Enes Kaya
Saskatoon,SK
Summary
Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
7
7
years of professional experience
1
1
Certification
Work History
High Income Senior Customer Service Representative
QNB Finansbank
02.2024 - 11.2024
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Strengthened customer relationships through attentive service and prompt resolution of inquiries.
- Generated monthly reports on customer activity and customer feedback.
- Maintained friendly and professional customer interactions.
Senior Customer Service Representative
QNB Finansbank
09.2023 - 02.2024
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Customer Service Representative
QNB Finansbank
01.2023 - 09.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Assistant Sales Representative
Birikim Varlık Yönetim AŞ.
08.2022 - 01.2023
- Built relationships with customers and community to promote long term business growth.
- Expanded customer base through cold calling, networking, and relationship building.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
Lifeguard
Istanbul Metropolitan Municipality
06.2021 - 09.2021
- Handled incident reporting accurately and efficiently, documenting any occurrences that required intervention or assistance from lifeguard staff.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Participated in ongoing professional development opportunities to stay current on best practices in lifeguarding and water safety education.
- Prevented falls near and into pool by calmly reminding patrons to exercise caution around edges.
- Attentively monitored swimmers to identify distress.
- Collaborated closely with management to identify areas for improvement within the lifeguarding program.
- Ensured swimmer safety by vigilantly monitoring pool area and enforcing rules.
- Responded to emergency situations in a timely, efficient manner.
- Assisted swimmers in distress using appropriate rescue techniques based on individual needs and circumstances.
Sales Representative
Sok Grocery Store Chain
12.2020 - 01.2021
- Kept cases and shelves clean and well-stocked by front-facing, checking codes, rotating and removing out-of-date products to achieve fresh and appealing display.
- Maintained food safety standards by properly storing perishable items and monitoring expiration dates.
- Retrieved items for customers and verified prices.
- Enhanced customer satisfaction by efficiently stocking shelves and maintaining a clean store environment.
- Set up new sales displays each week with fresh merchandise.
- Worked with floor team and managers to meet wide range of customer needs.
- Pleasantly greeted customers and provided prompt and courteous service.
Lifeguard
Istanbul Metropolitan Municipality
06.2020 - 09.2020
- Handled incident reporting accurately and efficiently, documenting any occurrences that required intervention or assistance from lifeguard staff.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Participated in ongoing professional development opportunities to stay current on best practices in lifeguarding and water safety education.
- Prevented falls near and into pool by calmly reminding patrons to exercise caution around edges.
- Attentively monitored swimmers to identify distress.
- Collaborated closely with management to identify areas for improvement within the lifeguarding program.
- Ensured swimmer safety by vigilantly monitoring pool area and enforcing rules.
- Responded to emergency situations in a timely, efficient manner.
- Assisted swimmers in distress using appropriate rescue techniques based on individual needs and circumstances.
Lifeguard
Istanbul Metropolitan Municipality
06.2019 - 09.2019
- Handled incident reporting accurately and efficiently, documenting any occurrences that required intervention or assistance from lifeguard staff.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Participated in ongoing professional development opportunities to stay current on best practices in lifeguarding and water safety education.
- Prevented falls near and into pool by calmly reminding patrons to exercise caution around edges.
- Attentively monitored swimmers to identify distress.
- Collaborated closely with management to identify areas for improvement within the lifeguarding program.
- Ensured swimmer safety by vigilantly monitoring pool area and enforcing rules.
- Responded to emergency situations in a timely, efficient manner.
- Assisted swimmers in distress using appropriate rescue techniques based on individual needs and circumstances.
Lifeguard
Istanbul Metropolitan Municipality
05.2018 - 09.2018
- Handled incident reporting accurately and efficiently, documenting any occurrences that required intervention or assistance from lifeguard staff.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Participated in ongoing professional development opportunities to stay current on best practices in lifeguarding and water safety education.
- Prevented falls near and into pool by calmly reminding patrons to exercise caution around edges.
- Attentively monitored swimmers to identify distress.
- Collaborated closely with management to identify areas for improvement within the lifeguarding program.
- Ensured swimmer safety by vigilantly monitoring pool area and enforcing rules.
- Responded to emergency situations in a timely, efficient manner.
- Assisted swimmers in distress using appropriate rescue techniques based on individual needs and circumstances.
Education
Bachelor of Economics - Economics
Pamukkale University
Pamukkale, Denizli, Turkey06.2022
Skills
- Microsoft Office
- Microsoft Excel
- Accounting basics
- Banking regulations
- Economics
- Customer service
- Problem-solving
- Teamwork and collaboration
- Friendly, positive attitude
- Time management
- Attention to detail
- Computer skills
Languages
English
Limited Working
Turkish
Native or Bilingual
Certification
- Coping with Stress and Conscious Awareness- BTK Academy, Information Technologies and Communication Authority (Istanbul, Turkey), July 2024
- Getting to Know The Customer- BTK Academy, Information Technologies and Communication Authority (Istanbul, Turkey), July 2024
- Persuasive Communication in Professional Life- Istanbul University Public Education Center (Istanbul, Turkey), September 2024
- Financial Literacy- TK Academy, Information Technologies and Communication Authority (Istanbul, Turkey), July 2024
- SEGEM (Insurance) Certificate- SEGEM Insurance Training Center (Istanbul, Turkey), August 2023
- Microsoft Office Excel Certificate-Pamukkale Public Education Center (Denizli, Turkey), May 2022
Timeline
High Income Senior Customer Service Representative
QNB Finansbank
02.2024 - 11.2024
Senior Customer Service Representative
QNB Finansbank
09.2023 - 02.2024
Customer Service Representative
QNB Finansbank
01.2023 - 09.2023
Assistant Sales Representative
Birikim Varlık Yönetim AŞ.
08.2022 - 01.2023
Lifeguard
Istanbul Metropolitan Municipality
06.2021 - 09.2021
Sales Representative
Sok Grocery Store Chain
12.2020 - 01.2021
Lifeguard
Istanbul Metropolitan Municipality
06.2020 - 09.2020
Lifeguard
Istanbul Metropolitan Municipality
06.2019 - 09.2019
Lifeguard
Istanbul Metropolitan Municipality
05.2018 - 09.2018
Bachelor of Economics - Economics
Pamukkale University
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