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Our Teacher

GUNET EROGLU

2007 – 2011 ING BANK A.S.TURKEY
SENIOR VICE PRESIDENT

The company is the seventh biggest privately owned bank in Turkey with 359 branches and EUR 7.2
billion of assets.
 Markedly improved customers’ perception of the quality of services they received, through driving
improvements, engaging appropriate in-house or external personnel, obtaining commitments to
ongoing improvement and, overall, improving the customer’s experience.
 Improved the software development cycle by 10%.
 Successfully eliminated security and access leakages.
 Decreased IT FTEs and associated technical infrastructure procurement costs by between 30% and
40%.
 Established enterprise-wide CRM services (Unica).
 Successfully aligned and delivered CRM activities during the initial transition period in line with
management expectations.
 Took responsibility for the overall health of CRM activities in the bank and demonstrate
the ongoing value to upper management
 Oversee the quality of the work done by the technical teams, and drive the discovery of
new projects adding value to the bank
 CRM Project board presentation sessions planning and presenting
 Driving the execution of the CRM Master plan
 Be directly responsible for the results of the CRM implementation without any decrease in
the customer satisfaction
 Mentor and manage both the Marketing, ADC and IT team
 Software Development, process improvements, MIS reporting, performance management.
2001 – 2007 OYAK BANK, ISTANBUL
SENIOR VICE PRESIDENT
Founded in 1984, Oyak Bank was a leading bank in the Turkish market with 5900 employees and a market
share of approximately 3%. It offered a full range of banking services with a focus on retail banking. The
bank had 1.3 million active retail customers and 13,500 SME customers. In total it had 365 branches
throughout Turkey, with a good representation in all major cities. It was purchased by ING Bank in 2007.
 Established a well-founded service delivery philosophy in Oyak Bank, including the introduction of
strategic review reports; initiated quarterly team meetings, influenced the improvement of working
practices and directed service delivery meetings in support of major customers.
 Established enterprise-wide data-warehouse (Oracle,MS SQL ) and reporting services
(Hyperion,Oracle, MS SQL).
 Managed the information workflow in two IT data rooms facilitating the eventual successful sale to
ING Bank.
 Successfully managed the IT change during the procurement of Sumerbank by Oyak Bank, later
acquired by ING Bank.
 Instrumental member of the team that prepared SLA agreements between Oyak Bank and its
service providers in preparation for the sale to ING.
 Software Development, MIS reporting, process improvements.
2000 – 2001 DOGAN ONLINE
CRM CO-ORDINATOR
Dogan is Turkey’s largest media company.
 Implemented the MIS/reporting system and managed the whole CRM process including the call
centre operations.
 Increased market share by between 20 and 30%.
 Managing call centre operations, customer relations.
1997 – 2000 NCR
DATA WAREHOUSE CONSULTANT
 Successfully implemented a number of data-warehouse projects in EMEA region.
 Significantly increased customer satisfaction and procurement rates of Teradata.