Subject Matter Expert Resume Examples

subject matter expert

  • Listen to customer requests, assist them with their queries and give a one-shot resolution.
  • Worked as Subject Matter Expert (SME) for a Telecom process. Give assistance to fellow Associates in resolving their process-related queries
  • Give feedback and support to fellow Associates to increase their Quality Scores on a monthly basis.
  • Helped the Management team by providing reports and statistics.

subject matter expert / team manager

  • Act as a coach and mentor to associates by helping them at work and providing assistance on process
  • Monitor live and recorded calls and provide feedback 
  •  Responsible for SLA, Process Metrics, Scheduling, Shrinkage & Attrition
  • Responsible for new hire training and on boarding

subject matter expert

  • Act as a support to new hired members
  • Manage 3 to 4-man sub teams 
  • Do quality audits on teams’ calls
  • Do coaching and feedback to members whenever necessary

subject matter expert

  • Data Analysis
  • Dashboards Creation
  • Team Handled from 0 – 30 operators
  • Policy Point of Contact
  • 1-1 performance sessions

subject matter expert

  • Team Handling.
  •  Provide advice on destinations and packages to tourists .
  •  Get accurate and up to date fees and charges from hotels and various tourist attractions.
  •  Attend to client’s queries made both on the phone and via the Internet.
  • Provide recommendations on how the company website can be improved for ease of use, completeness, and marketability, if and when necessary.
  • Do other errands or and chores assigned by supervisor from time to time
  • Plan tour itineraries, applying knowledge of travel routes and destination sites. 

subject matter expert

  • Instruct and motivate agents to help them perform well on their calls.
  •  Provide materials needed by the agents to efficiently handle their calls. 
  • Create a friendly environment to reinforce healthy colleague  relationship.
  • Provide assistance for agents to provide a better customer service experience to our customers

subject matter expert

  • Client interactions and resolution
  • Writing and editing content provided to clients 
  • Assisted customers with information on different queries 
  • Factual information checker
  • Quality check information provided by team members to clients

subject matter expert

  • Taught a course titled Fundamentals of Distributed and Cloud Computing to 40 first year students.
  • Created course content, evaluated and assessed students based on assignments and moderated group discussions for 4 weeks.
  • Course content included basic concepts about the fundamentals, working with Docker, Kubernetes basics and their applications.
  • Support a newly hired team 

subject matter expert

  • Providing resolution to the client query from back end support in international operations delivery
  • Driving quality as a target for the process
  • Following up with process owner over the Video Conference or phone calls or emails
  • Forecasting volumes expected and sending the same to operations control and assisting Team Manager in managing team strength according to forecast report
  • Ensuring reporting timelines & targets are met
  • Maintaining personal, team and process data with the help of Microsoft excel and performing daily checks and reports (Daily SLA Report, Weekly & MTD Report.
  • Ensuring team is achieving the SLA of process as desired by process owners

subject matter expert

  • Designed and prepared technical reports, studies and related documentation.
  • Developed business cases, presentations and reports for senior management.
  • Full fledged guiding On Job Training candidates in respect to their handling calls and also improving their performance and AHT.
  • Daily audit calls and give feedback. For process requirement taking managerial calls.