Filiz Aktuna

•Over 20 years of experience leading and mentoring hundreds of in-house and outsourced employees, driving growth and development across various roles and industries, • Promoted to a leadership role right after the first three years of my career, showcasing leadership skills and frontline expertise, with added responsibilities in complaint management, partner management, and back-office operations, • Cross-functional expertise in quality, training, operations, consumer insights, and innovation, fostering a well-rounded approach to management and leadership, •Managed a global Customer Experience program, contributing to a 100% Net Promoter Score (NPS) increase. •Proven expertise in managing consulting contracts, ensuring effective contract management and negotiation skills. •Implemented a Speech Analytics Project that analysed conversations per month, uncovering the root causes of customer complaints and driving improvements, •Managed training and operating budget •Built a bridge between in-house and outsourced teams , fostering collaboration and seamless communication.