This document provides a summary of an individual's personal and professional experience. It includes their contact information, education history, skills, work history, and interests. The individual has over 10 years of experience in customer relationship management and aftersales operations management in the automotive industry. They held several roles of increasing responsibility at Hyundai and Volvo Group, managing dealerships, developing CRM systems, and analyzing market data to improve sales and customer satisfaction. They also have non-profit leadership experience from roles with AIESEC in Turkey and Eskişehir.

1. H.Kutay DURMUŞ
hkutaydurmus@gmail.com
+90 530 149 72 27
Current Address:
Değirmenyolu Cad. 51/A D:34
Bostancı, Kadıköy İSTANBUL
Date of Birth / Marital Status: 08.07.1987 / Single
Military Status: Completed
Education: Eskişehir Osmangazi University, Eskişehir, Turkey
 Major: Public Finance
Ankara Atatürk Anatolian High School, Ankara, Turkey
 Major: Mathematics and Literature
Skills: Foreign Languages: Proficiency – English, Beginner – Russian, Native – Turkish
Software: CRM, DMS, Microsoft Office, Internet Applications
Competencies: Leadership, Interpersonal Communication, Business Strategy, Initiative and Problem
Solving, Analytical Thinking, Result oriented, self-motivated.
Working Experiences:
 Hyundai Assan
District Parts & Service Manager / Istanbul, Turkey (May 2015 – Present)
- Managing & Coordinating dealers’ after sales operation
- Monitor dealer performance with respect to Hyundai policy & standart
- Improvement of overall dealer after sales operations (Service & Parts)
- Focusing on increasing of dealer after sales customer satisfaction
- Analysing dealer after sales income and profitability and make strategic plan to improve
- Analysing dealers part, accessory and labor sales and make strategic plan to improve
- Analysing Dealer staff (Service Manager / Advisor etc.) skills and make strategic plan to improve
 Volvo Group Automotive
Caucasus & Central Asian Countries Aftersales-Dealer Development Manager (CIS Countries) /
İstanbul, Turkey (December 2013 to May 2015)
Territory: Azerbaijan, Turkmenistan, Georgia, Armenia, Kyrgyzstan, Uzbekistan, Tajikistan.
Coaching and supporting dealers in order to increase spare parts penetration per truck and aftermarket loyalty
by actively working with the dealers, suggesting activities, following up activity results, visiting customers,
collecting aftermarket data and handling segmentation studies.
-Coaching and supporting dealers in order to secure that business plan targets are met or exceed by presenting
dealer business update, strong and weak areas, suggesting activity program for weak areas, preparing and
distributing dealer visit report, following up the actions, decision point and the dealers are following all
established procedure for handling and selling Volvo spare parts.
-Supporting the dealers in order to increase Volvo brand image, customer satisfaction and guiding the dealers in
maximizing profit level of the spare parts sales by communicating the Genuine Volvo Parts concept to customers
together with the dealers and taking part in marketing activities concerning the Volvo genuine parts concept
including motor shows, road shows etc.
-Establishing parts sales programmes in order to increase sales in OEM and non-genuine parts segments by
benchmarking spare part competitors, proposing different activities.
-Handling commercial training in order to increase the competence level for workshop, part personnel by giving
the training and evaluating the results.
-Development of the existing Authorize Service Network and scanning of the market for the new prospects;
Complete and detailed introduction of the Market East service partner authorization process to the all applicants.
Regular follow up on the development with each potential partner, and other tasks as requested by immediate
supervisor.
-Responsible for conducting objective and accurate Quality requirements and Dealer Operating Standard audit.

2.  Volvo Group Automotive
CRM Specialist / İstanbul, Turkey (June 2012 to December 2013)
Supporting to increase & sustain customer satisfaction and image by following the progress regarding customer
complaint handling as Complaint Administrator, ensuring the effective CRM usage, providing market analysis,
customer satisfaction survey results for improvement, and encouraging the CRM way of working.
-Create business intelligence tools or systems, including design of related databases, spreadsheets, or outputs.
Analyze statistics of market and collect business intelligence data from available industry reports, public
information, field reports, and work with Commercial Vehicles Importers Association and Turkish Statistical
Institute.
-Evaluating marketing campaigns; monitoring competitor activities and making market share analysis.
-Segmentation of customers with accurate customer information for strategical decisions by maintaining and
updating the CRM database.
-Leading Commercial Crew concept; organizing competitions and projects with dealers.
-Ensuring the customer satisfaction by conducting after sales and after service Delivery Follow Up calls, by
analyzing the outcome and presenting it to the related dept. managers.
-Managing the Customer Complaints Procedure as Complaint Administrator
-Supporting the sales business by following up tenders that are being organized by government and by analysing
& reporting the possible sales opportunities to the sales team.
 Volvo Group Automotive
Customer Management Consultant / İstanbul, Turkey (July 2011 to June 2012)
-Manage and control information and registration of 7 different CRM hoods. Provide CRM training and inform
updates of CRM to all VTC Turkey staff and sales agencies.
-Cooperate with regional sales managers to develop sales. Prepare periodically activities report and efficiency
report per region and all Turkey. Provide needed analyzed information.
-Delivering requested information from CRM to Sales Representatives, MarCom and other authorizes related with
Sales Department. (Customer list, truck population etc.)
-Analyze statistics of market according to Commercial Vehicles Importers Association and Turkish Statistical
Institute.
-Following up tenders that organize by government agencies. Analysing and reporting the process to Sales
Managers.
-Conducting after sales and after service Delivery Follow up. Customer complaints process.
 Quality Responsible/Internal Auditor (October 2011 – December 2013)
 Brand Implementation Project Member (December 2011 – December 2013)
 AIESEC in Turkey National Committee
Strategic Development and Operations Director / İstanbul, Turkey (June 2009 to June 2010)
-Strategic planning, tracking and management. (13 offices- 800 employees)
-Local, National and International expansion. (Investment for Azerbaijan, Tajikistan, Georgia. Expanded on these
countries.)
-Consultancy and Coaching (Performance increase by 30% in 1 year. Improved committees knowledge level with
administrative and managerial documents. Created and implemented Balance Score Card System.)
AWARD: Central and Eastern Europe UBS Excellence Award 2010
 AIESEC in Eskişehir
President / Eskişehir, Turkey (August 2007 to May 2009)
-Regional management. (1 office-4 cities-60 employees)
-Budget Management.
-Relations with stakeholders.
-Legal and finance management. (Deserved Full Member Status.)
-Realized National Conference Organizations. Performance increase by 300% in 2 years period.
AWARD: Turkcell Development in Exchange Award 2009
Interests: Travelling, musical instruments, reading and writing about world issues and politics.