FURKAN TAŞDELEN

[email protected] • Istanbul, Turkey • furkantasdelen.com

PROFESSIONAL SUMMARY

Operations Manager blending operational leadership with digital transformation expertise. Proven record leading cross-market customer support and retention teams across Europe while driving automation, analytics, and AI adoption to improve performance, scalability, and client satisfaction. Adept at building high-performing teams, developing future leaders, and delivering measurable operational and technological improvements.

WORK EXPERIENCE

Operations Manager | TELUS Digital, Istanbul Sep 2023 – Oct 2025

- Directed omnichannel operations across customer service, retention, and back-office functions for clients in fast-fashion e-commerce, mobility, and entertainment accounts across European (including German, Dutch, Bulgarian) and Turkish markets, ensuring KPI compliance, client satisfaction, customer success, operational excellence, and account profitability.

- Achieved a 20% increase in productivity within the first two months and maintained six consecutive months of uninterrupted SLA compliance, demonstrating effective operational planning and team performance management.

- Honored with the TELUS Digital Top Talent Award and graduated from the Beyond Leadership Development Program for exceptional performance and leadership growth.

- Managed budgeting, recruitment, coaching, and leadership development, promoting 7+ team members through structured mentoring and performance-based growth.

- Held Account Manager responsibilities, reporting directly to the Director based in Bulgaria.

- Deployed initiatives to increase employee engagement, job satisfaction, and culture.

- After project ramp-downs transitioned into cross-functional support role assisting multiple locations (including Bulgaria, Germany, Poland) with data accuracy, workflow optimization, bonus system frameworks, operational analytics.

- Built and maintained intelligent dashboards to enhance reporting and decision making.

- Drove change management, digital transformation and successful new client onboarding aligning local practices with global standards in close collaboration with technical teams.

Content Operation Admin | Starmaker (StarX Studios), Remote Jun 2022 – Sep 2023

- Increased user engagement by 50% and in-app revenue by 25% through targeted content strategies and events.

- Developed early AI-based automation increasing moderation efficiency.

- Managed daily/weekly content rankings, planned events and promotions.

- Designed visuals, banners, videos, and interactive UI elements, enhancing UX and retention.

- Led an operations team handling live events and customer interaction.

Community Content Specialist, Advisor | TikTok (Bytedance), Istanbul Dec 2020 – Mar 2022

- Ensured platform safety by enforcing community standards and monitoring risky content.

- Conducted risk analysis and trend tracking to inform global content-policy makers.

- Advisor to business partners, ensuring consistent moderation and guideline alignment.

Alarm and Tech Support Rep | Pronet Security Services, Istanbul Jul 2017 – Apr 2020

- Responded to emergency signals (theft, health, fire etc.) and provided technical support to customers. WOW Service Award, Q2 Star (2018) for exceptional customer support.

- Developed internal Agent Helper software (C#) for alignment and easy access to tools. 80% time saved on agent and team lead login.

Freelance Digital Media and eCommerce Consultant | Self-Employed, Istanbul Jun 2013 - Ongoing

- Design and maintain websites and e-commerce systems for small businesses while managing social media strategies, advertising campaigns, and brand identity development.

- Produce visual content using Adobe tools, advise on integrations and automation.

KEY SKILLS

Operational and Analytical

Process improvement • KPI management • Strategic planning • Workflow optimization • Cross-market operations • Performance analytics • Continuous improvement • Agile

Digital and Technical

Automation (Apps Script, n8n) • Data analytics (Sheets, SQL, BigQuery, KNIME) • AI integration (GPTs, Whisper, LLaMA) • CRM/telephony (Salesforce, Avaya, MS Dynamics) • Cloud and DevOps basics (Docker, Cloudflare) • Scripting (Python, C#) • Adobe Creative Suite

Leadership and Communication

Team development • Mentorship • Coaching • Conflict resolution • Presentation and stakeholder management • Creative problem-solving

EDUCATION

Istanbul University – Bachelor’s Degree Faculty of Literature, Linguistics Sep 2016 – Jun 2020

- Student of Honor, GPA 3.06 / 4.00

- Founding Member and Digital Media Lead, Linguistics Society

- Member, IU Debate Society and Global Understanding Project

LANGUAGES

Turkish – Native, English – C1, German – A2

References available upon request.