Navya Kondapalli

Roles Of Subject Matter Expert:

1. Helping agents on live chats and calls related to process.

2. Handling Supervisor calls and chats, if needed.

3. Auditing and sharing feedback for Live chats, Dsats, Nsats etc to improve scores of the team.

4. Managing the team shrinkage and highlighting, if needed.

5. Sharing insights for process improvement and to improve chat performance.

6. Handling team huddles.

7. Taking refresher trainings and coaching regarding chat etiquette.

1. Handle inbound customer chats/calls to resolve customer queries.

2. Understand the issue related to product and account information.

3. Provide the necessary information and resolve customer issues.

4. Educate and guide the customer about the services accordingly.

5. Escalate the issue to the process specialists if need and contact the user for follow up.

6. Sending E-Mails to the user for follow ups, if needed.

1. Handle inbound calls from customers for their business related queries.

2. Understand issue related to user business/product reviews and account information.

3. Make necessary updates to system or guide customer accordingly.

4. Escalate issue to process specialists, if need and contact user for follow up.

1. Health Insurance claim processing for US customers, (B2B) regarding settlements.

2. Managing membership issues of customers in the backend as per the ticket requests.

3. Creating new memberships for the users as per the requests.

4. Handling issues related to individual and corporate members.