BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
SME Supervisor 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.
1. Worked in HTMT as a Team leader for 2 years
2. Worked for E2E Serwizsol (Tata Teleservices 121) for 2 years as a SME and Supervisor.
3. Worked as a SME for 1 year for TATA121 (Customer Care) at PAGE POINT SERVICES (TATA 121)
4. Currently working as BRANCH MANAGER with India Infoline Investment Services Ltd.

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 calls from the customers.
Appreciated for Best Quality Performance.
Handling Escalation calls and retaining the customers.
Daily Reports
DaytoDay updates to the CSR regarding new schemes and products of the company.
Call Audit for best outputs to the customers.
Auditing the SR data raised by officers and feed back provided for accuracy.

ACHIEVEMENTS :
Have been recognized as Star of the month.
Received gift coupons for the best performer.
Awarded for Best Quality perfor


mer.
Have won Champions team award as a team leader.

ROLE AND RESPONSIBILITIES  :
Mentoring the cro’s for next level.
Making dipstick on the floor and resolving the issues.
Taking escalation calls.
Educating the cro’s regarding floor ethics.
Auditing the calls and giving feedback to the cro’s explaining regarding performance evaluation and key development areas for the best outcome of the cro’s.
Giving Ice callbacks.
Explaining the cro’s regarding HR policies and updated them with schemes and new launches information.
Taking briefings to the cro’s.
Being the new team moved from 6th position to 3rd position on the floor within the span of 3 months.
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  :
Post Graduation  : Master Of Commerce.
Osmania University.
Year of Passing  : April 2002
Graduation  : Bachelor Of Commerce
Degree Womens College
Osmania University.
Year of Passing  : April 2000
Technical Skills  :
Operating Systems  : MS Dos, Win ‘95
Packages  : MSOffice

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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