Spain

Customer Experience (CX)

Business Transformation

EAE Barcelona

Galatasaray University

Bengi Erguven

Leadership & Transformation Mentor

Mentor Website

Communication

Problem-solving

Time management

Critical-thinking

Empathy

Organisation skills

Customer service

Conflict resolution

Stakeholder management

Leadership

Project management

Tableau

Trello

Asana

Canva

Collaboration

Team player

Presentation skills

Introduce yourself, define mentoring expectations and goals. Learn and grow together.

General mentorship

Making remote and globally distributed teams work for you and your needs.

Working remotely

Learn essential burnout prevention techniques and replenish physical and emotional energy.

Managing burnout

Talk to people who have learned to manage their imposter syndrome.

Dealing with imposter syndrome

Understanding factors that lead to a motivated team - recognition, communication and more.

Keeping team members motivated

Understand the process of training, motivating and directing your team members.

Managing people

How to create a positive workplace culture that drives collaboration and productivity?

Fostering a good team culture

Steps to building and maintaining a strong, cohesive and effective team.

Building an effective team

Learn the tips to successfully manage a team in a remote environment.

Managing a remote team

How to determine what is a good balance of skill sets for your organization's needs

Building balanced teams

Strategies for maximizing your design internship or co-op program.

Getting the most out of my internship

Tips for transitioning into a new role or company.

Changing roles

How to successfully prepare and position yourself for a job promotion?

How to get promoted

How to set up the team for success by defining and measuring team's performance.

Choosing metrics and team goals

Manage team expectations and get the most out of your meetings.

Running effective meetings

Identify and define potential product problems and generating possible solutions.

Identifying problems vs solutions

Ways to provide constructive feedback to team members.

Giving effective feedback

Practice HR, technical and behavioural interviews with mentors.

Practice mock interviews

Recruited as a strategic partner to the C-suite to architect the foundational operating model for a high-growth startup. I focus on building the "Operational Playbook" that enables the business to scale 2X without sacrificing quality and improving margin.
Organizational Design: Designed and executed a global governance framework across multiple countries, ensuring alignment between Operations, Quality, and Training.
Rapid Scaling: Orchestrated a 2x increase in headcount as well as operational volumne only in operations team (10 to 20+ employees) within 12 months while maintaining 100% attainment of contractual KPIs.
Efficiency Architecture: Spearheaded process automation initiatives that reduced manual workflows and introduced data-driven reporting systems for real-time executive decision-making.

 Management of large-scale multinational programs (between 200-300 people) providing service in technical support and CS for e-commerce for very well-known worldwide clients in their sectors.
- Supervision and coordination of team leads, team managers, workforce team, admin team and quality analysts.
- Daily, weekly, monthly and quarterly business reviews with the client for KPIs like CSAT, productivity, resolution rate, SLA and AHT.
- Strategy planning based in data analysis and focus areas agreed with client and higher management.
- Decision making in recruitment process for different key roles and their training/coaching after the selection process to support them in their professional growth.
- Implementation of incentive plans based in ESAT surveys

Bengi Erguven🇪🇸