Banu Isinir Cv 2011
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Banu Is脹n脹r has over 20 years of experience in facilities management, environmental health and safety, customer service, and marketing. She is currently the EHS Executive at British American Tobacco in Istanbul, Turkey, where she develops and maintains EHS procedures and conducts audits and training. Previously, she managed a customer service team and call center operations at Siemens and held marketing roles developing strategies and managing client relationships and projects. She is fluent in English and holds a bachelor's degree in public relations and advertising from Aegean University.
Banu Isinir Cv 2011
- 1. A. Banu Is脹n脹r Personal Data Address Line: Yesilbahar Sk.N;49 K.7 D.8 - 34730 Province: Goztepe / Kadikoy City/Country: Istanbul / Turkey E-Mail: banu.isinir@gmail.com Home Phone #: +90 (216) 3594077 Cell Phone #: +90 (532) 6431351 Date of Birth: 19.12.1970 Place of Birth: Ankara Marital Status: Single Education 1994.1995 MASS-BAY COMMUNITY COLLAGE USA/ -Management Skills 1989-1993 AEGEAN UNIVERSTIY- FACULTY OF COMMUNICATION - IZMIR TURKEY -Public Relation and Advertising 1984-1987 MERSINLI TECHNIC HIGH SCHOOL / IZMIR-TURKEY Foreign Language Fluency in English (Oral and written) Professional experiences JUN08 British American Tobacco Istanbul / Turkey Facilities & Commercial TMD EHS Executive Prepare and update EHS standard procedures and instructions for use within the organization Maintaining and improving EHS management system to comply with BAT global standards & other local requirements Plan and conduct internal audit and business review schedule on EHS and follow up with post- audit activities Support external audits by customer and certification bodies Provide guidance in monitoring EHS work plan and objectives with Trade Marketing, Warehouse operations, regional office and commercial functions Monitoring compliance status of EHS system as oppose to legal requirements & others Setting up a steering committee for (continuously reviewing and assessing the effectiveness of the company's EHS Policy, EHS management systems and program) Working with regional and global team to improve existing EHS systems, and development of new EHS system tools. Global report submissions and data mining for the environmental impact report, which provides major data for BATs sustainability report. Participating local and Global EHS development and improvement programs and trainings Preparing EHS related training documents and training schedules. Providing legally and globally required and EHS trainings to BAT employees as it has mentioned on the BAT global policy Creating action plans for the improvement needed areas
- 2. Deciding priorities, budgets and timings; Ensuring implementation of actions necessary to comply with laws/legislation and British American Tobacco's EHS policy objectives; Maintaining program Forming a link with external audiences; and Conducting internal self-assessment reviews by completing the EHS Road Map templates at least annually) -Recommending priorities and general strategies for facilities planning. -Developing and maintaining internal standards for facilities; -Directly managing the planning of construction projects which include development of an appropriate scope of work, including direct management through design, construction or post- construction phases; collaborates with other departments ensuring that work planned by Facilities meets user needs. -Coordinating with regulatory authorities and city and state advisory committees regarding issues such as land use, building code/safety issues, accessibility issues, historic landmark requirements, and others. -Coordinating issues related to infrastructure capacity such as transportation and utilities, and future plans for such capacity -Administers operational budget for facilities activities - Creating vendor management system both for facilities & EHS activities DEC02- JUN 08 Siemens Business Services Istanbul / Turkey Global Customer Interaction (Toshiba) Centre-Supervisor-Junior Operation Manager Managing and improving daily activities of a team of representatives who provide a range of technical solution to Toshiba end users (USA Canada & UK) -Primary responsibility is supervision of employees involved in Toshiba Global Support Centre, Customer Service and Operations. Coach, motivate, train, develop and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others. - Monitor call centre operations, adjust systems and staffing based on load to ensure maximum productivity levels are maintained and constantly improved upon - Ensuring that required call centre service level goals are achieved. Investigate and respond complex customer issues and problems. Ensure Service Level Agreements for the teams' are met. - Prepare daily, weekly and monthly reporting specific to the tactical performance of the call centre. Audit activities related to customer service process, inquiries and requests by utilizing and data reports, technology and relate equipment. Provide internal audit support, as requested. - Providing support to call centre manager and group leader. Develop & implement procedures that adhere to client policies. - Providing technical and procedural input and recommendations for improving existing processes & procedures. Creation of external and internal process. Continually investigate and introduce process improvement measures and present suggestions to group leader/operation manager for consideration. - Ensure creation of work schedules that effectively meet business needs through coordination of shifts and schedules - Interact regularly with executive team and individual department heads to ensure that companys operational priorities are aligned with total company direction. - Working with 6 sigma team on continuous improvement projects as designated supervisor.
