Gürkan KUTLUHAN
Angestellt, Customer Service Manager, Metalfrio Solutions
Manisa, Türkei
Über mich
25+ years experience and advanced skills regarding after sales business processes development and project management to eliminate non-value-added activities, develop productivity and efficiency, improve quality of service and customer satisfaction, reduce service cost, expand profitability. Significant know-how on sales of spare parts, accessories, post warranty services, extended warranty contracts, transportation contracts, refurbishment services, 2nd hand products and installations. Specialties : B2B&B2C Sales, Field Operations, Customer Relations, Product/Service Quality, Accessory/Extended Warranty/Post Warranty Sales, Graded (2nd hand) Product Sales, Contract Management, P&L Management, Refurbishment Center Management, SDA Service Center Management, Spare Parts Warehouse Management, Training Center Management, Call Center Management.
Werdegang
Berufserfahrung von Gürkan KUTLUHAN
Bis heute 5 Jahre und 2 Monate, seit Apr. 2019
Customer Service Manager
Metalfrio Solutions
• Execution of After Sales Service business processes in line with the company targets. (Shipment rate within 24 hours for spare part orders has been increased from 48% to 90% in 2021) • Making a budget plan of Service P&L. (Annual revenue has been increased by 20% in 2020.) • Monitoring each customer incident in line with SLAs to develop service quality. (The fixing time of service calls has been reduced by 12%, customer satisfaction has been increased from 88% to 94% in 2019.)
14 Jahre, Apr. 2005 - März 2019
After Sales Customer Service Quality & Graded Products Manager
Whirlpool EMEA
• Following Service & Returns KPI’s in order to increase service quality and decrease service costs. • Preparing Product Quality Reports and sharing with all Plants in order to increase product quality. • ISO 9001 Quality System Management. • Following Turkish Consumer Law and similar legal regulations. • Technical Documentation Management. • Training Center Management. • Refurbishment Center Management. • SDA Service Center Management. • Call Center Management.
• Field visits (Service Partners inspection, dealer/consumer visits, marketing researches regarding competitors) • Service Partners Account Management. • Performing Communication and Sales Methods Trainings for service technicians. • Solving problems of consumer and dealer, responding consumer complaints that come from Industry and Trade Ministry, Institute of Turkish Standards and other Consumer Associations.
2 Jahre und 11 Monate, März 1995 - Jan. 1998
Service Engineer
EMAR (ECA) Satış Sonrası Müşteri Hizmetleri San. Tic. A.Ş.
• Visiting Service Partners and controlling office, workshop, warehouse (spare parts stock level) in accordance with company standarts. • Preparing various monthly reports in order to increase service quality and consumer satisfaction.
1 Jahr und 5 Monate, Juli 1992 - Nov. 1993
Air Conditioner Team Leader
Termal Koll. Şti
• Selling different type of air conditioner and installation team management.
7 Monate, Nov. 1991 - Mai 1992
Draftsman
Erol Baysal Muhendislik
• Drawing projects of plumbing and HVAC systems for houses, offices and plants. (during university education as a part-time)
Ausbildung von Gürkan KUTLUHAN
3 Jahre und 9 Monate, Okt. 1988 - Juni 1992
Mechanical Education Division – Plumbing & HVAC Systems Technical Instructor
Gazi University Technical Education Faculty
2 Jahre und 10 Monate, Sep. 1984 - Juni 1987
Plumbing and Heating Systems Division
Çınarlı Vocational High School
Sprachen
Türkisch
Muttersprache
Englisch
Gut