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1
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.
2
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
3
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
4
subject matter expert
- Data Analysis
- Dashboards Creation
- Team Handled from 0 – 30 operators
- Policy Point of Contact
- 1-1 performance sessions
5
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.
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