Osman Cenan Çiğil Resume – Professional Profile

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OSMAN CENAN ÇİĞİL

Current Location: Bratislava, Slovak Republic | Contact me

WORK EXPERIENCE
Data Management Expert August 2023 – Present
ING Hubs Slovakia, Bratislava, Slovak Republic

• Building strong relationships with market data vendors as well as a wide array of ING business units
• Ownership of particular market data categories such as Party Data (KYC related), News and Research, Data Feeds
• E2E ownership of market data contracts, tasks and activities within my category and vendor scope
• Business translation of external data management department processes and implementing them into Agile WoW
• Leading Greenfield KYC initiative from the External Data Management perspective and acting as the SPOC for all external data vendors
• Bringing structure to traditional demand management activities by being continuously in contact with stakeholders and identifying requirements for BAU activities
• Leading TRGScreen Optimize migration project
• Actively identifying and executing cost-avoidance and savings for every market data contract
• Drawing internal process maps and defining process steps for vendor management tasks to create a structural approach for external data management
• Gathering business requirements for EDM to be state about automation, optimization and simplification items
• Facilitating communication between vendors and business to determine requirements of business and apply demand management process steps to execute onboarding, renewing contracting new/existing external and market data demand
• Planning contract renewals using Agile WoW and implementing structured stories and tasks that are derived from process maps

Skills: Data Management · Process Improvement · Planning · Stakeholder Management · Business Analyst · Business Requirements

Product Owner (a.i.), Customer Journey Expert December 2019 – August 2023
ING Hubs Slovakia, Bratislava, Slovak Republic

• Product Owner (a.i.) & Customer Journey Expert for Biking Audit Letters Tribe CSO – PEGA Chapter, Squad Audit Letters
• Former Customer Journey Expert in Tribe CSS, Squad Client Insight
• Creating E2E customer journeys with strong digitalisation, STP focus and FTE savings
• Digitalising current audit letter process 100%, designing and delivering E2E customer journeys for both customers and employees
• Automating operationally heavy, manual audit letter generation using WB data across countries
• Implementation of internal and external APIs for our digital transformation and STP ambition such as eSign, Verification and Confirmation APIs for a fully digitalised audit letter customer journey with an increased STP rate
• Investigated data sources, led data analysts and engineers, connecting APIs, and endpoints for expanding the scope of banking products for each targeted country
• Testing automatically generated audit letters against systems of records and traditional letters, providing feedback for continuously improving the content quality
• Delivering functional designs of automatic document generation in targeted country languages
• Competent working with PEGA Low Code application development
• Certified business translator and PEGA business architect, acting as a bridge between data, PEGA developers, engineers and business with a strong customer focus
• Competent working Agile with ServiceNow and Azure DevOps
• Managing and prioritising the backlog, facilitating Agile rituals (stand-ups, sprint review, refinements, retro sessions)
• Actively working with PEGA developers, IT architects, UX, engineers, data analysts, SMEs and relevant risk parties to deliver features on time and fully compliant with regulations.

Skills: PEGA CPBA · Microsoft Power BI · SQL · CTFL Software Testing (ISTQB) · Information Technology · API Integration · Functional Specifications · Business Analysis · Process Improvement · Business Requirements · Confluence · Scrum · ServiceNow · PEGA · Agile Methodologies · Business Translator 

Customer Care Specialist December 2018 to December 2019
Dell, Bratislava, Slovak Republic

• Improving processes for bulk RMA by having prepared a master Excel file (A month down to a single week)
• Investigation and resolution of pre-delivery and post-delivery issues to deliver the best solutions for Turkish distributors
• E-mail communication to support sales service provided to customers
• Finding new solutions for unusual or problematic situations to ensure the best experience for distributors

Skills: Customer Care · Communications · Process Improvement · Problem Solving

Foreign Trade Manager November 2016 to August 2018
Cangöz Müzik, Istanbul, Turkey

• Lead imports & logistics operations, brand management, marketing, and localisation of internationally manufactured musical instruments & accessories;

GEWA, QS Music (Musik Meyer GmbH), Pirastro GmbH, Thomastik Infeld, Laney, ESP LTD Guitars, Nux FX, D’Addario Woodwinds, Vandoren, Kurzweil, Ritter Gigbags, Conn-Selmer, Ludwig, Bach, Remo, GruvGear, Jody Jazz, GEWA, Ringway, Dörfler, Altamira Guitars, Admira Guitars, Rigotti Ets., Hannabach, Washburn as well as dozens of Chinese vendors.

• Build strong relationships with over 30 brands and vendors
• Create OEM instruments to expand product segmentation aimed at different markets and channels
• Resolve problems concerning transportation, logistics systems, imports, or customer issues
• Maintain metrics, reports, process documentation, and customer service logs
• Negotiate with suppliers or customers to improve supply chain efficiency or sustainability
• Negotiate transportation rates or services and recommend optimal transportation modes, routing and frequency
• Monitor product import or export processes to ensure compliance with regulatory or legal requirements
• Act as a bridge between local technical support and manufacturer companies to come up with solutions to maintain and improve customer satisfaction
• Discover new manufacturers to expand our brands’ range and create more segmentation
• Attend international musical instruments trade shows, maintaining and developing trust-based relationships with renowned brands
• The localisation of internationally manufactured brands in the Turkish musical instruments market
• Monitor competitor activities and deliver & execute integrated marketing plans and brand targets
• Pricing imported products to ensure both end-users and my dealer network get the best competitive price
• Lead the web team for localisation, marketing campaigns, and customer service
• Create and coordinate artist relationships for endorsement activities
• Cooperate with the finance department to ensure all transfers made to vendors on time

