Subject Matter Expert
CurrentI have been employed at Ibex Pakistan in a variety of roles and had the pleasure of being from the pioneer batches of Walmart.com Customer Support. I first started working in the role of a Customer Service Representative for Walmart.com live chat support. I was later promoted as a Floater within 4 months and was responsible for providing on-floor assistance. Based on my performance, I was then promoted as an Escalation Specialist to the live chat support Escalation Desk. In my new role, I was responsible for dealing with escalated customers, de-escalate them and resolve their queries as a Tier-II Specialist. I was responsible for filing Jiras, filtering out escalations and transferring them to relevant Tier-III teams as well as process above threshold refunds.I was eventually promoted again as an SME (Subject Matter Expert) in chat support. I held the responsibility of closely working with bottom performing assigned agents and coaching them so that they improve towards being top performers as well as managing them as a team. All new badges are assigned to me after training where I train them to give them enough product knowledge inorderto maintain the top notch Customer support.
