Experience | Betul Akbas

DIRECTOR OF CLIENT SERVICES,
LPC Consulting Associates Inc, San Francisco

July 2024 – Present

Architected and led operational modernization across 25 projects, elevating delivery consistency and cross-team alignment for corporate, government, and nonprofit clients.
Stabilized operations through significant staff transitions, protecting client satisfaction, deliverable continuity, and workload distribution.
Implemented Asana, Fellow, and Python-based automation to modernize project tracking, reporting, documentation, and communication.
Built readiness frameworks for new systems and workflows, improving accuracy, adoption, and cross-functional alignment.
Partnered with leadership to improve resource utilization, reporting accuracy, and operational structure across the organization.

April 2016 - June 2022

Oversaw enterprise client relationships across Europe and the U.S., ensuring operational alignment with production, fulfillment, and service workflows.
Translated seasonal development requests into actionable roadmaps, collaborating with design, production, and R&D
Directed contract negotiations and customer lifecycle strategies to strengthen client loyalty and maximize shared profitability.
Evaluated and improved production and quality control workflows to meet brand-specific standards and elevate client satisfaction.
Led and mentored the sales and client service teams, building their capacity in strategic sales, customer support, and relationship management.

July 2015 - April 2016

Directed 500+ FTE across multi-region AMEX support operations (U.S., Mexico, Thailand) with 10,000+ daily call volume.
Owned SLA governance, forecasting, QA, workforce management, and daily operational execution across three countries.
Increased CSAT from “B” to A+, strengthened global reporting accuracy, and aligned operations with AMEX contract requirements.
Led cross-functional risk escalation, stakeholder communication, and performance alignment with executive leadership.

September 2013 - July 2015

Managed IT service delivery for 50+ enterprise clients, improving SLA compliance and reducing backlog through workflow redesign.
Led team readiness, incident resolution planning, and cross-functional communication with engineering teams.

July 2012 - June 2013

Built Trendyol’s multi-lingual MENA support organization from inception, establishing team structure, call flows, and service infrastructure.
Implemented AVAYA routing architecture and optimized queue structures, reducing idle time 40% globally.
Led daily operational alignment between engineering, fulfillment, and customer service teams to resolve service bottlenecks.

December 2005 - May 2012

Ran support, sales, QA, and fraud prevention operations for a platform serving ~5 million active customers.
Reduced fraud and chargeback by 87% through structured workflow redesign and policy alignment with engineering and compliance teams.
Eliminated the need to hire 100+ staff by redesigning verification workflows and modernizing routing processes.
Created process flows, SOPs, escalation paths, and service readiness frameworks for rapid product and system rollouts.

Led 500+ FTE across multiple countries

Handled 10,000+ daily customer interactions

Improved CSAT to 92%

Increased FCR to 72%

Increased RTF to 65%

Reduced AHT by 25%

Reduced fraud by 87%

Eliminated need for 100+ additional hires

Achieved 89–90% SLA compliance globally

Reduced abandonment by 30%

Reduced idle time by 40%