BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
Email Support Engineer Resume Sample, Experience : 6 years

CAREER OBJECTIVE  :
To develop and pursue a challenging career, lead and manage people in a way, which enhances my strong analytical, leadership and interpersonal skills.

PERSONAL SUMMARY  :
** A self motivated individual and an excellent team player who creates a supportive work environment.
** A quick learner who works hard and likes taking up challenges.
** Possess excellent planning, interpersonal and analytical skills.
** Able to communicate information effectively, efficiently and confidently at all levels.
** Have acquired strong leadership and managerial skills and believe in leading by example and am always approachable.

JOB PROFILE  :
WORK EXPERIENCE :
Currently working at Concentrix Daksh Pvt. Ltd as Sr. SME since MAR 14, 2016

SUBJECT MATTER EXPERT (SME)  :
** Have been working in this department that requires high level of analytical, numerical skills and understanding of the time critical process.
** Appreciated with ‘Star of The Month’ Award for Best Quality Performance.
** Have learnt all process within a small period of time.

ESCALATION SUPERVISORY CALLS DEPARTMENT  :
** Have been taking supervisory calls and handling irate emails from the customers.
** Appreciated for Best Quality Performance.
** Handling Escalation contacts and retaining the customers.
** Daily Reports
** DaytoDay updates to the CSR regarding new schemes and products of the company.
** Ticket Audit for best outputs to the customers.
** Auditing the SR data raised by officers and feed back provided for accuracy.

ACHIEVEMENTS  :
** Have been recogn


ized as Star of the month.
** Received gift coupons for the best performer.
** Awarded for Best Quality performer
** Have won Champions team award as a team leader.

ROLE AND RESPONSIBILITIES  :
** Mentoring the CSR’s for next level.
** Making dipstick on the floor and resolving the issues.
** Handling escalated contacts.
** Educating the CSR’s regarding floor ethics.
** Auditing the contacts and giving feedback to the CSR’s explaining regarding performance evaluation and key development areas for the best outcome of the agent.
** Explaining the CSR’s regarding HR policies and updated them with schemes and new launches information.
** Taking briefings to the CSR’s.
** Was the SPOC for the team when my AMO was on leave.
** Daily reports.
** Contingency planning for excellent performance.
** Cascade procedural updates.
** Deploy teams cross trainees as per the requirement for better performance.
** Analysis of the performance and conducting training sessions.

EDUCATIONAL QUALIFICATION  :
Graduation  : B.sc IT(Kuvempu University)
GNIIT(Software Engineering) NIIT, South Extn, New Delhi

KRA’S  :
** My strengths include the ability to work indefatigably under pressure situations, my levelheaded and calm nature, which I believe, is one of the most important attributes to be possessed by someone in a job like mine
** Strong Interpersonal, Analytical & Communication Skills
** Confident, Selflearning & Hardworking
** Proficient in MS Word & Excel.

DECLARATION  :
I hereby confirm that the information furnished above is correct to the best of my knowledge.

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