1. A. Banu Isınır
Personal Data
Address Line: Yesilbahar Sk.N;49 K.7 D.8 - 34730
Province: Goztepe / Kadikoy
City/Country: Istanbul / Turkey
E-Mail: banu.isinir@gmail.com
Home Phone #: +90 (216) 3594077
Cell Phone #: +90 (532) 6431351
Date of Birth: 19.12.1970
Place of Birth: Ankara
Marital Status: Single
Education
1994.1995 MASS-BAY COMMUNITY COLLAGE –USA/
-Management Skills
1989-1993 AEGEAN UNIVERSTIY- FACULTY OF COMMUNICATION - IZMIR – TURKEY
-Public Relation and Advertising
1984-1987 MERSINLI TECHNIC HIGH SCHOOL / IZMIR-TURKEY
Foreign Language
Fluency in English (Oral and written)
Professional experiences
JUN’08 British American Tobacco Istanbul / Turkey
Facilities & Commercial TMD EHS Executive
Prepare and update EHS standard procedures and instructions for use within the organization
Maintaining and improving EHS management system to comply with BAT global standards &
other local requirements
Plan and conduct internal audit and business review schedule on EHS and follow up with post-
audit activities
Support external audits by customer and certification bodies
Provide guidance in monitoring EHS work plan and objectives with Trade Marketing, Warehouse
operations, regional office and commercial functions
Monitoring compliance status of EHS system as oppose to legal requirements & others
Setting up a steering committee for (continuously reviewing and assessing the effectiveness of
the company's EHS Policy, EHS management systems and program)
Working with regional and global team to improve existing EHS systems, and development of
new EHS system tools.
Global report submissions and data mining for the environmental impact report, which provides
major data for BAT’s sustainability report.
Participating local and Global EHS development and improvement programs and trainings
Preparing EHS related training documents and training schedules. Providing legally and globally
required and EHS trainings to BAT employees as it has mentioned on the BAT global policy
Creating action plans for the improvement needed areas
2. •Deciding priorities, budgets and timings;
•Ensuring implementation of actions necessary to comply with laws/legislation and British
American Tobacco's EHS policy objectives;
•Maintaining program
•Forming a link with external audiences; and
•Conducting internal self-assessment reviews by completing the EHS Road Map templates at
least annually)
-Recommending priorities and general strategies for facilities planning.
-Developing and maintaining internal standards for facilities;
-Directly managing the planning of construction projects which include development of an
appropriate scope of work, including direct management through design, construction or post-
construction phases; collaborates with other departments ensuring that work planned by
Facilities meets user needs.
-Coordinating with regulatory authorities and city and state advisory committees regarding issues
such as land use, building code/safety issues, accessibility issues, historic landmark
requirements, and others.
-Coordinating issues related to infrastructure capacity such as transportation and utilities, and
future plans for such capacity
-Administers operational budget for facilities activities
- Creating vendor management system both for facilities & EHS activities
DEC’02- JUN’ 08 Siemens Business Services Istanbul / Turkey
Global Customer Interaction (Toshiba) Centre-Supervisor-Junior Operation Manager
Managing and improving daily activities of a team of representatives who provide a range of
technical solution to Toshiba end users (USA –Canada & UK)
-Primary responsibility is supervision of employees involved in Toshiba Global Support
Centre, Customer Service and Operations. Coach, motivate, train, develop and guide
employee performance through a variety of mechanisms such as observations, metrics analysis
and feedback devices from customers, peers, management and others.
- Monitor call centre operations, adjust systems and staffing based on load to ensure maximum
productivity levels are maintained and constantly improved upon
- Ensuring that required call centre service level goals are achieved. Investigate and respond
complex customer issues and problems. Ensure Service Level Agreements for the teams' are met.
- Prepare daily, weekly and monthly reporting specific to the tactical performance of the call
centre. Audit activities related to customer service process, inquiries and requests by utilizing and
data reports, technology and relate equipment. Provide internal audit support, as requested.
- Providing support to call centre manager and group leader. Develop & implement procedures
that adhere to client policies.
- Providing technical and procedural input and recommendations for improving existing
processes & procedures. Creation of external and internal process. Continually investigate and
introduce process improvement measures and present suggestions to group leader/operation
manager for consideration.
- Ensure creation of work schedules that effectively meet business needs through coordination
of shifts and schedules
- Interact regularly with executive team and individual department heads to ensure that
company’s operational priorities are aligned with total company direction.
- Working with 6 sigma team on continuous improvement projects as designated supervisor.
3. Creating new improvement solutions for better performance on HR, recruitment, retention and
personal development etc….. Identifying deficiencies (tools, metrics and reports) and
recommending solutions.
- Responsible for incident and problem management process improvement, implementation and
tracking at ITIL compliance projects. Supporting other ITIL service delivery and service
management tracks as local single point of contact.
