Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
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Timur(Tim) Tunali

Longueuil,Canada

Summary

Dynamic and accomplished leader with over 15 years of experience in global customer care and technical support. Specializing in team leadership and operational excellence, with a proven track record of enhancing customer satisfaction, driving operational efficiency, and managing high-performing teams. Expertise lies in developing innovative strategies to improve service delivery, streamline processes, and collaborate across departments to achieve business goals. Passionate about creating exceptional customer experiences and fostering team success.

Overview

18
18
years of professional experience

Work History

M365 Support Lead

Sherweb
01.2020 - Current
  • Lead and coach a team of 14-16 agents, conducting case reviews and providing guidance on customer interaction and technical skills
  • Mentor team members in achieving KPIs, including high customer satisfaction scores (192% SSAT), call volume targets, and resolution rates
  • Conduct interviews and onboard new hires, promoting a high-performance culture
  • Recognized as 'Best Team' by customers six times and awarded 'Team of the Quarter' twice for outstanding service
  • Proactively identify and address project challenges, collaborating with senior management on solutions

Technical Advisor Level I & II

Sherweb
01.2018 - 01.2020
  • Analyzed and resolved technical issues related to Microsoft services, focusing on Office 365
  • Consistently recognized by Microsoft with 'Best Feedback of the Day' out of 30,000 agents worldwide
  • Awarded 'Best Performer' multiple times for exemplary customer service and technical expertise

Section Manager

Inditex (Zara, Massimo Dutti)
01.2007 - 01.2012
  • Managed customer service and handled escalations for high-traffic stores, ensuring a high-quality experience
  • Expanded customer portfolios by 20% annually through superior service and team performance
  • Led merchandising and visual strategies, increasing sales by 27%, and ranked in the Top 5 stores nationally
  • Set records for holiday sales and contributed to becoming the #1 store in the country

Education

Information Technology Diploma -

Institut Teccart
Montreal, Quebec
01.2018

Business Administration - Masters-Level Courses

Southern State University
Irvine, CA
01.2017

English Language Courses -

Language School
San Diego, CA
01.2016

Bachelor of Business Administration -

Anadolu University
Eskisehir, Turkiye
01.2013

Skills

  • Leadership & Team Management
  • Customer Care Operations
  • Process Improvement
  • Data-Driven Decision-Making
  • Communication & Collaboration
  • Team Leadership & Coaching
  • Microsoft Office 365
  • SaaS platforms
  • Technical Troubleshooting
  • Performance Metrics Analysis
  • Customer Relationship Management
  • Team management

Languages

English
Full Professional
Turkish
Native or Bilingual
French
Limited Working

Timeline

M365 Support Lead

Sherweb
01.2020 - Current

Technical Advisor Level I & II

Sherweb
01.2018 - 01.2020

Section Manager

Inditex (Zara, Massimo Dutti)
01.2007 - 01.2012

Business Administration - Masters-Level Courses

Southern State University

Bachelor of Business Administration -

Anadolu University

Information Technology Diploma -

Institut Teccart

English Language Courses -

Language School

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Timur(Tim) Tunali