Contact Center Subject Matter Expert
Teleperformance - Egypt
Total years of experience :2 years, 4 Months
Teleperformance
Managed high-priority customer calls, successfully solving more than one hundred challenging customer problems, with an 89% resolution rate, well above the industry average. Supervised the daily progress of the designated team to guarantee that the center is meeting service level targets of 85%. Helped the team leader create coaching plans with quality assurance to support the team members' development, leading to a 10% improvement in resolution rate. Assisted new employees during their onboarding process by providing guidance on tools, scenarios, and common customer inquiries along with instructions on how to effectively manage them. Established a knowledge base for customers to fnd answers on their own by using our self-service options, leading to a 20% decrease in routine phone calls for inquiries. Customized customer service approaches, adapting services to unique needs, resulting in a 13% increase in repeat customer rate.
Teleperformance
Consistently maintained a 90% satisfaction rating through personalizing customer interactions and expertly addressing complaints. Utilized advanced functions within contact center software to effectively handle and prioritize incoming calls, leading to a 5% decrease in customer wait time and increased productivity. Enhanced customer loyalty by 9% through actively suggesting new products to current clients. Handled incoming calls by prioritizing them, resulting in a decrease of 4 minutes in average resolution time. Achieved exemplary results for 6 months in a row and was elevated to the role of Subject Matter Expert.