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SANEM AYDIN YAYLA

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8:21 AM (GMT+03:00)
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اللغة التركية
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3
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9
class
اللغة التركية
user_group_man_woman
3
time
9

يتحدث

اللغة التركية
متحدث أصلي
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الانجليزية
C1
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الإسبانية

عني

Hi My name is Sanem Aydın Yayla.

I have a BA degree in Economics and Masters Degree in Business Administration. I completed my masters degree in The University of Notre Dame Australia. After +25 years of professional experience as Omnichannel Manager at Information Technologies Division in both Telecommunication and Finance sectors, I have a managerial level experience in Voice Technologies, Artificial Intelligence.

I have also been working as Online Turkish Tutaro in a Turkish online tutoring platform.

You may visit my below mentioned linkedin profile.
linkedin.com/in/sanemaydinyayla

Thank you for your time and consideration.
With regards,
Sanem Aydın Yayla


Teacher Stats

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timetableمنذ ٤ أشهر
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class9
class_blackboard7.0 lesson average
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جدول مواعيد

السيرة الذاتية

schoolالتعليم

2002 - 2003
Master of Business
The University of Notre Dame - Australia
Master of Business specializing in e-business
1991 - 1996
BA Economics
Marmara University - İstanbul
Economics in English

briefcaseخبرة العمل

Online Turkish Tutor
AmazingTalker
2020
Online Turkish Tutor
Turacoon - Turkey
2019 - 2020
IVR Solutions Manager
Turkcell Global Bilgi A.Ş - İstanbul
Manages an agile IVR team of 50 members formed as an “Agile Organization” and is responsible for all steps in Software Development Life Cycle of IVR channel including conversational flow design, requirement analysis, business and technical analysis, development, functional tests, release management, IVR KPI management. Beside agile functions, responsible for adapting new-technologies like Conversational IVR, Digital Assistant, Visual IVR and IVR specific artificial intelligence projects. Works voluntarily as a Leader Trainer in a coordination with HR and gets a vital role in training of team leaders and specialist in various functions of the company.
2016 - 2019
Omni-Channel Manager
Turkcell Global Bilgi A.Ş - İstanbul
As one of her company’s digital transformation leaders, executed Omnichannel business critical initiatives. Managed 40 senior level team members consist of channel experts, quality assurance and analytics experts, social media moderators, sentiment analysts and graphic designers. Provided strategic consulting to corporate customers for adapting new voice technologies. Managed self-service customer touchpoints, DTMF & Full Speech IVR, Visual IVR, Web chat/Instant Messaging, Chatbots, Social Media channels with an Omnichannel approach.
2003 - 2016
IVR Channels Manager
Turkcell Global Bilgi A.Ş - İstanbul
Managed IVR team of 24 IVR professionals in the fields of IVR design, IVR Quality Assurance and Performance Management, IVR Customer Experience Monitoring and IVR Analytics. Responsible for managing +70 IVR channels and Voice Technology projects ranging from Full Speech IVR, Call Steering, ASR, TTS, Speech-to-Text, Speech-enabled mobile applications to Visual IVRs. Achieved Turkey’s 1st Call Steering Project in Turkish and launched the “Laftan Anlayan Sesli Yanıt Sistemi”, the first IVR with NLU capability in Turkey in January 2011. Achieved Turkey’s 1st Full Speech NLU based IVR system in Turkish and launched the “PromiSES, Baştan Uca Laftan Anlayan Sesli Yanıt Sistemi” which enables to complete all IVR transactions by speaking naturally. Reached a great success in Voice Biometrics – Vocal Password with a world record for 16 million voice prints.
2001 - 2002
Alternative Delivery Channels - Telephone Banking & IVR Project Supervisor
Koçbank A.Ş., İstanbul - İstanbul
Conducted business development activities in Contact Center and IVR channels. İmplemented channel strategies, marketing & business plans, business processes redesign. Executed Web Based Desktop, PIN Project, Electronic Encryption, Call Center Unification, Outbound Call Center, Agent-based Rewarding System Projects.
2000 - 2001
Alternative Delivery Channels - Telephone Banking Project Supervisor
Osmanlı Bankası A.Ş., İstanbul - İstanbul
Executed the first Call Center Project of Osmanlı Bankası as business owner and managed all activities regarding this project from business strategy development to Business and Marketing Plans, from sector analysis, market need analysis to offering customized solutions.
1998 - 2000
Alternative Delivery Channels - ATM and Debit Card Specialist
Osmanlı Bankası A.Ş., İstanbul - İstanbul
Managed 120 ATMs and 100,000 debit cards, conducted channel project management activities from spec creation to live tests. Participated in the activities related to the ISO 9001 Quality Assurance Certificate Process. Managed ATM site selection and foundation, prepared the Marketing and Business Plans of ATM and debit cards.
1998 - 1998
Product Management Specialist
Oyakbank A.Ş. - İstanbul
Retail deposits and consumer loans, loan pricing strategy assessment, loan evaluation
1996 - 1998
Product Management - ATM, Mobile ATM, IVR Channels
Pamukbank T.A.Ş. Istanbul - İstanbul
After 3.5 months Management Trainee Training, worked as Product Management Specialist in internet banking project.

diploma_2شهادات

2020
Online Content Editor Certificate
İstanbul İşletme Enstitüsü - İstanbul
Online Content Editor Certificate
2020
Advanced Excel Certificate
İstanbul İşletme Enstitüsü - İstanbul
Advanced MS Excel Certificate
2020
Wordpress Certificate
İstanbul İşletme Enstitüsü - İstanbul
Wordpress Certificate
2020
Social Media Expertise Certificate
İstanbul İşletme Enstitüsü - İstanbul
Social Media Expertise Certificate
2020
SEO Certificate
İstanbul İşletme Enstitüsü - İstanbul
Search Engine Optimisation Certificate