Customer Service Team Lead

Rate, USD
Not specified
Work schedule
Full Time, Part Time, Temporary,
Language skills
English, Turkish
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About me

As a Customer Service Team Lead at ModSquad, I lead a team of advisors who provide exceptional customer service in English and Turkish through various channels, such email, and live chat. I ensure that our team meets the highest standards of quality, accuracy, and efficiency, and that we deliver first-contact resolutions to customer inquiries and issues. I also maintain a thorough QA process and give feedback to advisors, focusing on their knowledge, TTFR, ToV, and motivation.

With more than three years of professional experience in customer service, I have developed a strong set of skills and competencies that enable me to excel in my role. I am tech-savvy, detail-oriented, and proficient in content moderating, with a keen eye for detail. I am also certified in Python, which allows me to handle complex and technical customer queries. Moreover, I am passionate about building strong relationships with customers and inspiring confidence and satisfaction. My goal is to provide a seamless and positive experience for every customer and to empower my team to do the same.

Professional area


2014-2018 Translation and Interpretation (English) @ Marmara University


November 2022 Customer Team Service Lead @ ModSquad

– Leading advisors, providing guidance and support to ensure top-notch customer service delivery
– Keeping advisors up-to date with changes and updates
– Maintaining thorough QA process and giving feedback to advisors by placing emphasis on knowledge, TTFR, ToV and motivation
– Identifying and addressing issues & questions of customers
– Building the bridge between advisors and management in terms of any technical issues, work-related questions and doubts related to workflows

September 2021 - November 2022 Customer Service Specialist @ Modsquad

– Delivering exceptional customer service in English & Turkish as a T2 advisor
– Experienced in various channels such as live chat, email and phone support
– Tech-savvy, detailed oriented, having excellent writing & speaking skills, positive, solution focused, open to constructive feedback

December 2020 / August 2021 Call Centre Agent @ Turk Telekom / AssisTT

During my time as a call center agent for Turk Telekom, the biggest internet and mobile service provider company in Turkey, I had the opportunity to work with a diverse range of customers and provide them with exceptional service in both English and Turkish languages.

My daily tasks: answering inbound calls, creating tickets, and resolving customer issues in a timely and efficient manner.

During that time, I developed excellent communication skills and was able to work collaboratively with my colleagues to provide the best possible service to our customers. I gained extensive knowledge of internet service and was able to explain complex technical concepts in a clear and concise manner.

My experience at Turk Telekom has taught me the importance of being patient, empathetic, and solution-oriented when dealing with customer concerns. I am confident that my skills and experience make me a valuable addition to any customer service team.

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