Subject Matter Expert
IBM
Total years of experience :14 years, 0 Months
I got promoted to the position of a Subject Matter Expert (aka SME) for the Internal Account of the IBM Services Center (UKI Team) where I was responsible for:
1- Improving Team's Performance:
-Monitor calls/e-mails.
- Coach team members.
-Track the completion of assigned tasks to team members.
2- Assisting on the floor:
- Handle complicated inquires escalated from the team members.
- Provide team members with any needed information on a call.
- Take calls if needed to save the Abandoned rate.
3- Maintaining Operational Discipline Within The Team:
-To track SLAs.
-To Create Performance Sheets.
-To Send daily email to the team members with their adherence.
-To Inform the team with the transportation updates.
-To assign tasks to the team members.
-To follow-up Team statics/ Schedules and shifts.
-To prepare training materiel and coordinate in the training.
-To participate in The SME calibration meetings.
4- Updating and Documenting:
-To find IBM new updates/ events/ offerings/campaigns or promotions.
-To Update the database/search for new info and keep record of old info.
-To document all the updated team's processes and important files on the QMX and team room.
5-Assisting The TL:
-To Communicate with the sponsor upon The TL's request.
Working as a customer service agent in IBM Services Center. Handling Inbound calls from IBM employees, business partners and end users. Handling also customers' requests via e-mails.
Worked as a Social Media Specialist in Diwan Bookstores (Al-Sharq Lel Maktabat) where I used to work for the Marketing Department through Facebook and Twitter, following up the new releases at the Bookstore and working through a Marketing plan.
Joined IBM where I received training sessions for 3 months to work as a customer service agent in Skype.
Worked as an organizer in the event of the Egyptian Catholic Cinema Festival the 59th
Worked in Etisal International as a Customer Service Agent in Etisalat UAE off-Shore DQ project where I processed all customer inquiries in a satisfactory way, being part of a team has added a lot to my career and personality.
Worked as an organizer in the event of the Egyptian Catholic Cinema Festival the 58th.
Worked as an usher in an event that was made by Cosmo, an International Company for Steel, in JW Marriott Hotel.