I've been working in the BPO (Business Process Outsourcing) industry for almost 6 years. Out of those 6 years, more than 4 years were spent as a Subject Matter Expert (SME) for an ISP based in the United States. Aside from the usual task of an SME (assist agents with their queries regarding the product), I am required to create several reports using MS Sharepoint and MS Excel. Examples of these reports are call drivers, service level per interval, absenteeism rate, productivity. I always make sure that the data is accurate.