BEYZA KURT TEKIN

• Lead and coach a team of 20 agents, closely monitoring their performance while actively fostering a culture of continuous improvement and knowledge sharing.
• Daily task assignment to 60 employees across 200 queues (tasks) according to their training privilege, queue volume/TAT and client projects.
• Attend weekly global meetings, collaborating with cross-functional teams to ensure project success and alignment with company objectives.
• Monitor key performance indicators, initiating corrective actions as needed, such as performance development plans.
• Produce comprehensive reports and insights for decision-making and client presentations (Weekly and Monthly Business Reviews).
• Act as the primary contact for various projects and initiatives, ensuring successful implementation and client satisfaction.

Key Achievements:

• Led the automation project for queue allocation, resulting in a 30% reduction in agents' waiting time and Team Lead time.
• Successfully reduced the abandonment rate metric from 39.58% to 13.33% (target 15% and below) through Root Cause Analysis and operational improvements.

• Contributed 20 approved insights to the Global Accenture Newsletter, enriching client services.
• Improved SME team’s efficiency through time-motion studies, achieving a 78.72% efficiency rate (target 65% and above).

• Surpassed historically unmet SLA targets for core queues by identifying root causes, implementing effective strategies, and globally rolling out the improvements.

• Managed Project Seagull (creation of scripts to improve efficiency), saving 178 hours per month. Earned recognition from the client for exceptional contributions.

• Provided support and guidance to the team, conducting training, and leading co-working sessions while ensuring constant team updates.
• Identified workflow stoppages, created best practices, and communicated impact, updating the operations team on bug fixes.
• Detected knowledge gaps in training materials and articles and implemented substantial modifications.

• Supported associates via shadowing sessions and help desk.
• Validated, investigated, and responded to urgent inquiries.
• Led Wellness team, overseeing initiatives to enhance team well-being.

• Processed and analyzed complex legal removal requests according to client guidelines, improving operations through process optimization projects.
• Acted as Wellness team delegate, supporting workplace initiatives.

• Ensured customer satisfaction through close interaction, receiving and acting on feedback.
• Arranged store meetings to discuss issues and customer feedback for continuous improvement.

• Oversaw processes in various departments, identifying and improving efficiency.
• Collaborated with departments, applying Project Management practices using MS Project

• Conducted time and motion studies, implemented Lean Manufacturing Techniques such as SMED, 5S, and Kaizen for operational efficiency.
• Completed thesis on "Analysis of Preparation Time and Application" based on results observed in production.

Gained experience in SAP, Access, and Excel programs.

• Managed production processes, identified waste and implemented strategic enhancements.