Omerdogan Kutlu

Managed end-to-end customer service processes for residential flooring projects, ensuring smooth communication between clients, sales teams, and installation crews.

Coordinated scheduling and project timelines, overseeing multiple residential flooring installations from order to completion, ensuring deadlines were met and customers were satisfied.

Provided exceptional customer support by addressing inquiries, troubleshooting issues, and resolving any concerns related to product selection, installation, and warranty.

Conducted on-site visits to assess project progress, address client concerns, and ensure quality control in installations.

Oversaw inventory management, coordinating product availability and ordering with suppliers to avoid delays and ensure seamless project execution.

Tracked and updated project status, delivering consistent updates to clients via phone, email, or in-person meetings.

Developed and maintained strong customer relationships, ensuring repeat business and positive referrals through high-level service and follow-up.

Collaborated with cross-functional teams (sales, warehouse, installation) to ensure customer satisfaction and adherence to project specifications.

Managed post-installation service requests, including warranty claims, maintenance recommendations, and minor repairs.

Utilized CRM software to manage customer accounts, schedule installations, and track communication for efficient project management.

Leadership:
Collaboration & Leadership: Worked with a team of 3 individuals towards achieving sales, service, and operational goals. Acted as a leader by example and coached the team.

Performance Expectations: Helped set clear goals for staff training in sales, customer service, and operations to meet company standards.

Communication & Priorities: Effectively communicated priorities and sales-driving information to ensure the team is aligned with business opportunities.

Performance:
Business Plan Support: Assisted in achieving sales, customer service, and operational goals in alignment with store business plans.

Data-Driven Decision Making: Utilized store reports to analyze business decisions and presented fact-based recommendations to the team for improvement.

Performance Improvements: Identified areas for performance improvement and collaborated on plans to address issues.

Operational Excellence:
Staffing & Scheduling: Ensured accurate scheduling and staffing for initiatives and operational tasks, maintaining optimal sales coverage.

Program Implementation: Supported the implementation of store programs designed to improve sales, service, operations, and branding.

Workplace:
Learning & Development: Promoted a culture of continuous learning and development, ensuring training tools were utilized.

Team Communication: Partnered with management to hold regular store meetings and keep the team updated on company directives.

Customer Experience:
Customer Service Training: Assisted in training the team to meet customer service expectations and create an exceptional customer experience.

Exceeding Customer Expectations: Worked with management to ensure the team exceeded customer expectations, aiming for a high Net Promoter Score (NPS). Customer Feedback: Utilized customer feedback to understand decisions and resolve customer concerns appropriately.

Provided exceptional customer service to commercial clients, addressing inquiries and concerns related to roofing projects, repairs, and maintenance services.

Acted as a liaison between customers and the roofing team, ensuring clear communication regarding project timelines, materials, and expectations.

Assisted in scheduling roofing assessments, repairs, and installations, ensuring timely and efficient service delivery to commercial properties.

Managed customer requests for estimates, coordinating with the sales and operations teams to provide accurate and competitive quotes.

Resolved service issues, warranty claims, and post-installation concerns, ensuring customer satisfaction through proactive problem-solving.

ollaborated with project managers and roofing specialists to provide updates on project status, potential delays, and completion timelines.

Tracked project progress and quality control, ensuring roofing installations met client specifications and regulatory requirements.

Supported billing and payment inquiries, providing clear explanations of invoices, payment schedules, and financing options.

Contributed to customer retention efforts by following up post-project completion to gather feedback, address concerns, and ensure long-term satisfaction.

Participated in team meetings to discuss customer feedback, identify areas for process improvement, and share best practices.