Fırat Kaya
Customer Experience, Quality & Operational Excellence Professional focused on SLA Analytics, Process Improvement and AI-Assisted Quality Evaluation.
Professional Summary
Experienced professional in customer experience, quality operations and operational excellence. Skilled in analyzing support processes, SLA performance, customer feedback and operational bottlenecks to improve service quality and business outcomes.
Core Focus Areas
Experience Highlights
Built and supported analysis models focused on SLA performance, long-running tickets, waiting statuses, bottlenecks and high-impact operational problem areas.
Managed and analyzed customer feedback programs such as NPS, identifying experience gaps and sharing actionable insights with business stakeholders.
Contributed to quality evaluation studies for customer support processes, including first update quality, ticket handling behavior and communication standards.
Used Power BI, Excel and process analysis methods to transform operational data into clear dashboards, findings and improvement opportunities.
Selected Strengths
- • Turning operational data into clear business insights
- • Identifying root causes behind SLA and support delays
- • Creating practical improvement actions from quality findings
- • Communicating analysis results in a simple and actionable way
- • Combining customer feedback with process performance data
Contact & Professional Profile
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