Selim Tepeler

Senior Cx Digital Solution Specialist @Jimdo

As the Senior CX Digital solutions Specialist, I am responsible for defining the next steps when it comes to improving digital processes in the CX department as well as implementing new processes or automation opportunities. I am working towards reducing operating costs and improving agent and user experiences. Core Responsibilities -Continuous improvement of our bot platform by measuring effectiveness and exploring the most impactful use cases, as well as defining improvement areas for existing flows (monitoring/maintenance)-Based on data analysis and a deep understanding of our processes in support, exploring improvement areas that will reduce handling time and reduce unnecessary process steps, waiting time etc-Exploring overall potential to impact the customer experience by implementing new self service options-Help to define KPI´s and measurements related to the impact of planned improvements or implementations. The goal is to prioritise the right steps first with the potentially highest impact to our business goals-Using data to help communicate the value of our different strategies -Having a technical understanding of our platforms (like Zendesk, bots and automation platforms)