bureau (1 year)

• Worked as a simultaneous translator for local and foreign conference speakers
• Instant translation and typing from English to Turkish and vice-versa during lectures with presenting text to the main board in conference room.