Rotterdam, Netherlands · uarslan@live.nl · linkedin.com/in/ulasarslan
CX and Operations professional focused on structure, scalability and decision-making rather than individual case handling. Background spans fintech and startup environments, where I have led teams, optimized support operations and shifted customer experience from reactive execution to structured, system-driven processes.
Experience
Customer Experience Manager · Speaksee · Aug 2024-Present
End-to-end CX ownership across support, product and operations. HubSpot customer-data architecture, Mixpanel journey analytics, health scoring, churn workflows, AI onboarding and self-service scale.
Customer Success Coordinator · Amdax · Feb-Jun 2024
High-net-worth client operations, Intercom optimization, self-service and cross-team service coordination.
Customer Support Team Lead · LiteBit · Mar 2021-Oct 2023
Led 20+ agents, cleared ~3,000-ticket crisis backlog, improved Trustpilot from ~2.4 to 4.0, optimized Zendesk and implemented escalation systems.
Customer Support / Social Media Marketeer · LiteBit · Apr 2018-Mar 2021
Frontline support, social channels, community strategy and customer feedback loops.
AR Service Associate · Zilveren Kruis · May 2016-Apr 2018
Accounts receivable, service-department setup and onboarding coaching.
Core skills
CX Strategy & Operations · Team Leadership · Process Design & Automation · Customer Signal Analysis · Cross-Functional Alignment · Support Optimization
Tooling
HubSpot · Zendesk · Intercom · Mixpanel · Miro · Jira · Notion · Slack · AI tooling
Education and certifications
Associate's Degree, Account Management · Deltion College · 2012-2014
Social Media Marketing · LOI · 2019
Vibe Coding L3: Gold · Lovable · Feb 2026
Introduction to Polkadot · edX Verified · Jan 2023
Languages
Dutch native · English professional · Turkish conversational