Engin Utkan

General Manager
2013 - 2018
• Led the company with full P&L responsibility. • Achieved a profitable organic revenue growth of 33% in 2017. CAGR over 5 years: 24%. • Managed 40 accounts in various industries such as Telecom, Banking and Financial Services, E-commerce, Technology, and Gaming. • Led Finance, Operations, IT, HR, Business Development, Sales & Marketing, Information Security. • Managed 2,400 people in four cities & four locations including German nearshore. • Improved client satisfaction, employee satisfaction. and brand recognition.

2008 - 2013

Director of Business Development & Operations
2008 - 2013
• Assistant General Manager of Business Development and Operations with P&L responsibility. • Grew the revenues of outsourcing call center 5 times in 5 years: 35 accounts and $20M in revenues. • Led Business Development function, including the design of new products and services, pre-sales and sales activities (private & government tenders), strategic partnerships, pricing. and marketing. • Set up Salesforce.com to manage the sales pipeline and the sales team efficiently. • Managed 2,300 employees in 11 cities for customer accounts including Digiturk, Turkcell, BP, Sony, Denizbank, Ministry of Education, Ministry of Health and Ministry of Labor. Achieved 84% B2B CSAT. • Created and managed the business plan for Global Bilgi entry into Ukraine and Belarus Market.

2004 - 2008

Global BPO & Service Desk Manager
2004 - 2008
• Led Service Desk (Call Center) and Business Process Outsourcing in Siemens Turkey. • Managed 600 call center employees in 20 projects, including the Toshiba Project (technical help desk in three European languages), LocIST Project (technical help desk in German language), Command and Control Center (technical monitoring of European servers), HSBC, Garanti, and Citibank. • Shaped the future of Siemens call center business as a member of the Global Service Desk Council. • Responsible for the Budget and Profit & Loss of Istanbul Global Production Center.

2001 - 2004

Mobile Customer Service Department Manager
2001 - 2004
• Managed Customer Service Department of 400 mobile telecom support employees responsible for inbound & outbound calls, front & back office, activations and corporate client services. • Consistently achieved 96% customer satisfaction based on independent surveys. • Designed a Customer Service IVR to provide information and transaction support. • Managed an outsourcing vendor for document scanning, indexing and archiving.

Automating Business Process | Salesforce MVP | Founder at Flow Canvas Academy