- Interface with key parties and partners affiliated with Customer Service such as , Human
Resources, training, quality assurance, PA(Project Analyst), MIS to ensure smooth running
operations. Supporting subsidiary call centres by providing expertise (know-how) information for
standardization, improvement and best practice sharing.
- Participate on client / GEO conference calls to be able to handle escalations and review the
operations performance. Determining the client’s needs and providing most accurate solutions
accordingly. Make staffing recommendations as needed
FEB’01 –DEC’02: M.M.C. Warehousing & Representation Inc. Istanbul/Turkey
Marketing Manager
- Design, implement, and facilitate annual marketing plan for the firm. Support and facilitate
development and implementation of marketing plans. Manage and support marketing and sales
activities.
- Plan and administer the firm’s Marketing Operations budget; Develops and maintains over-
all marketing budget - to PR and advertising.
- Organize and implement client relations including: client satisfaction surveys, client
development activities, client skills training, special events
- Identified and managed the marketing organization's key external business partner
relationships.
- Maintaining customer and press relations. Conducting market research to reach potential
customers.
- Co-ordination of external marketing material, development and co-ordination of internal and
external communications (e.g. newsletters, advertising, articles, presentations, etc...)
Responsible for cooperate identification issues. Working with creative team, advertising
agency to creating and/or modifying the identity
FEB’97- JAN’01 Uces Public Relations & Organization Istanbul/Turkey
Senior Customer Director/Account Management
- Responsible for creating and implementing PR, advertising and marketing projects. Also
developing and cultivating relationships with the client and external audiences. Planned the
annual budget for PR and Organizations and prepared budget to each customer and make sure
all the events are running within budgets, in a form of a presentation.
- Work closely with marketing department to create most effective strategies for the
customer’s needs.
- Full management of client projects and events, account admin duties, project and
Communication planning.
- Developed excellent media relations with national and regional media by merging to different
strategies for each customer. Organized press meetings for announcement of important
developments and innovations in the company and provided opportunity for company authorities
to make announcements.
- Managed the press department for; preparation of related written and electronic media
channel lists by considering the activity area of the client and content of the organization,
preparation of bulletins to provide continuous information stream to Media about the activities,
innovations, products and services of the company.
4. - Advised activities directed to inner body together with human resources department, for the
reinforcement of the concept of belonging and improving motivation.
- Worked closely with the advertising agency, which were working for the customers, for
creating media relations parallel to every customer’s advertising projects
-Working on project by project basis & offering periodical customer services. Offering
corporate identity and internal composition for the companies...
JAN’96- JAN’97 Inter-media Publication Group Istanbul/Turkey
Advertising Sales Manager
-Managed advertising sales for the news paper and weekly magazines of Inter-media Co-
authored inter-company guide on effective advertising sales; assisted in management of display
advertising accounts, and researched new account prospects for display advertising.
-Managed banner, sponsorship & strategic advertising sales as well as understanding of
news paper and the weekly economic magazines advertising concepts.
-Coordinated and implemented “Customer profiles” activities.
-Prospected existing sponsor/ exhibitors for news paper and weekly magazines.
-Implemented sales strategies to help reach sales objectives.
-Planned and organized promotion campaigns.
-Planned, negotiated and implemented annual barter agreements with target related
firms, advertising agency etc.
-Also co-operated with all national and multinational advertising agencies and media
planning department by giving them special offers and attractive deals to win some of their
customers’ advertising budget to our newspapers and magazines.
-Created new ideas concerning all advertising activities.
-Developed and established new strategies and objectives for advertising sales team and
managed junior staff.
Computer Skills
CRM Tools : Siebel, OSD
Operating Systems & Tools : Windows’98-XP Pro, Micro strategy, Blue Pumpkin(data mining
and reporting tools), Aqua (Attendance and performance tracking tool)
Office Applications : MS Office applications, Outlook, Lotus notes
Seminars & Courses
2006-2010
EHS-AUDITOR /REVIEWER DEVELOPMENT SKILLS –BAT GLOBAL TRAINING PROGRAM
EHS DEVELOPMENT SKILLS TRAINING-BAT GLOBAL TRAINING PROGRAM
TEAM LEADER DEVELOPMENT WORKSHOP-BAT
PRESENTATION SKILLS – UFUK KOC CONSULTANCY
COACHING TRAINING – UFUK KOC CONSULTANCY
2002-2004
NETRON –COMP TIA A+ CERTIFICATION PROGRAMME
STRESS MANAGEMENT –KADIR OZER
LEADING & MANAGING TEAMS-YES CONSULTANCY
TELEPHONE DOCTOR TRAINING -PDR
LEADERSHIP TRAINING –YES CONSULTANCY
1997-1998
TEAM WORKING -BDH-
SALES & MARKETING -BDH-
PERSONAL QUALITY & PUTTING PEOPLE FIRST -TMI
1994-1995
LANGUAGE EDUCATION PROGRAM / BROOKLINE HIGH / USA
References
