Selim Tepeler

Work Experience

Senior CX Digital Solutions Specialist
September 2021 – Present | Hamburg, Germany

Leading data-driven product improvements and automation initiatives within the Customer Experience (CX) department.
Implementing AI-driven solutions to optimize product features and reduce operational costs.
Defined and tracked key performance indicators (KPIs) to assess product impact and aligned these metrics with business goals.
Managed chatbot project integrations, expanding digital products into new markets and reducing ticket resolution costs by 12%.
Collaborating with development teams to optimize product functionality through automation and machine learning.

Key Achievements:

Achieved a 24% ticket deflection rate, reducing average handling time by 2 minutes.
Implemented chatbot integrations across two products, expanding into six new markets.

Customer Experience & Market Research Supervisor
August 2020 – September 2021 | Istanbul, Turkey

Developed and implemented CX strategies for banking products, improving customer satisfaction and retention.
Analyzed data using SQL, R, and Power BI, providing actionable insights to optimize customer interactions and product features.
Conducted competitive market research, leading to better product positioning and enhanced customer loyalty programs.

Key Achievements:

Reduced customer churn rates by optimizing user journeys and introducing targeted interventions.
Improved Net Promoter Score (NPS) by 15%, focusing on personalized customer experiences.

Product Management Intern
July 2017 – August 2017 | Istanbul, Turkey

Conducted market research and analyzed sales performance metrics for cake products.

Assisted in product innovation by researching market trends and competitor strategies.

Contributed to the development of pricing and distribution strategies to enhance product profitability.