My first day as an SME was a great experience.
The moment I entered the floor, I was filled with nervousness. The well wishes come from each and every corner; it felt good but added to my nervousness.
As per the appointment letter, the post was to be affective from 1st Feb but I started my responsibility on that day, which was on 28th Jan.
I was grabbing a system and the ABM jokingly said to me, "You are not suppose to grab a system; your job profile changed" and we all had a good laughed over that.
As usual, there was a team hurdle and I was given a team; it's hard to believe but I am looking after team now. If i say, 'My tram, come here' then a group of ten people would come to me and waited for whatever I have to say. Funny, of all the people, me handling team and tell them what is best for them, lol.
Once the work starts, I got no time for myself; I was called here and there. The day was filled with:
"I cannot understand the customer"
"The customer wanted this, what will be the resolution"
"Please come over and help me"
"The customer is irate; what will I do?"
And it is my responsibility to have resolution or answer to each questions. It was hectic and I really really really need to be patient; not with the customer but with the agent. They could be so dumb sometimes.
Let me talk about one stupid, really stupid resolution I have to give to the customer, which the agent was unable to understand.
The question was like - I have bookmark my email page and now it is gone. How do I check the email sent to "email add."
The resolution was as simple as, "How do i check my Yahoo! email?"
I told the agent, "The customer wants to check this email address, how will he do it"
He looked at me with a blank face and said "There is no resolution". Sigh!
I paraphrased my question and he answered "He cannot do it". Whew!!
I really really started losing my patient here, especially when the shift was about to end and I was quite tired.
Then, after a few more paraphrasing, I finally said, "How do you check your Windows email account?"
He said, "I will go to this..I will click on that...etc etc".
That is what the customer wants; isn't it?
He still gave me that blank look.
Then I said, "That is the resolution, inform that to the customer".
Since then, I have avoided him, hahahaha.
Call me a bad leader but I can't help it.
Bottom line, he is not in my team and even if he do well, no benefits for me.
What I learned on my first day are:
1. I will never wear high heels in the office
2. I can give up my morning walk; my new profile gave me enough exercise
3. I will be losing weight real soon
All in all, I love my new profile and I love my job :)