Subject Matter Expert Resume Samples

Description :

1. Provided superior customer service to internal and external customers by phone and email, consistently striving for first call resolution.
2. Assisted customers with issue resolution successfully preventing production stoppage.
3. Coordinated with third parties nationwide ensuring customer expectations were maintained concerning delivery times and orders.
4. Partnered with internal departments to research and resolve customer issues in a timely manner.
5. Prepared reports for sales and customers validating orders and pallet transactions.
6. Validated account stock balances with customers, resolving discrepancies via Portfolio Plus training and coordination with Customer Transaction and Stock Management.
7. Provided constructive peer feedback and training as appropriate.

Experience

7-10 Years

Level

Management

Education

Associates In Arts

Description :

1. Brief customer and manage operational status of large complex system.
2. Responsible for training and exercise activities as team gets certified for operational status.
3. Maintained and ran simulation exercises for warfighters and military community.
4. Provided technical advice to military engineering team, and operators on optimum course of action.
5. Analyzed and explained impacts utilizing software and Human in Control actions.
6. Tested Director for end-to-end and run for record tests.
7. Prime Contractors and Governments main focal point for military crews for Northrop Grumman.

Experience

7-10 Years

Level

Management

Education

Business Management

Description :

1. Responded to telephone inquiries and complaints using standard scripts and procedures.
2. Gathered information, researches/resolves inquiries and logs customer calls.
3. Communicated appropriate options for resolution in a timely manner.
4. Informed customers about services available and assesses customer needs.
5. Provided functional guidance, training and assistance to lower level staff.
6. Provided assistance, training and troubleshooting support to lower level staff.
7. Scheduled work to ensures accurate phone coverage.

Experience

0-2 Years

Level

Entry Level

Education

Diploma

Description :

1. Created in-house Insurance Agency at Camping World Corporate Headquarters which was eventually purchased and bought by GMAC Insurance.
2. Developed Comparative rating software system which enabled agents to quote and compare up to five different carries within one session.
3. Analyzed Business processes and procedures in order to implement necessary technology.
4. Created and retention of KMs (Knowledge Management) of Insurance Agency.
5. Implemented processes, procedures, database, and database warehouse to convert agency to paperless environment.
6. Responsible for $24 million in sales within the first four years of Agency creation.
7. Created and conducted all training sessions for Agency personnel from new Agents to Management.

Experience

2-5 Years

Level

Junior

Education

Business Analytics

Description :

1. Implemented innovative programs to increase employee's loyalty and reduce turnover.
2. Professional correspondence to customers and vendors.
3. Designed and delivered a series of classes for local businesses and associations, providing ergonomic counseling and educating employees on proper lifting techniques to avoid injury.
4. Developed and rolled out new policies Partnered with clients/hiring managers to determine employment needs and to facilitate an effective and efficient recruiting effort.
5. Utilized a variety of recruitment resources including referrals, databases, websites, social media, LinkedIn and networking events to attract qualified candidates.
6. Worked with clients and candidates to negotiate employment terms and to finalize offers of employment.
7. Responsible for proactively sourcing and recruiting finance and accounting client accounts.

Experience

2-5 Years

Level

Junior

Education

Psychology

Description :

1. Primary responsible for collecting past due accounts within company guidelines.
2. Handled accounts with speed and accuracy while maintaining professionalism.
3. Contacted customers to determine reason for payment delinquency and obtains payment commitment.
4. Ensured compliance with company policies and procedures are met when servicing customer needs.
5. Confirmed and/or negotiated payment arrangements.
6. Researched any discrepancies.
7. Documented all accounts accurately, clearly and concisely noting the reason for hardship and potential repossession loss.

Experience

2-5 Years

Level

Junior

Education

Bachelor Of Science

Description :

1. Identified, understood & anticipate customers unexpressed needs & concerns.
2. Utilized probing & problem-solving methods to resolve all customer inquiries on the first contact.
3. Recognized patterns of inconsistent and/or inaccurate billing practices.
4. Identified and obtained information & records from members to correct/update membership records.
5. Used the computerized system for tracking, information gathering, and/or troubleshooting.
6. Assisted hiring managers in developing or modifying job descriptions for new positions.
7. Monitored priority of calls and shifts escalated calls to assure resolution to problems.

Experience

5-7 Years

Level

Executive

Education

Business Administration

Description :

1. Provided customer-specific analysis leading to improved service fidelity and customer profitability.
2. Met with customers and account teams and act as Subject Matter Expert on reporting deliverables.
3. Attended vendor and customer meetings when required.
4. Ensured that the customer uses the proper primary escalation contacts/processes within Services.
5. Able to quickly determine next steps in problem resolution process, including customer notification, updating, relationship managing, and escalation.
6. Responsible for maintaining rollout schedules.
7. Identified, documented and informed appropriate parties of any account-specific requirements (i.e., billing/invoicing, shipping, etc.).

Experience

2-5 Years

Level

Executive

Education

Bachelor Of Science

Description :

1. Created a safe environment by conducting daily audits, weekly audits, and monthly audits.
2. Focused on safety and housekeeping that resulted in zero accidents.
3. Improved customer satisfaction by ensuring order accuracy by maintaining vendor communication.
4. Increased sales by anticipating customers needs and desires to fulfill their projects.
5. Maintained accurate inventory counts by conducting weekly vendor counts.
6. Identified key issues within the department and recommended security measures.
7. Responsible for detecting and solving system issues, collecting data in order to improve the company's customer satisfaction percentage.

Experience

5-7 Years

Level

Executive

Education

Bachelor Of Science

Description :

1. Managed team performance and responsible for the overall development and performance of the team.
2. Responsible for managing people metrics within the team eg.
3. Handled escalated customer calls and guide/assist the agents to take calls and use customer service tools.
4. Provided world-class customer support (internal and external) and instilling confidence while working on an incident.
5. Monitored the daily performance of the assigned team to ensure that the center is achieving service level goals.
6. Responsible for daily, weekly, monthly reporting to upper management as per their requirement.
7. Assisted Team Leader in developing coaching plans Partner with quality assurance to coach and develop team members.

Experience

5-7 Years

Level

Management

Education

Paralegal Technology

Description :

1. Independently managed inquiry caseload to resolve inquiries in a timely, high-quality manner.
2. Received, documented, confirmed, and resolved or routed customer service issues to the cross-functional team for resolution.
3. Identified, understood & anticipated customers' unexpressed needs & concerns.
4. Resolved invoice and accounts receivable disputes and deductions.
5. Obtained customer or industry information that assists in responding to requests for proposals.
6. Prepared standard reports tracking workload, response time and quality of input.
7. Authored operational tests, including developing key performance indicators, identify data collection strategies, and data evaluation techniques.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Scheduled work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.
2. Served as a Production, Modernization, and Development SME providing technical support for the AH-64D/E aircraft for FMS programs.
3. Collaborated and coordinated between PM Apache Production and Fielding office, Development and Modernization office, and other government offices as required to support FMS programs.
4. Provided technical support to the International office in the form of problem definition and understanding, requirements development and refinement, drafting of statements of work, and development and monitoring of metrics for project execution.
5. Assisted in drafting, technical performance requirements for FMS customers in support of their LOA.
6. Collaborated with Prime Contractors' program and technical leads and other personnel to ensure the production and development requirements are identified, defined, scheduled, resourced, and executed.
7. Performed mission analysis, including developing concepts of operation and employment to integrate various intelligence/surveillance/reconnaissance platforms with various fires capabilities.

Experience

7-10 Years

Level

Management

Education

Master of Science