Skill set (26)
Serdar in a few words
I have been in the e-commerce and technology sector for a very long time, before that I have a background in banking and telecommunications.
I want to utilize these years of experience in a new sector and make a difference with my perspective. I have recently been involved in project management processes and worked very closely with product owners. I have experience in workflow creation, process development, risk management, project leadership, strategy setting, process analysis. I also have experience in team management, leadership and human relations. When I examine the position, I believe that I can fulfill your requests and not only that, I believe that I can make a difference with my own experience. I trust my insight and ability to achieve results.
Experience
- EbaySr.Manager of Buyer Risk & Payment OperationsE-COMMERCEMay 2006 - March 2023 (16 years and 11 months)Istanbul, TurkeyResponsibilities• Managing fraud and payment operations teams• Improving return & cancellation processes• Maintaining return and cancellation operations• Identifying buyer, product and seller risks, taking necessary precautions, preparing analyzes• Analyzing the work of team projects and building bridges with the technical team• Monitoring of projects and efficiency measurements, follow-up and examination of technical analysis• Ensuring efficiency and continuity in business development by working closely with product and technology teams• Getting notifications by Consumer Arbitration Committee, managing all process by following the necessary procedure, making interviews with users, and preparing official correspondences.• Monitoring, reporting, and presenting other payment related metrics such as Credit Card/debit card usage rates, success and error rates, installment rates, 3D usage rates and making recommendations to improve operational processes that directly effects these metrics.• Being part of Risk Management and Operational Processes related projects and closely work with other departments such as Technology & Product, Customer Support, Strategy, Legal and Commerce Supports.• Managing the performance, quality, behavior, and continuity of the team and ensures the development of the entire team.• Collaborating with teams to ensure alignment of the risk policy with the overall business strategy.• Identifying deficiencies in existing systems, policies, and strategies, taking necessary actions tomitigate fraud risks.• Took necessary actions such as banning users, and their cards used and stopped items to be sentwhen it was a fraud attack.• Contacted shipping companies and banks to get further information when needed.• Performed detailed analysis on users’ suspicious activities and on their linked accounts.• Identified new fraud trends and provided feedback to develop solutions.• Provided information to public authorities such as consumer courts, police and investigativeauthorities when requested• Responsible for KYC & Seller Onboarding process• Investigation of VERO (Verified Rights Owner) processes• Carried out chargeback operations and performed collection on charge backs.• Working closely with the customer service department, controlling requests from this department,training of customer service employeesMajor Projects• Structuring return processes & IRR Project (Immediate Refund Release)• Seller Penalty Project
- QNB FinansbankSenior SpecialistFebruary 2000 - February 2004 (4 years)
1 recommendation
GS
Gokce Surmen and 0 other people have recommended Serdar
24/05/2023
To whom it may concern,
I am writing to highly recommend Serdar based on our shared work experience at eBay.
I had the pleasure of working closely with Serdar on several projects, including the structuring of return processes and the IRR (Immediate Refund Release) project. Serdar demonstrated strong stakeholder management, a solution and result-oriented mindset, and an analytical approach that significantly contributed to the success of these initiatives.
I also want to emphasize Serdar's strong stakeholder management skills, which played a crucial role in maintaining effective communication with shipping companies, banks, and public authorities when required.
Serdar consistently demonstrated a strong commitment to placing the customer at the forefront of his work, ensuring a seamless and satisfying experience.
Based on my experience working with Serdar, I can confidently recommend him for his outstanding contributions, exceptional analytical capabilities, and his ability to drive successful outcomes. I am certain that Serdar will continue to excel and make significant contributions wherever he goes.
Please feel free to reach out to me if you require any further information or insights.
Sincerely,
Gokce Surmen
I am writing to highly recommend Serdar based on our shared work experience at eBay.
I had the pleasure of working closely with Serdar on several projects, including the structuring of return processes and the IRR (Immediate Refund Release) project. Serdar demonstrated strong stakeholder management, a solution and result-oriented mindset, and an analytical approach that significantly contributed to the success of these initiatives.
I also want to emphasize Serdar's strong stakeholder management skills, which played a crucial role in maintaining effective communication with shipping companies, banks, and public authorities when required.
Serdar consistently demonstrated a strong commitment to placing the customer at the forefront of his work, ensuring a seamless and satisfying experience.
Based on my experience working with Serdar, I can confidently recommend him for his outstanding contributions, exceptional analytical capabilities, and his ability to drive successful outcomes. I am certain that Serdar will continue to excel and make significant contributions wherever he goes.
Please feel free to reach out to me if you require any further information or insights.
Sincerely,
Gokce Surmen