CV
B2B Support & Customer Operations | Travel-Tech
Eskişehir, Turkey · [email protected] · LinkedIn · GitHub
Summary
Customer support professional with 4+ years of experience in aviation and gaming, including B2B agency support for Pegasus Airlines since December 2023, where I am consistently among the team’s top performers. I investigate GDS and booking-system issues, own agency cases in Salesforce, and coordinate resolutions with back-office and IT teams in English and Turkish. I am targeting product support, B2B technical support and customer operations roles.
Core skills
Support & CRM: Salesforce · B2B Agency Support · Case Management · Technical Troubleshooting · Escalation Management · Intercom · Jira · Zendesk
Travel-Tech Domain: Aviation Operations (IATA/SHGM) · GDS · Booking Troubleshooting · Platform/API Usage Guidance · Localization (EN–TR)
Languages: Turkish (Native) · English (C1 / Full Professional)
Experience
Agency Support Advisor — Pegasus Airlines Project · Concentrix (Remote)
December 2023 – present
- Consistently among the team’s top performers by case volume, resolving the large majority of cases without escalation.
- Regularly achieve the maximum monthly performance score; recognized by my team lead for speed and follow-up.
- Own complex B2B agency cases end-to-end in Salesforce, acting as the technical liaison between travel agency partners and back-office/IT teams.
- Resolve GDS and system-generated ticketing errors and guide agencies on API/platform usage, in line with IATA/SHGM regulations.
- Serve as an escalation point for high-impact cases and report recurring system errors to technical teams via Jira with detailed documentation.
Player Experience Specialist (Contract) · Aniksi (Remote)
September 2024 – February 2025
- Provided technical and gameplay support for a global community via Intercom, managing asynchronous tickets and live chat covering technical, account and payment issues.
- Collaborated with the Risk & Payments team to identify suspicious activity and fraud, helping ensure platform security.
- Reported bugs to the development team via Jira and provided English-to-Turkish localization feedback on the UI.
Concentrix (Remote)
Guest Relations & Customer Advisor · March 2023 – December 2023
Customer Advisor (IB) · May 2022 – March 2023
- Managed escalated guest complaints with a solution-oriented approach, consistently exceeding CSAT targets.
- Streamlined workflows for complex refund and compensation cases, ensuring compliance with international aviation regulations.
- Handled high-stakes written correspondence requiring diplomatic, professional language.
Customer Advisor — Turkish Airlines Project · Comdata (Remote)
June 2021 – March 2022
- Provided English-language support for international passengers: complex ticketing, flight disruptions, and booking adjustments.
- Built foundational experience in global aviation systems (GDS) and high-pressure crisis management.
Education and certifications
- B.Sc., Management Information Systems (in progress) — Anadolu University, Open Education Faculty (enrolled 2026)
- B.A., English Language & Literature — Kütahya Dumlupınar University (2018–2024)
- TESOL Certificate — Arizona State University (2025)
- Fundamentals of Digital Marketing — Google (2025)
Personal projects
- ShiftScan: Defined the needs for a personal shift-planning app and iterated on AI-generated versions through hands-on use and feedback on errors and the interface.