Cigdem Celebi
İstanbul
Summary
With over a year of experience in managing customer service center & contract management and over decade of solid background in credit risk and receivables management, I bring a diverse set of skills to ensure operational efficiency and customer satisfaction. My expertise spans operations management, team leadership, credit policy implementation, cash collection and risk analysis. Passionate about delivering results, I focus on improving processes and building strong customer relationships.
Overview
14
14
years of professional experience
Work History
Customer Service Center Manager/CX Champion/Contract Manager
Air Liquide Turkey
09.2023 - Current
- Ensure timely and effective responses to customer inquiries and develop strategies to enhance overall customer satisfaction
- Implement continuous improvement processes based on customer feedback to optimize service quality
- Monitor and report on customer satisfaction metrics (e.g., NPS, CSAT) to track service performance and drive improvements
- Lead and manage a team of 5 customer service representatives, ensuring high performance and team cohesion
- Provide training, coaching, and development opportunities to the team to enhance their skills and maintain high service standards
- Set clear goals and performance indicators for the team and regularly evaluate performance
- Oversee daily customer service operations, ensuring adherence to service level agreements (SLAs) and company standards
- Develop and refine customer service procedures to improve operational efficiency and reduce response times
- Collaborate with other departments to streamline workflows and resolve any service-related challenges
- Analyze customer data to identify trends, areas of improvement, and opportunities for enhanced customer engagement
- Utilize data insights to implement new customer service initiatives that drive both retention and satisfaction
- Work closely with sales, marketing, and product teams to align customer service strategies with broader business goals
- Act as the primary point of contact for escalated customer issues and collaborate with relevant teams to ensure prompt resolution
- Create and present regular reports on customer service performance, highlighting key KPIs such as resolution times, customer satisfaction, and issue escalation rates
- Use these insights to make data-driven improvements to processes and strategies
Account Receivable and Credit Risk Manager/Finance
Air Liquide Turkey
10.2018 - Current
- Defined and implemented credit management policies to ensure efficient collection processes
- Managed cash collections and receivables, ensuring compliance with company procedures
- Conducted customer risk analysis, providing detailed reports on risky accounts
- Developed and executed bad debt strategies, mitigating financial risk
- Provided early warnings for risky customer statuses to prevent financial losses
- Monitored the aging of debtors and ensured tight control over outstanding payments
- Reviewed the AR ledger daily to track and follow up on incoming payments
- Made executive decisions regarding the suspension of services to high-risk customers
- Prepared monthly reports on key metrics, including days sales outstanding (DSO) and aging reports
- Established and monitored KPIs for the team, ensuring continuous performance improvements
- Managed daily reconciliations and clearings to maintain accurate financial records
AR Assistant Manager /Financial Affairs
Samsung Electronics Turkey
08.2014 - 09.2018
- Managed customer collections, clearing, and reconciliations in line with company guidelines and KPIs
- Tracked and managed invoices from customers, ensuring accurate and timely payments
- Coordinated the issuance of Samsung invoices to customers, promptly resolving any non-delivery issues
- Identified risks related to late payments and non-payment, taking early action to mitigate these risks
- Prepared daily aging reports and worked closely with the sales team to improve accounts receivable performance
- Created and delivered reports to meet department needs, offering actionable insights
- Assisted in customer master data management and supported various AR-related projects
- Conducted BA/BS reconciliations and contributed to the successful completion of AR projects
Financial Specialist/ Finance and Global Reporting
Deloitte Turkey
10.2010 - 07.2014
- Managed daily cash flow operations, ensuring timely and accurate financial transactions
- Prepared, updated, and presented detailed bank transactions and reports for internal stakeholders
- Administered and reconciled multiple bank accounts, maintaining accurate financial records
- Set and monitored customer credit limits to manage exposure to financial risk
- Verified payment details and allocated incoming payments according to customer accounts, ensuring accurate reconciliations
- Monitored collections and payments, performing monthly and daily bank reconciliations
- Liaised with banks to ensure the timely execution of financial transactions and resolve any discrepancies
- Managed foreign interfirm reconciliations, ensuring compliance with international financial standards
Education
Bachelor of Science - Economics
Dokuz Eylul University
Turkey06-2008
High School - Science Track
Ordu Anatolian High School
Turkey06-2003
Skills
- Leadership & Team Management
- Problem-Solving
- Time Management
- Analytical Thinking
- Cross-Functional Collaboration
- Adaptability
- Project Management
- Strong leadership
- Customer Service
- Delegation and Supervision
References
Available upon request.
Projects
Credit Management Project; Developed and implemented a comprehensive system for managing and assigning credit limits to customers, based on financial grading or credit scores, which helped mitigate risk and streamline cash flow.
Languageliteracy
- English, Advanced
- Turkish, Native
Personal Information
- Place of Birth: Turkey
- Date of Birth: 06/05/85
- Nationality: Turkey
Accomplishments
Created a framework for assessing and monitoring customer health, with a focus on customer experience (CX). The customer health score was based on key performance indicators (KPIs) that measured both financial and engagement metrics, leading to improved customer retention and satisfaction. First implemented from Turkey for worldwide of the company.
Timeline
Customer Service Center Manager/CX Champion/Contract Manager
Air Liquide Turkey
09.2023 - Current
Account Receivable and Credit Risk Manager/Finance
Air Liquide Turkey
10.2018 - Current
AR Assistant Manager /Financial Affairs
Samsung Electronics Turkey
08.2014 - 09.2018
Financial Specialist/ Finance and Global Reporting
Deloitte Turkey
10.2010 - 07.2014
Bachelor of Science - Economics
Dokuz Eylul University
High School - Science Track
Ordu Anatolian High School
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