Skills: Import Operations · Business Development · Localisation · E-Commerce · Product Marketing · Endorsements · Logistics · Operations · Finance

E-Commerce Manager, Technical Sales Support May 2014 to November 2016
MyDukkan.com, Istanbul, Turkey

• My company reached its highest revenue during my service (25% of its entire revenue since 2005)
• Took full ownership of our YouTube channel with a focus on “Unbiased Guitar Reviews” which had over 12 million views and 13,000 subscribers during my service. I played and recorded electric guitars, edited them, and reamped the raw signals to provide a fair product comparison for our customers
• Tested guitars that we sell daily to ensure they are in perfect condition before we ship them off to customers. I tested over 3000 electric, acoustic bass and nylon string guitars as well as ukuleles from entry to professional levels
• Improved 4-eyes check process for ordered goods (Saving 1.5 mins per order, annually 1000 hours)
• Responsible for over 100,000 customers and directing them to the right products to meet their needs while keeping recommendations and directions fair and unbiased by assisting them with technical knowledge, comparison and fact-based information.
• Responsible for the localisation of over 20,000 musical instruments and accessories aimed at the Turkish musical instruments market
• Act as a bridge between customers, technical services, and importers to get the fastest tech support for our customers
• Continuously do the manual testing of website functions, write test reports and coordinate with web developers
• Lead the product photography sessions to ensure our clients get the right visual information to make the best choice in product
• Competent in full customer cycle starting from product order to delivery process including all orders, invoicing and shipment

Skills: E-Commerce · Customer Care · Digital Marketing · Technical Support · Product Marketing · Functional Testing · Process Improvement · Operations

EDUCATION

MBA, Marketing: University of Wales, Kensington College of Business, London, UK
January 2011 to February 2012
The Impact of Online Collaborations on Competitive Edge (ENG)

General English: Rose of York Language School, London, UK
October 2009 to September 2010
Advanced English C1 Certificate

BSc: Dokuz Eylul University, Metallurgical and Materials Engineering, Izmir, Turkey
September 2003 to July 2009
HAP Coating on Co28-Cr6-Mo Alloys (Türkçe)

CERTIFICATIONS

• PEGA Certified Business Architect (CPBA)
• CTFL Certified Tester Foundation Level (ISTQB)
• Analytics Translation Certificate (APMG International)
• General English C1 Certificate
• Scrum Master Accredited Certification (Scrum Institute)

INTERNATIONAL TRADE SHOWS
Frankfurt Musikmesse, 2017 and 2018 Exhibitions

ADDITIONAL SKILLS & INTERESTS
Investing, SQL, Python, WordPress, SEO, Content & Affiliate Marketing, Electric Guitars, Musical Instruments Industry, Home Recording, E-Commerce, Localisation, Product Marketing

REFERENCES

Bart Zurburg – Central Product Owner at ING
Yon Wilms – Chapter Lead – Data Management
Ignacio Torres – Global Commercial Export Director at Gibson Brands, Inc.
Ibrahim Cangöz – CMO at Cangöz Müzik
Selçuk Uzunhasanoğlu – Founder at MyDukkan

ADDITIONAL PAST ROLES & ACTIVITIES

Chicken Picks Guitar Picks
Turkish Dealer Self-Employed, Izmir & Istanbul June 2013 to Present

• I have been the Turkish dealer of Chicken Picks guitar picks and successfully marketed these high-end, boutique guitar picks in the Turkish market. Note that, this is not a registered business but rather a product marketing attempt to learn about the detailed aspects of introducing a niche product into the musical instruments market in Turkey.

Camden Lock, Stables, Greenwich, Hyde Park, River Thames Christmas Markets
Sales Representative & Trader, London, UK September 2011 to January 2013

• Responsible for selling goods in various stalls in this world-famous market, which gave me the valuable opportunity to use my language and communication skills with people from all over the world.

Club Aquarium, Barback Factory February 2011 to February 2012
Barbacking, Bartending, London, UK

• Barbacking and bartending in several events and venues (The Alice House (Queen’s Park Branch), Bourne and Hollingsworth, MacMillan’s Wedding Party. This meant that I supported the needs of bartenders and worked as a bartender as well in a busy bar atmosphere while dealing with customers in several events and bars.

The SandwichMan London, Caretta Rickshaw October 2009 to February 2011
Sandwich Delivery, London, UK

• I was responsible for my catering quota, where money management, trust and communication were an important part of my job.

Rickshaw Rider, London, UK

• In both physically demanding jobs as a rickshaw rider in Central London, I dealt with adversity in a hectic environment, overcoming the language barrier while improving my communication skills to deal with difficult behaviour.

Freelance Guitar Player & Tutor, Izmir, Turkey 2005 to 2009

Musician

• A life-long passion for music led me to work as a freelance guitar player in several venues. Hann Bar, Ali Bar, Bios Bar, Ontur Hotel, Roi Bar, Deep Bar.

Private Guitar Tutor

• Here I took on over 40 students of varying levels and ages, and successfully taught guitar (electric & acoustic) with patience and an adaptable teaching style depending on the needs of my students. In addition, I also taught music & guitar in London to keep my language improving for professional use.

Osman Cenan Çiğil – cigilovic.com

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