Soundarya SB
Sr SME Operation
Bangalore
Summary
Accomplished Sr SME Operation at Concentrix, adept in team leadership and technical advisory, significantly enhancing team performance and customer satisfaction. Leveraged excellent communication and video editing skills to motivate and train, achieving 100% customer satisfaction. Proven track record in handling escalations and improving monthly NPS scores, showcasing a commitment to excellence and collaborative success.
Overview
5
5
years of professional experience
Work History
Sr SME Operation
Concentrix
Bangalore
12.2019 - Current
- Experienced as a level 1 advisor and Level 2 senior advisor in a technical team for an international process and currently working as a Senior SME handling a team.
- Evaluated advisors progress regularly, providing timely feedback and coaching for continuous improvement in monthly performance.
- Implemented differentiated instruction techniques to accommodate various learning styles and abilities within.
- Generated reports of daily,Weekly and monthly NPS scores
- Handled escalations dealt with clients in order and billing fields.
- Organised extra circular activities for the advisors which motivates to achieve 100% customer satisfaction.
Education
Bachelor Of Arts - Journalism And Mass Communication
Amity University
BangaloreSkills
Excellent Communication
Timeline
Sr SME Operation
Concentrix
12.2019 - Current
Bachelor Of Arts - Journalism And Mass Communication
Amity University
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