Günes Ömürgönülsen
Servicing Training Specialist
Budapest
Overview
8
8
years of professional experience
3
3
Languages
Work History
Servicing Training Specalist
Wise
11.2024 - Current
- Provided updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Designed interactive e-learning modules for Enhanced Due Diligence for upskilling employees, expanding access to training resources and fostering a culture of continuous learning.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Established a mentorship program to facilitate knowledge sharing between experienced employees and new hires, enhancing overall team performance.
- Provided training in different modules belonging to Enhanced Due Diligence for employees with different backgrounds.
Due Diligence Product Specialist
Wise
05.2024 - 11.2024
- Unlocked opportunities for improvement across product, operations, compliance and knowledge management
- Worked on various projects related to KYC checks, processes and database
- Worked on bug reports coming from customers' side and implemented solutions to increase customer satisfaction
- Worked with other stakeholders to ensure projects met their deadlines and set requirements
Due Diligence KYC Agent
Wise
03.2023 - 05.2024
- Performed Due Diligence on existing, new and/or potential customers based on risk mitigation controls and certain trigger events.
- Maintained basic understanding of AML/CFT Regulations and how these impact the business, as well as Wise products and Services.
- Assessed Risk level of referred profiles that may or may not meet the Risk criteria expected from escalations.
- Exercised discretion in setting priorities, identifying customer records that require further review and taking action to obtain and follow-up on the information and/or documentation requested.
Service Coordinator
Computacenter Services Kft
09.2021 - 03.2023
- Coordinated and monitored service activities to confirm work met all requirements.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Assess customer needs and developed solutions to meet needs.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
Senior Customer Service Analyst
Computacenter Services Kft
02.2019 - 09.2021
- Managed customer calls and e-mails on a daily basis.
- Always ensured that the service requests and reported incidents are resolved in a proper and efficient way
- Worked as a Quality Analyst - where I set up monthly meetings to discuss ticket quality with the management
- Prepared daily quality-check reports for the CS agents and provided feedback
- Created SLA reports in Excel
First Line Support Analyst
Computacenter Services Kft
10.2017 - 02.2019
- Managed first line customer enquiries over the phone and via e-mail
- Ensured that the reported incidents and requests are completed within the given SLA deadline for IT enquiries
- Ensured customer satisfaction on a daily basis
Education
English and American Studies and Humanities
Eötvös Loránd Tudományegyetem
Skills
- Training delivery
- ITSM
- MS office
- SAP
- Program facilitation
- Project implementation
Timeline
Servicing Training Specalist
Wise
11.2024 - Current
Due Diligence Product Specialist
Wise
05.2024 - 11.2024
Due Diligence KYC Agent
Wise
03.2023 - 05.2024
Service Coordinator
Computacenter Services Kft
09.2021 - 03.2023
Senior Customer Service Analyst
Computacenter Services Kft
02.2019 - 09.2021
First Line Support Analyst
Computacenter Services Kft
10.2017 - 02.2019
English and American Studies and Humanities
Eötvös Loránd Tudományegyetem
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