Subject Matter Expert Resume Sample

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Subject matter expert with twelve years in a Lahore-based BPO and software-support operation, the go-to authority on a complex enterprise product. Owns the hardest escalations, writes the knowledge base, trains agents, and is the bridge between front-line support and engineering. Cut average handling time on escalated cases and lifted first-contact resolution by rebuilding the troubleshooting playbooks. Runs new-product readiness, certifies agents, and represents support in product and release reviews. Deep product knowledge paired with the patience to make complex things clear to both customers and new hires. Looking for an SME, technical-lead or trainer role with an organisation that relies on deep product expertise.

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Crescent Support Solutions

Subject Matter Expert April 2017 to Present

Act as the product authority for a complex enterprise platform, owning the hardest escalations from the support floor.
Cut average handling time on escalated cases and lifted first-contact resolution by rebuilding the troubleshooting playbooks.
Write and maintain the knowledge base, turning recurring issues into clear, reusable solution articles.
Train and certify new agents on the product, running readiness sessions for each new release.
Serve as the bridge between front-line support and engineering, reproducing and documenting bugs for fixes.
Represent support in product and release reviews, flagging issues likely to drive ticket volume.

Education