YILDIZ KAYA
Istanbul,Turkiye
Summary
Banking professional with 13 years of experience across retail, commercial, and corporate banking. Expertise in customer relationship management, loan monitoring, compliance, and financial product sales, with a strong interest and growing knowledge in investment analysis. Familiarity with Turkish and Canadian banking systems. CFA Program candidate with strong analytical skills and attention to detail.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Experience Associate
Scotiabank
Toronto, Canada
10.2023 - 09.2025
- Provided high-quality service by assisting customers with daily banking needs.
- Processed deposits, withdrawals, transfers, bill payments, and other transactions accurately.
- Responded to customer inquiries and resolved issues in compliance with bank policies.
- Handled cash and cheques with a high level of accuracy and attention to detail.
Customer Relationship Manager
Türkiye İş Bankası
Istanbul, Turkiye
09.2022 - 08.2023
- Developed and implemented sales strategies aligned with branch and bank targets.
- Promoted banking products including credit cards, loans, and investment products.
- Analyzed customer needs and market trends to identify growth opportunities.
- Built and maintained strong client relationships to ensure long-term customer satisfaction.
Supervisor (Head Office)
Türkiye İş Bankası
Istanbul, Turkiye
03.2019 - 09.2022
- Monitored commercial and corporate loan portfolios at Head Office level.
- Reviewed loan agreements, collateral documents, and credit files for accuracy and compliance.
- Coordinated with legal and compliance teams on regulatory and legal processes.
- Supported risk management and credit control activities.
Customer Representative
Türkiye İş Bankası
Istanbul, Turkiye
10.2012 - 03.2019
- Assisted customers with account management, transactions, and banking inquiries.
- Provided clear information about banking products, fees, and policies.
- Identified cross-selling opportunities and promoted relevant financial products.
- Delivered consistent, professional customer service in a branch environment.
Research Assistant Specialist
Method Research Company
Istanbul, Turkey
01.2012 - 05.2012
- Supported survey design and data collection processes.
- Cleaned, organized, and analyzed quantitative and qualitative data.
- Prepared reports, charts, and summaries of research findings.
Mathematics Teacher
Ministry of National Education
Istanbul, Turkey
09.2011 - 01.2012
- Taught mathematics at primary and high school levels.
- Provided private tutoring during and after university education.
Intern
TNT Express
Istanbul, Turkiye
09.2009 - 02.2010
- Supported daily operational and administrative tasks.
Education
Bachelor’s Degree - Mathematics
Okan University
Istanbul, Turkey05.2011
Skills
- Customer Relationship Management
- Retail & Commercial Banking
- Sales and Cross-Selling
- Loan Monitoring & Documentation
- Salesforce
- Data Analysis & Reporting
- Microsoft Office suite
Languages
- Turkish, Native / Fluent
- English, Fluent
Certification
SEGEM
Timeline
Customer Experience Associate
Scotiabank
10.2023 - 09.2025
Customer Relationship Manager
Türkiye İş Bankası
09.2022 - 08.2023
Supervisor (Head Office)
Türkiye İş Bankası
03.2019 - 09.2022
Customer Representative
Türkiye İş Bankası
10.2012 - 03.2019
Research Assistant Specialist
Method Research Company
01.2012 - 05.2012
Mathematics Teacher
Ministry of National Education
09.2011 - 01.2012
Intern
TNT Express
09.2009 - 02.2010
Bachelor’s Degree - Mathematics
Okan University