Experience | Betul Akbas

April 2016 - June 2022

DIRECTOR OF CLIENT SERVICES,
SE. TEX. USA - TURKEY

Created strategies and managed strategic day-to-day relationships with Alexander Mc Queen, / Celio / Jack and Jones / Zara and other key accounts.
Evaluated seasonal product development requests conferring with clients. Identified clients’ needs, developed new products by working with designing and development teams to increase sales and revenue for both parties.
Reviewed and revised production procedures along with quality control, took necessary measures to improve customer satisfaction and loyalty.
Negotiated contract details and offered necessary revisions.

Notable Accomplishments

Increased client life time and loyalty by improving communication and implementing regular visits.
Generated additional 2 million sales / unit in 2017 by designing a new product line.
Increased export rate by 70% to Bangladesh, Spain, Portuguese, France, Morocco, Tunisia and Pakistan, by offering annual sales opportunities to existing clients.
Added 2 new key accounts in 2019 and 2021.
Developed new business model by creating a new brand and product line in 2021.

July 2015 - April 2016

Managed strategic day-to-day relationships with American Express.
Presented weekly status meetings to Amex Executives.
Reviewed operational reports to identify operation’s performance, followed up with Operation Executives daily weekly, monthly and quarterly basis to create strategic planning in order to meet and exceed goals.
Directed and coordinated organization's financial and budget activities to increase efficiency.
Negotiated contract details and offer necessary revisions.

Notable Accomplishments

September 2013 - July 2015

Managed IT Services engineering team of 10.
Evaluated client requests and coordinated with engineering team to create resolution and action plan.
Determined service delivery time to set client expectation.
Implemented SLA standards.

Notable Accomplishments

July 2012 - June 2013

Built International Customer Service and Complaint Management departments from scratch.
Restructured and established departmental policies, goals, objectives, and procedures.
Evaluated and determined the systems/programs to be used in Customer Service.
Negotiated and approved contracts and agreements with suppliers, distributors.

Notable Accomplishments

Increased Customer Service response rate by 15%.
Decreased payroll 15% by building cross functioning teams and avoiding new hires for additional divisions. Increased employee satisfaction by improving communication, mentoring and offering internal growth opportunities.
Decreased Customer Service expenses and human error rate.

December 2005 - May 2012

Directed Sales, Customer Service, Fraud Prevention and QA departments.
Established and implemented departmental policies, goals, objectives, procedures, conferring with VP, HR, and staff members.
Planned and directed activities such as sales promotions, coordinating with other department heads as required.
Created and Implemented surveys to determine focus of sales and customer service efforts.
Negotiated and approved contracts and agreements with suppliers, distributors, federal and state agencies.

Notable Accomplishments

Decreased Call Abandoned rate by 8%.
Increased Sales Conversion rate by 15%, Revenue Generated by Customer Service by 12%, Customer Satisfaction by 14%
Decreased Charge Backs and Fraud Activity by 87%.
Decreased turnover ratio, increased morale, commitment and employee satisfaction.
Decreased payroll / customer service expenses 10% by systemizing job descriptions and positions.

September 2003 - December 2005

Identified prospective customers by using business directories, followed leads from existing clients, attended trade shows, and conferences.
Contacted regular and prospective customers to demonstrate products, explained product features, and solicited orders.
Monitored market conditions, product innovations, and competitors' products, prices, and sales.

Notable Accomplishments