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Gökhan Uğurlu | Optimist Consulting

Gökhan Uğurlu

Gökhan Uğurlu
circle_right Gökhan Uğurlu

Founder / Consultant & Trainer

After carrying out hundreds of projects in leadership and senior management positions at Bosch Siemens and Samsung Turkey for 27 years, he decided to offer all his experience and knowledge to the change and development of corporate customers with the Optimist Training and Consultancy company he founded in 2021.

Tasks He Worked On:

  • After Sales Service Director at Bosch-Siemens for 18 years
  • 2 Years Project Director at Bosch-Siemens (Process-oriented restructuring of the entire company)
  • 7 years as Vice President of Customer Experience at Samsung

Areas of Expertise:
  • Training & Consultancy on After Sales Service and CX
  • Consulting on Process-Oriented Design 
  • Management and Leadership Training
  • Change Management & Organizational Restructuring 
circle_right GÖKHAN UĞURLU'S REALIZATION

SOME BIG PROJECTS

  • 30% productivity increase achieved.
  • Balance Scorecard & Performance System was put into operation.
  • The transition from boss culture to corporate culture was completed.
  • An International Award-winning Project.

Complaint Management, Training and Logistics processes were centralized.

Secretary and technician turnover was reduced from 60% to 15%.

For the first time in Turkey, central service points were established with own employees with the target to provide the highest level of service to customers.

  • Service processes were redesigned according to customer expectations.
  • Costs were reduced by 30% and same time satisfaction was increased in absolute 15 points.
  • A Project that won many International Awards.

Service access was expanded by creating a new service network from scratch.

  • Thanks to the specially developed “Zero Training” approach, a 30% increase in efficiency was achieved in business processes and at the same time Customer Satisfaction was improved by 25%.
  • A Project that won an International Award.

With "One Face to Customer" approach over 1000 different telephone numbers were merged into one Call Center Number.

With a special technique, accessory sales were increased up to 3 times.

Conversion rates were increased by activating digital sales channels.
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