About
I spent a decade classifying crocus species. Now I classify root causes.
Background
I trained as a biologist — a botanist, specifically, with a focus on the genus Crocus. For years I worked as Managing Editor of TAXON, the international journal of plant systematics, alongside teaching and research.
In 2024 I changed lanes into the BPO industry. I started as a frontline agent on a hosting, domains, and Microsoft 365 project — supporting customers technically while also selling domains, servers, hosting, CRMs, and M365 products.
That led to a promotion into Quality Assurance and Sales Coaching: auditing calls, running monitorings, and coaching agents on both quality and conversion.
Since June 2025 I've led Quality & Training for several accounts, mainly in travel and tourism, managing a team of up to 20 specialists. Day to day, that means digging into QA monitoring, CSAT, NPS, FCR, and CES data alongside sales performance — working out whether a quality dip is real or just a measurement artifact, building dashboards, automating the reporting that used to eat hours every week, and presenting findings directly to clients in their own review meetings.
I've also started bringing AI directly into the workflow — to support agent training and to speed up quality analysis — alongside Excel, Google Sheets, Power BI, Looker Studio, Python, and R.
Expertise
Tools
Elsewhere
Born in Switzerland, raised bilingual in German and Turkish, and proficient in English. I attended Cağaloğlu Anadolu Lisesi in Istanbul, graduating with the Deutsches Sprachdiplom.