Sign in 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.
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