Aysegul

ASNBank (formerly known as deVolksbank) (September 2024-Present): Continue on Pega Customer Service CTI Phone Integration ASNBank (April 2024- August 2024): Term Deposit product opening process migration from STP to Pega for single, joint and child roles. It supports internet banking (web, app) and Pega Customer Service ASNBank (Oct 2022-April2024): Pega Customer Service CTI Phone Integration at de VolksBank Responsibilities: As a Requirement Engineer, I am leading phone integration project by utilizing Pega Call features able to connect Pega CS application with AVAYA. I collect functional requirements of Collections stakeholders, manage the relations, help PO to set vision for end goal and MVP, help Pega scrum team to refine the user stories and deliver product increments.

Generated scheduled campaign sales queries via IBM Unica Campaign Management tool Designed automaticInbound&Outbound campaign reports via SAS Calculated CPA (Cost per acquisition) and CSR (Campaign sales ratio)metrics and evaluated campaign results Followed campaign success ratios closely within the scope of Retail Sales Automation Communication Strategy Decreased workload via automation of those reports Sustained business departments and users to keep following campaign results online Organized product categorized campaign sales performance meetings quarterly Given feedbacks for converting successful campaigns to ongoing communication Prepared and published weekly Preapproved Consumer Loan, Overdraft Account reports Analyzed branch/product/channel based campaigns Found out the right offer for the customer among many offers Done A/B testing campaign success analysis Prepared campaign target group customers lists Categorized inbound and outbound marketing activities according to customer journey and life cycle as Acquisition, Crossell, Upsell, Deep sell, Retention, Attrition, Winback, Activation campaigns and informative communications Designed product offer catalog for evaluating better after executing campaign according to their categories Designed customer contact strategies: from which channel we touched our customers with which frequency Done contact analysis and designing contact and optimization rules Responsible for Unica technical healt check and developing issues Interaction between CRM Strategy & IT departments, developed tool needs and followed the status of the IT&Business issues Close relationship with Sales, ADC, Product Management departments Listened and monitored call center campaign calls according to give feedback and develop processes Customer complaint management, analysis of complaints and opt out lists Generated NPS (net promoter score) survey linksand prepared focus customer group data Prepared and evaluated team working survey

Since November 2019 I am Technical Product Owner of Pega BAU Development and Operations team. I monitor BAU backlog. I do refinement with Commercial PO. I led Sprint Planning meeting. I create tasks and sub-tasks and coordinate the prios and planning. As PEGA Decisioning Architect, I took end-to-end responsibility on developing decisioning strategies, omnichannel campaigns, propositions, treatments and customer journeys by utilizing PEGA CDH Dev Studio and Next Best Action Designer. I conducted unit tests and drove the documentation to standardize the way of working by following PEGA’s best practice development guidelines and DevOps acceptance criteria. As a PEGA Business Architect and Technical Product Owner of CVM Campaign DevOps team which consists of six internal, fifteen external people, I was responsible from PEGA Always on Marketing backlog during the campaign operations migration project and the digital transformation. I had a key role of gathering stakeholders' business requirements and delivering them the best solutions by leading the team who develops the Always on Marketing solutions via PEGA CDH. I assisted marketing tribe members on their decision-making process to get a common understanding of PEGA CDH features in order to make meaningful dialogs with the customers. I led PEGA Decisioning Architects and PEGA Quality Assurance collogues to translate business backlog into granular technical decisioning backlog items to ensure robust AoM design framework by leading refinement and sprint planning sessions. I represented the team in Scrum of Scrum meetings to manage dependencies across Scrum teams and mitigate the risks earlier. I participated candidate interviews, and I was a mentor of new team members to encourage them to grow and bring their best self into the business. *Work with Agile methodologies and be experienced in Kanban, Lean and Scrum way of working *Take active expert campaign developer role and campaign flow design role on migration project of Ziggo outbound campaigns from Liberty Global IBM Campaign instance to Vodafone IBM Campaign instance *Take business analyst role on helping Ziggo Acquisition commercial team's campaign development and operation necessities *Be an owner of all Ziggo Premium content outbound campaigns developments regardless they are commercial or not also do operations of NPS and newsletters email deliveries and Xsell Vodafone lifecycle campaigns on Ziggo base *Take SPOC role from devops team on Ziggo marketing datamart project, gather campaign data necessities and contact IT developers afterwards participate on UAT *Take all campaign development responsibilities of Ziggo MediaBox Next project. Design offline communication customer journey together with marketer *Constantly helped commercial to design campaign lifecylces, campaign flows and use right touchpoints *Develop inbound campaigns both for Ziggo and Vodafone customers across assisted and non assisted digital channels and maintain BAU activities on Next Best Action activities in Pega Marketing *Lead meetings in every two weeks to discuss hot topics about all customer decisioning strategies where all management level attending from stakeholders, data analytics team and capability project team *Facilitate several workshops to set proposition hierarchy in right position *Take business analyst role gather all business requirements in terms of campaigning, Pega best practices and Vodafone Group blueprint together and present business alternative approaches *Participate impact analysis discussions of Pega project when there is a change on decisioning *Do refinement together with business to understand campaign necessities help them on designs before developing customer lifecycles and define dependencies and prioritize the tasks accordingly

• Generate recurrent SMS, e-mail, branch and call center campaigns via Chordiant Marketing Director (CMD) • Carry out automated campaign data processes such as credit card sales, cash advance with installment sales • Responsible for pre-prepared loan data processes and campaigns' efficiency • Define cross-sell products and generate cross-sell and activation campaigns • Increase value of the customers due to contacting at right time through their life-cycles

• Keep tracking active customers’ pool and adopting new strategies to retain and increase • Managing pricing strategies • Market share forecasting of acquiring • Sharing and evaluating the performance (KPI) of sales & marketing representatives for all regions and branches of the bank • Designing CRM campaigns (customer retention model, activation, upsell and winback campains, campaign scripts) • Follow up offer success and sales performances of channels • Design daily running SAS EG queries • Responsible for Mastercard projects at acquiring new customer acquisition • Responsible for POS acquiring portfolio performance analysis for all sole properties, SME, commercial and companies business units • Preparation of automated queries for management reports (SAS, AQT) showing merchants’ turnovers, profitability, commissions and fees • Responsible for Mastercard projects at acquiring both benchmark