- 3. Creating new improvement solutions for better performance on HR, recruitment, retention and personal development etc.. Identifying deficiencies (tools, metrics and reports) and recommending solutions. - Responsible for incident and problem management process improvement, implementation and tracking at ITIL compliance projects. Supporting other ITIL service delivery and service management tracks as local single point of contact. - Interface with key parties and partners affiliated with Customer Service such as , Human Resources, training, quality assurance, PA(Project Analyst), MIS to ensure smooth running operations. Supporting subsidiary call centres by providing expertise (know-how) information for standardization, improvement and best practice sharing. - Participate on client / GEO conference calls to be able to handle escalations and review the operations performance. Determining the clients needs and providing most accurate solutions accordingly. Make staffing recommendations as needed FEB01 DEC02: M.M.C. Warehousing & Representation Inc. Istanbul/Turkey Marketing Manager - Design, implement, and facilitate annual marketing plan for the firm. Support and facilitate development and implementation of marketing plans. Manage and support marketing and sales activities. - Plan and administer the firms Marketing Operations budget; Develops and maintains over- all marketing budget - to PR and advertising. - Organize and implement client relations including: client satisfaction surveys, client development activities, client skills training, special events - Identified and managed the marketing organization's key external business partner relationships. - Maintaining customer and press relations. Conducting market research to reach potential customers. - Co-ordination of external marketing material, development and co-ordination of internal and external communications (e.g. newsletters, advertising, articles, presentations, etc...) Responsible for cooperate identification issues. Working with creative team, advertising agency to creating and/or modifying the identity FEB97- JAN01 Uces Public Relations & Organization Istanbul/Turkey Senior Customer Director/Account Management - Responsible for creating and implementing PR, advertising and marketing projects. Also developing and cultivating relationships with the client and external audiences. Planned the annual budget for PR and Organizations and prepared budget to each customer and make sure all the events are running within budgets, in a form of a presentation. - Work closely with marketing department to create most effective strategies for the customers needs. - Full management of client projects and events, account admin duties, project and Communication planning. - Developed excellent media relations with national and regional media by merging to different strategies for each customer. Organized press meetings for announcement of important developments and innovations in the company and provided opportunity for company authorities to make announcements. - Managed the press department for; preparation of related written and electronic media channel lists by considering the activity area of the client and content of the organization, preparation of bulletins to provide continuous information stream to Media about the activities, innovations, products and services of the company.
- 4. - Advised activities directed to inner body together with human resources department, for the reinforcement of the concept of belonging and improving motivation. - Worked closely with the advertising agency, which were working for the customers, for creating media relations parallel to every customers advertising projects -Working on project by project basis & offering periodical customer services. Offering corporate identity and internal composition for the companies... JAN96- JAN97 Inter-media Publication Group Istanbul/Turkey Advertising Sales Manager -Managed advertising sales for the news paper and weekly magazines of Inter-media Co- authored inter-company guide on effective advertising sales; assisted in management of display advertising accounts, and researched new account prospects for display advertising. -Managed banner, sponsorship & strategic advertising sales as well as understanding of news paper and the weekly economic magazines advertising concepts. -Coordinated and implemented Customer profiles activities. -Prospected existing sponsor/ exhibitors for news paper and weekly magazines. -Implemented sales strategies to help reach sales objectives. -Planned and organized promotion campaigns. -Planned, negotiated and implemented annual barter agreements with target related firms, advertising agency etc. -Also co-operated with all national and multinational advertising agencies and media planning department by giving them special offers and attractive deals to win some of their customers advertising budget to our newspapers and magazines. -Created new ideas concerning all advertising activities. -Developed and established new strategies and objectives for advertising sales team and managed junior staff. Computer Skills CRM Tools : Siebel, OSD Operating Systems & Tools : Windows98-XP Pro, Micro strategy, Blue Pumpkin(data mining and reporting tools), Aqua (Attendance and performance tracking tool) Office Applications : MS Office applications, Outlook, Lotus notes Seminars & Courses 2006-2010 EHS-AUDITOR /REVIEWER DEVELOPMENT SKILLS BAT GLOBAL TRAINING PROGRAM EHS DEVELOPMENT SKILLS TRAINING-BAT GLOBAL TRAINING PROGRAM TEAM LEADER DEVELOPMENT WORKSHOP-BAT PRESENTATION SKILLS UFUK KOC CONSULTANCY COACHING TRAINING UFUK KOC CONSULTANCY 2002-2004 NETRON COMP TIA A+ CERTIFICATION PROGRAMME STRESS MANAGEMENT KADIR OZER LEADING & MANAGING TEAMS-YES CONSULTANCY TELEPHONE DOCTOR TRAINING -PDR LEADERSHIP TRAINING YES CONSULTANCY 1997-1998 TEAM WORKING -BDH- SALES & MARKETING -BDH- PERSONAL QUALITY & PUTTING PEOPLE FIRST -TMI 1994-1995 LANGUAGE EDUCATION PROGRAM / BROOKLINE HIGH / USA References