Senior Customer Service Representative at Turkish Airlines Project - Positive Call Center

Resolved critical travel disruptions (delays, cancellations, baggage issues) under extreme pressure, achieving a 98% customer satisfaction rate and reducing escalations through proactive solution design. Boosted revenue by 15% month-over-month by promoting premium services (upgrades, insurance, loyalty programs) during service recovery interactions. Streamlined complex booking operations for 200+ weekly passengers, managing ticketing, check-in, and policy exceptions while maintaining 100% accuracy in records. Collaborated cross-functionally with Baggage, Flight Ops, and Security teams to resolve systemic issues. Mitigated regulatory risks by enforcing IATA/Turkish Airlines policies and government regulations during sensitive interactions (visa issues, safety protocols). Analyzed and documented 500+ monthly interactions using Excel and PowerPoint to identify trends, contributing to a company-wide knowledge base that improved first-call resolution.

Customer Service Representative at JW Marriott Absheron

Delivered exceptional first-contact experiences by warmly greeting guests, addressing inquiries, and setting a positive tone for service interactions. Optimized guest flow and seating operations in high-volume settings to maintain efficient service delivery and minimize wait times. Resolved service discrepancies promptly, including reservation conflicts and seating delays, through solution-focused interventions. Collaborated with cross-functional teams to ensure seamless end-to-end guest experiences and consistent service standards.

Script Writer & Performer at Summer Fest

Created original theatrical scripts (4 plays) and performed in productions. Developed creative skills through intensive workshops in writing, acting, and visual arts.

Volunteer at Educational Seminars

Managed social media outreach and ticket sales for educational seminars, driving event participation. Trained and coordinated volunteer teams during events to ensure smooth operation.

Senior Customer Service Representative at Turkish Airlines Project

Achieved a 98% customer satisfaction rate and reduced escalations through proactive solution design. Boosted revenue 15% MOM by promoting premium services during service recovery interactions. Streamlined complex booking operations for 200+ weekly passengers, managing ticketing, check-in, and policy exceptions while maintaining 100% accuracy in records. Collaborated with Baggage, Flight Ops, and Security teams to resolve systemic issues, cutting repeat complaints. Mitigated regulatory risks by enforcing IATA/Turkish Airlines policies during sensitive interactions. Analyzed and documented 500+ monthly interactions using Excel and PowerPoint to identify trends, contributing to a knowledge base that improved first-call resolution.

Sales: Volunteering managed social media outreach and ticket sales for educational seminars, driving event participation. Trained and coordinated volunteer teams during events to ensure smooth operation.

Screenwriter & Performer at Summer Fest

Created original theatrical scripts (4 plays) and performed in productions. Developed creative skills through intensive workshops in writing, acting, and visual arts.

Guest Service / Front Desk at JW Marriott Absheron

Delivered exceptional first-contact experiences by greeting guests, addressing inquiries, and setting a positive tone for service interactions. Optimized guest flow and seating operations in high-volume settings to maintain efficient service delivery and minimize wait times. Resolved service discrepancies promptly including reservation conflicts and seating delays through solution-focused interventions. Collaborated with cross-functional teams to ensure seamless end-to-end guest experiences and consistent service standards.