GUL KAPLANOGLU
Buford
Summary
Experienced Customer Service Manager with over 15 years of experience leading high-performing teams in global organizations. Proven ability to enhance service quality, streamline order management, and strengthen client relationships across multiple brands and regions. Skilled in leadership, communication, and continuous improvement, with a passion for developing people and driving operational excellence.
Overview
21
21
years of professional experience
Work History
Customer Service Manager
Avery Dennison
Istanbul
04.2025 - 01.2026
- Lead day-to-day operations of the Customer Service Team, overseeing order management and customer satisfaction.
- Provide coaching and development opportunities to staff, ensuring alignment with global performance goals.
- Maintain team performance through timely feedback and structured performance reviews.
- Collaborated with sales team to analyze and project sales forecasts.
- Coordinated with operations and supply chain teams to prioritize and manage inventory levels.
- Monitored customer service metrics globally and reported findings to upper management and global customer service managers.
Assistant Customer Service Manager
Avery Dennison
Istanbul
05.2024 - 04.2025
- Gained experience that facilitated advancement into management roles.
- Provided sales support for forecasting and contributed to enhancing workload and productivity of Customer Service team.
- Supported global project and metrics management initiatives.
- I am confident that my skills and experience align well with the requirements of this role.
Customer Service Supervisor
Avery Dennison
Istanbul
05.2019 - 05.2024
- I oversee and support a team of customer service representatives, ensuring excellent customer experience and efficient daily operations.
- My team is dedicated to providing outstanding service by understanding customer requests and finding the best solutions in a timely manner.
- I currently manage 12 customer service representatives across approximately 45 different brands.
Customer Service Executive
Avery Dennison
Istanbul
07.2016 - 04.2019
- Our main responsibility is to follow the entire process from the beginning of an order until delivery to customer and also supporting after shipment regarding quality, delivery, invoice, or any other issues.
- Processed and followed up customer orders from entry to delivery.
- Strengthened customer relationships through consistent communication and timely updates.
- Collaborated with Sales to ensure accurate pricing, quotations, and aligned information sharing.
Reservastion Desk
Sultan Cave Suites
Goreme
03.2012 - 06.2016
- Handled the sorting and distributing of mail and oversaw front desk operations.
- Giving information to guest when arrived the hotel regarding sighseeing area and make a plan for holiday.
Customer Service Executive
Avery Dennison
Istanbul
11.2006 - 02.2012
- Our main responsibility is to follow the entire process from the beginning of an order until delivery to customer and also supporting after shipment regarding quality, delivery, invoice, or any other issues.
- Processed and followed up customer orders from entry to delivery.
- Strengthened customer relationships through consistent communication and timely updates.
- Collaborated with Sales to ensure accurate pricing, quotations, and aligned information sharing.
Air Import Specialty
Ekol Logistic
Istanbul
11.2004 - 03.2006
- Prepare, handle, and process documentation- including house and master air waybills, commercial documents, and customs/regulatory documents.
- Accurately track and trace cargo.
- Dispatch freight.
- Communicate effectively with customers, vendors, other Expeditors offices worldwide, and co-workers through email, phone, instant message, and in person.
- Contribute to maintaining strong vendor relationships- airlines, trucking companies, and others.
- Maintain compliance standards at all times- including internal policies and procedures, external government regulations, and customer requirements.
- Meet key performance indicators to support department, branch, product, and company goals.
Transportation and Logistics
Istanbul University
Istanbul
09.2004 - 03.2006
Education
Transportation and Logistics -
Istanbul University
Istanbul06.2004
High School -
Kabatas High School
Istanbul06.1999
Skills
- Customer relationship management
- Customer service
- Team Management
- Team leadership
- Leading People
- Training & mentoring
- New hire training
- Developing Employees
- Strategic Thinking
- Problem solving
- Conflict resolution
- Work prioritization
- Microsoft Office Programs
Languages
English
Timeline
Customer Service Manager
Avery Dennison
04.2025 - 01.2026
Assistant Customer Service Manager
Avery Dennison
05.2024 - 04.2025
Customer Service Supervisor
Avery Dennison
05.2019 - 05.2024
Customer Service Executive
Avery Dennison
07.2016 - 04.2019
Reservastion Desk
Sultan Cave Suites
03.2012 - 06.2016
Customer Service Executive
Avery Dennison
11.2006 - 02.2012
Air Import Specialty
Ekol Logistic
11.2004 - 03.2006
Transportation and Logistics
Istanbul University
09.2004 - 03.2006
Transportation and Logistics -
Istanbul University
High School -
Kabatas High School