Achievements:
Oversaw a team of 20 online advertising specialists in 3 countries, running the day-to-day business operations, including client relationship management, performance management, and coaching.
Initiated a comprehensive onboarding process for new employees, resulting in a 33% decrease in integration time and a 40% reduction in quality errors due to a knowledge gap in the first 6 months.
Boosted quality metrics QoQ, consistently achieving a score of 90% or higher through the creation of an internal website centralizing materials, tools, and guidelines, enabling easier access for the entire team.
Achievements:
Attained a yearly average of 96% customer satisfaction rate by successfully harnessing data-driven insights and effective communication techniques for campaign optimizations and customer inquiries.
Developed advanced prioritization skills by managing a high volume of customer inquiries in a fast-paced environment, consistently surpassing resolution time objectives with an average of 90% across all channels.
Cultivated positive cross-functional relationships across internal and external teams through open communication and collaboration, ensuring timely resolution of conflicts and misalignments.
Achievements:
Demonstrated flexibility and adaptability in working with a wide range of flight schedules, destinations, and customer needs, successfully handling unexpected situations to maintain high customer satisfaction.
Achieved proficiency in check-in systems and document control for major airlines including Lufthansa German Airlines, Saudia, and Iraqi Airways.
Excelled in handling high-pressure situations and resolving conflicts through active listening and proactive customer support, particularly during flight cancellations and missed connections.
Acquired competency in time management by meeting every customer's needs under a tight timeline, while ensuring accuracy and attention to detail.
Achievements:
Successfully conducted a case study on incorporating three Airbus A380s into an airline's fleet, replacing older widebody long-range aircraft on long-haul routes.
Acted as project manager for the Cessna 182 aircraft simulation model project, leading the organization and coordination of splinter teams and serving as a point of contact for communications.
Prepared a comprehensive business plan for an airline designing project, including network decisions, traffic rights, financial forecasting, and strategies, showcasing expertise in strategic planning and market analysis.
Thesis:
Influence of Social Media Marketing Activities on Consumer Behavior in the Airline Industry: Case Study of Turkey
Coursework:
Air Transport Business Administration, Risk Management in Airline Operation, International Law and Airlaw, Simulation of Logistic Aviation Systems, Modelling and Simulation, Management Systems, Human Factors in Leadership
Achievements:
Founded the Communication and Leadership Club and served as Chairman of the Board for three years, promoting personal growth and self-confidence through events and seminars.
Led a national aviation panel that provided students with valuable opportunities and resources, successfully hosting 16 prominent companies from the Turkish aviation industry.
Relevant Coursework:
Aviation Marketing, Quantitative Methods in Aviation, Aviation Project Management, Airline Management, Quality Management in Aviation, Airline Business Models and Strategic Management, Air Transport Regulations
Internships:
Antalya Airport DHMI, Operations Department, Antalya, Turkey (2014)
Pristina International Adem Yasari Airport, Ground Handling Department, Pristina, Kosovo (2013)
Proficient with Microsoft Word, Excel, and PowerPoint.
Proficient with Adobe Photoshop.
Basic competency of Adobe Illustrator and Adobe After Effects.
Basic competency of SAP.
English: Professional working proficiency
German: Limited working proficiency (B2 level)
Turkish: Native proficiency