Gurcan Gumus
Product Owner
Berlin
Summary
Experienced Product Owner and Business Analyst with over 10 years of expertise in digital-first organizations and financial services. Proven track record in driving digital transformation, optimizing CRM processes, and delivering innovative solutions that enhance customer experiences and operational efficiency.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Product Owner, Salesforce & CX
Hometogo GmbH
07.2022 - Current
- Led Salesforce Service Cloud initiatives to optimize processes, enhance customer satisfaction, and drive operational efficiency, resulting in a 25% reduction in first response time, a 20% reduction in average case age
- Defined and executed the vision of the Salesforce platform, fostering trust and communication with key stakeholders across Partner, Service, Product, Marketing, Design, and Engineering teams
- Owned and prioritized the product roadmap and backlog, driving feature development through the full lifecycle, including integrations with Ultimate AI, Talkdesk & Zoom Phone (CTI), Facebook Messenger (WhatsApp), and data platforms
- Spearheaded the implementation of Service Cloud across multiple white-label acquisitions, unifying diverse systems to enhance support capabilities and streamline operations across brands
- Facilitated sprint planning and team collaboration, ensuring clear task prioritization and alignment with project goals, consistently delivering on project timelines and milestones
- Led an A/B testing process to transition customer support from phone and email channels to WhatsApp, integrating AI-powered chat for increased digital engagement
- Successfully implemented the change without increasing case volumes or negatively impacting CSAT, while significantly enhancing agent efficiency
Business Analyst Consultant
MAPFRE
05.2021 - 07.2022
- Assessed technical, functional, and process requirements to bridge gaps between the Business team in Turkey and the IT team in Spain, ensuring alignment and effective communication
- Analyzed business processes of Salesforce Sales Cloud and provided actionable recommendations to enhance efficiency, scalability, and alignment with organizational goals
- Authored detailed business requirement documents (BRDs), covering data migration, API integrations (contracts, quotations, and data protection), and business processes
- Performed data analysis using Salesforce Reports and Dashboards to deliver actionable insights and drive decision-making
- Supported roadmap development aligned with key performance indicators (KPIs) for Salesforce Lightning, leveraging expertise in EPICS, user stories, and best practices to ensure effective planning and execution
Senior Business Analyst / Business Analyst
Anadolu Hayat Emeklilik
07.2014 - 04.2021
- Company Overview: "First life insurance company of Turkey", generating Turkey's largest funds in the aggregate of life insurance and private pension system amongst privately-owned companies
- Served as Business Analyst for the digital/non-digital channels, managing internal portals and mobile applications by documenting processes, conducting requirements elicitation sessions, and facilitating process workshops with stakeholders
- Contributed to a Digital Transformation Project to overhaul the company's life insurance system using INSIS, enabling rapid product releases and enhanced customer engagement
- Analyzed AS-IS processes, mapped and documented TO-BE processes, and utilized BPMN to provide clarity and structure
- Led an RPA project focused on robotic fund management for private pension owners, optimizing fund revenue based on individualized risk levels
- Collaborated with cross-functional teams to design and implement innovative solutions, ensuring seamless integration between legacy systems and new digital tools
- Supported decision-making processes by leveraging data analysis and visualization tools, providing insights to streamline operations and enhance the customer experience
- Facilitated Agile workflows, contributing to sprint planning (Scrum & Kanban) and user story refinement, ensuring the successful delivery of business requirements aligned with strategic goals
- "First life insurance company of Turkey", generating Turkey's largest funds in the aggregate of life insurance and private pension system amongst privately-owned companies
Junior Product Owner
Bilyoner.com
04.2011 - 04.2013
- Gained foundational expertise in product management and business analysis, developing skills in backlog prioritization, user story creation, and stakeholder communication
- Created and maintained a prioritized backlog of user stories to guide application development and ensure alignment with business goals
- Defined detailed acceptance criteria for Scrum and Kanban requirements, supporting effective implementation and delivery of high-quality products
- Collaborated with cross-functional teams, fostering a deep understanding of Agile principles and contributing to the successful launch of applications
Education
Bachelor of Arts - Business Adminstration
Istanbul Bilgi University
Istanbul 09.2007 - 06.2011
Bachelor of Arts - Economics
Istanbul Bilgi University
Istanbul 09.2008 - 06.2011
Skills
Business Process Optimization
Customer Experience Optimization
Roadmap Development
Digital Transformation
Story planning
User Interface
User story creation
API Integration
SQL
JIRA / Confluence
Agile methodology
Scrum methodology
Product backlog management
Salesforce
Product planning
Certification
Certified Administrator, Salesforce
Timeline
Product Owner, Salesforce & CX
Hometogo GmbH
07.2022 - Current
Business Analyst Consultant
MAPFRE
05.2021 - 07.2022
Senior Business Analyst / Business Analyst
Anadolu Hayat Emeklilik
07.2014 - 04.2021
Junior Product Owner
Bilyoner.com
04.2011 - 04.2013
Bachelor of Arts - Economics
Istanbul Bilgi University
09.2008 - 06.2011
Bachelor of Arts - Business Adminstration
Istanbul Bilgi University
09.2007 - 06.2011
Certified Administrator, Salesforce
Certified Service Cloud Consultant - Salesforce
Agile Team Facilitation ICP-ATF, ICAgile
International Business Analysis, BA Works
User Experience Design and Usability, BA Works
Database Management with SQL Server, BT Academy
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