subject matter expert resume example with 8+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Results-oriented Customer service rep with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
  • Client relations specialist
  • Conflict resolution techniques
  • Team management
  • Meticulous attention to detail
  • Persuasive
  • Training and development
  • Scheduling
  • Skilled multi-tasker
  • Talent development
  • Management of remote employees
  • Focused on customer satisfaction
  • Deadline-oriented
Improved customer retention in 2013 by 6% from the previous five years.
03/2014 to 04/2015 Subject Matter Expert Cognizant Technology Solutions | Berkeley Heights, NJ,
  • Successfully managed the activities of 15 team members in multiple locations.
  • Received calls, emails, and chat inquiries from customs nationwide regarding their Google Wallet accounts.
  • Assisted customers understand transactions and account information and provided a wealth of knowledge and support to agents.
  • Provided assistance and up-to-date information on a specialty, policies, processes, quality, marketing programs or general contact center issues.
  • Ensure customer satisfaction and longevity with the company and product.
  • Demonstrated a superior level of job knowledge and service excellence.
09/2013 to 03/2014 Real Time Analyst A Place For Mom | Springfield, IL,
  • Provided detailed monthly departmental reports and updates to senior management.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Coordinated appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
  • Adjusted intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Ran and analyzed reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Developed and presented presentations for Corporate to show trends, needs, and production levels.
  • Helped with the integration and implementation of new call center technologies Monitored site to ensure optimal staffing levels.
  • Keyed daily exceptions requests, updates schedules and responded to escalated issues and ad-hoc requests.
08/2012 to 09/2013 Area Sales Manager Hunter Douglas Window Fashions Division | Tulsa, OK,
  • Reduced amount of employee overtime by 53% by effectively delegating tasks.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Addressed negative customer feedback immediately.
  • Managed and maintained 4 - 8 locations.
  • Maintained and increased sales of company products and services.
  • Created and held weekly meetings to develop Sales Reps skills, express goals, and award top performers, demonstrated and educated on new products, sales, and promotions.
  • Maintained and ordered inventory.
  • Proceeded over inventory counts.
  • Counted registers and made all cash deposits and change orders.
  • Assisted on sales floor when stores saw high volume of customers.
  • Trained all new hires, monitored team's performances and motivated them to reach sales goals.
  • Established, maintained and expanded customer base.
  • Maintained standards of store presentations and upkeep.
01/2011 to 08/2012 Lead Sales Representative Resideo Technologies, Inc. | Louisville, KY,
  • Greeted all customers as they came in the store.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Built rapport with customers, assisted with and resolved escalated issues and created excellent buying experience for customers.
  • Assisted customers understand bills; answered all billing questions, went over prices and promotions and processed payments as well as retail transactions.
  • Coached and developed Sales Associates in assessing customer needs and right fitting the customer with the total technology solution Assisted with technical support issues regarding customer's cellular devices.
  • Lead in monthly and yearly sales goals.
  • Helped Stores Sales goal grow in revenue, beating all stores in the Region.
  • Assisted in maintaining inventory and setting up displays.
  • Completed accurate paperwork and transactions according to company policies and procedures.
  • Assisted with all functions within a retail store in compliance with Wireless Vision policies and procedures.
08/2009 to 2010 Head Server Omni Hotels | Nashville, TN,
  • Greeted and arranged customer seating.
  • Collected customers' orders, informed of Restaurant history, and products, specials, and customer favorites.
  • Assisted with customers' needs and requests, and delivered food and drinks.
  • Helped facilitate events and programs being held in the restaurant.
  • Assisted with any dis-satisfaction to ensure good customer experiences.
  • Processed payments.
  • Maintained daily upkeep of restaurant and supervised a team of 5 - 10 servers.
08/2005 to 06/2009 Subject Matter Expert/ Coach West INC Cricket Call Center | City, STATE,
  • Responded to escalated calls from customers regarding billing and equipment issues.
  • Communicated information effectively to diverse audience of customers and reps.
  • Second in command to team leads assisted supervisors with daily tasks.
  • Trained employees in all call center lines: activations, billing, tech support, retention.
  • Kept actively involved with CSR's and management regarding training needs.
  • Coached CSR's through various means including but not limited to by-weekly side-by-sides.
  • Helped to create and implement training material.
Expected in 2009 to to License | Cosmetology Broken Arrow Beauty College, Tulsa, Ok GPA:
Top 10% of class
 Call center, cash deposits, customer satisfaction, maintaining inventory, inventory, marketing, meetings, policies, presentations, processes, quality, express, rapport, retail, Sales, servers, staffing, technical support, tech support, training material

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Resume Overview

School Attended

  • Broken Arrow Beauty College

Job Titles Held:

  • Subject Matter Expert
  • Real Time Analyst
  • Area Sales Manager
  • Lead Sales Representative
  • Head Server
  • Subject Matter Expert/ Coach


  • License

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