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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.