Headline

Client Aquisition | Senior Customer Experience Professional | Certified Quality Analyst | Driving Process Improvement & CX Excellence.

About

With 9.5 years of rich, dynamic experience across various corporate landscapes, I bring a multifaceted skill set that includes Customer Support, Technical Support, IT Specialization, Team Leadership, Marketing, Business Development, and Real-Time Analytics. My journey has also seen me making significant contributions to talent acquisition in multinational companies across diverse sectors such as Healthcare, International BPO/KPO, Telecom, E-commerce, Retail, Manufacturing, Pharmaceutical, Finance, IT, Banking, Hospitality, and Real Estate. As a Professional Recruiter and Senior Human Resource Specialist at Expersocio Consultants Pvt. Ltd., I have been pivotal in building high-performing teams and crafting recruitment strategies on a global scale. Beyond my corporate roles, I am a passionate creative soul with interests in writing, reciting, poetry, singing, and composition. My academic background in Psychology has also enabled me to offer valuable insights as a Relationship Advisor. I've had the privilege of working with industry giants like Microsoft, Symantec (Norton LLC), Vodafone Qatar, Hotel SD International, and Costa Coffee, gaining extensive experience and making impactful contributions in each role. My professional journey has taken me through the vibrant cities of Agra, Jaipur, Mumbai, and New Delhi, enriching my understanding of diverse cultures and business landscapes.

Location

Agra

AI stack

claude

notebooklm

openai

perplexity

ChatGPT

ChatGPT Images

Work experience

Senior Associate at TaskUs, Jan 2025 - Aug 2026 · 1 yr 8 mos, Resolved 95%+ complex escalations (returns, refunds, DNR cases), improving resolution TAT. Mentored 10+ team members, increasing team productivity and quality scores. Improved CSAT by ~12% through enhanced escalation handling and process adherence. Developed knowledge base solutions reducing repeat queries by 15%.

Operations CSR IV at TELUS International India, Apr 2024 - Jul 2024 · 4 mos, Gurugram, 1. Sales Performance Sales Conversion Rate: The percentage of inbound calls that are converted into sales. Revenue Generation: Total sales revenue generated from inbound calls. Average Order Value (AOV): The average amount spent per customer transaction. 2. Customer Service Excellence Customer Satisfaction (CSAT) Score: Measure of how satisfied customers are with the service received. Net Promoter Score (NPS): The likelihood of customers recommending the company to others. First Call Resolution (FCR): The percentage of calls resolved on the first contact without the need for follow-up. 3. Operational Efficiency Average Handling Time (AHT): The average duration of a customer call, including hold time and after-call work. Call Abandonment Rate: The percentage of inbound calls abandoned by customers before speaking to a representative. Adherence to Schedule: The extent to which agents adhere to their scheduled working hours and breaks. 4. Quality and Compliance Call Quality Scores: Evaluation of call recordings based on predefined quality criteria. Compliance with Policies: Adherence to company and regulatory policies during customer interactions. Error Rate: The frequency of errors in processing orders or providing information. performance reviews and testing. 5. Team Collaboration Team Performance Metrics: Contribution to team goals and performance metrics. Peer Feedback: Positive feedback from team members and supervisors. 6. Innovation and Process Improvement Initiative in Process Improvement: Contributions to improving sales and service processes. Implementation of Best Practices: Adoption and implementation of best practices in customer service and sales. 7. Customer Retention Customer Retention Rate: The percentage of customers retained over a specified period. Repeat Sales Rate: The percentage of sales from returning customers.

Talent Acquisition Specialist at EXPERSOCIO CONSULTANTS & EVENTS, Aug 2023 - Aug 2026 · 3 yrs 1 mo, Closed 40–60 positions/month across BPO, IT, Healthcare, and Hospitality sectors. Reduced time-to-hire by 25% through optimized sourcing strategies. Built talent pipelines using Naukri, LinkedIn, and social platforms. Conducted 100+ interviews/month, improving selection ratio by 30%. Maintained recruitment MIS dashboards and analytics reports. Delivered high client satisfaction and repeat business closures.

Teammate Associate at TaskUs, Aug 2022 - Feb 2024 · 1 yr 7 mos, Gurugram, Roles and Responsibilities – TaskUs (2022-2024) 1. DoorDash Campaign (Driver Support) Assisted delivery drivers with inquiries related to order fulfillment, app navigation, payments, and technical issues. Provided real-time troubleshooting to ensure seamless deliveries and enhanced driver experience. Resolved disputes, escalations, and payment discrepancies, ensuring driver satisfaction. Educated drivers on platform policies, compliance, and best practices to improve service efficiency. 2. YETI Campaign (Customer Support) – Special Pilot Program Provided product-related support to customers using YETI outdoor recreation products. Assisted with inquiries regarding product specifications, warranty claims, and order-related issues. Handled troubleshooting and replacements for defective or damaged products to maintain brand trust. Contributed to process improvements and knowledge base creation during the testing phase of the campaign. 3. Roadie Campaign (Driver Support) Supported Roadie drivers with trip-related concerns, payment processing, and delivery logistics. Assisted with driver onboarding, account issues, and compliance requirements. Resolved real-time issues impacting deliveries, ensuring prompt and efficient resolution. Provided guidance on app functionalities and troubleshooting to enhance driver performance. Key Achievements: Successfully transitioned through multiple internal movements, adapting to new campaigns efficiently. Contributed to the successful launch and execution of the YETI pilot project within TaskUs. Maintained high CSAT scores by delivering exceptional customer and driver support.

Technical Support Executive at Teleperformance, Oct 2019 - Jul 2021 · 1 yr 10 mos, Greater Jaipur Area, Worked for the Offshore Campaign of International Clients as Technical Support Executive and Customer Support!!

Education

TELECOM SECTOR, Customer Service Support/Call Center/Teleservice Operation, PRADHAN MANTRI KAUSHAL KENDRA