I commenced my career as a Customer Service Agent, where I was responsible for responding to inbound phone calls and providing assistance to customers with their queries. In this role, I developed strong communication and problem-solving skills, which enabled me to effectively resolve customer concerns.
Following a successful tenure as a Customer Service Agent, I was promoted to Subject Matter Expert (SME). As an SME, I handled escalation phone calls, which required advanced problem-solving skills and in-depth product knowledge. Additionally, I assisted new teams with their questions, providing guidance and support to ensure their success. I also had the opportunity to shadow a Team Leader, gaining valuable insights into leadership responsibilities and preparing myself for future leadership roles.
Building on my experience and achievements as an SME, I was subsequently promoted to Team Leader. In this role, I oversee a team of Customer Service Agents, providing guidance, coaching, and support to ensure they deliver exceptional customer service. I am also responsible for managing team performance, addressing customer escalations, and collaborating with cross-functional teams to drive process improvements.
