Apoorva Sharma
CUSTOMER EXPERIENCE TEAM LEAD
Indore
Summary
Experienced professional specializing in e-commerce customer support and international campaign management. Demonstrated success in enhancing customer satisfaction and executing impactful marketing strategies. Leadership and teamwork skills foster a productive environment and support brand growth on a global scale.
Overview
5
5
years of professional experience
Work History
E-commerce Customer Support Team Lead
TaskUs India Pvt Ltd
10.2025 - Current
- Led a team of 20-25 customer support associates handling high-volume queries via chat and voice channels.
- Managed daily operations, ensuring SLAs, KPIs, and quality metrics were consistently achieved.
- Conducted regular coaching, feedback sessions, and performance reviews to improve team productivity and quality.
- Handled customer escalations and complex cases, ensuring quick and satisfactory resolution.
- Monitored real-time queues and managed staffing using workforce tools (e.g., scheduling, shrinkage control).
- Collaborated with cross-functional teams (Quality, Training, Operations) to drive continuous improvement.
- Analyzed performance reports and MIS data to identify trends and implement action plans.
Team Lead International Campaign
Teleperformance India Pvt. Ltd.
01.2024 - 05.2025
- Ensured process delivery as per client contracts, maintaining SLA, quality, and compliance standards.
- Conducted pre-shift briefings and post-shift debriefs to align team on KPIs (CSAT, AHT, Quality, Productivity).
- Monitored real-time performance and shared end-of-shift reports with clients and stakeholders.
- Managed client communication, cascading updates, process changes, and expectations to the team.
- Analyzed performance metrics and performed RCA to drive continuous quality and efficiency improvements.
- Prepared weekly/monthly performance reports and presentations for leadership and client reviews.
- Collaborated with cross-functional teams (Quality, Training, WFM) to resolve issues and ensure smooth operations.
- Coached and mentored team members, including PCCP planning for low performers and performance improvement.
- Identified training needs, supported new joiners, and drove team engagement initiatives to improve retention.
Team Lead International Campaigns
TaskUs India Pvt. Ltd.
05.2022 - 12.2023
- Results-driven Team Leader with proven success in improving operational efficiency, driving process improvements, and delivering against SLA/KPI targets.
- Lead, coach, and develop high-performing teams; focus on productivity, quality, and continuous upskilling for career progression.
- Monitor team performance through data analysis, reporting, and KPI tracking to ensure adherence to quality and business metrics.
- Manage workload distribution and resource planning based on volume forecasts, capacity, and SLA management.
- Drive performance management processes, including feedback, audits, and action plans to maximize team output.
- Act as primary POC for client escalations and requirement changes; ensure seamless execution and service delivery.
- Recognized as Top 3 Team Leader (Q3 & Q4 2022); successfully mentored 4 team members into internal promotions.
Teammate
TaskUs India Pvt. Ltd.
03.2021 - 05.2022
- Managing individual KPIs (people as well as clients). Identify and escalate potential safety risks according to the process.
- Conduct quality assurance checks on implemented solutions to ensure process adherence to set metrics.
- Stay up-to-date on industry trends and emerging technologies related to content moderation and online safety.
- Key Achievements - I have been felicitated as Best TM 8/11 Town Halls. Been one of the Best Teammates for the first successful year of the campaign in Taskus.
- Got xoxo points for best TM as well as for best team month on month.
- Got promoted in the same organization as Team Lead.
Education
BBA -
Devi Ahilya Vishwavidyalaya (DAVV)
Indore01-2014
Skills
- Performance management
- Customer-centric mindset
- Escalation handling
- Stakeholder engagement
- Ownership and accountability
- SOP adherence and process audits
- SLA and KPI oversight
- Policy enforcement
- Client relationship building
- Deliverables coordination
Accomplishments
- Delivered top-performing teams across Chat, Voice & Content Moderation; multiple “Best Team” wins
- Reduced shrinkage from 15% to 6.5% via strong WFM, attendance, and engagement strategies
- Awarded for consistent high performance and leadership excellence (TaskUs)
- Piloted and stabilized a new LOB; set SOPs and performance benchmarks
Timeline
E-commerce Customer Support Team Lead
TaskUs India Pvt Ltd
10.2025 - Current
Team Lead International Campaign
Teleperformance India Pvt. Ltd.
01.2024 - 05.2025
Team Lead International Campaigns
TaskUs India Pvt. Ltd.
05.2022 - 12.2023
Teammate
TaskUs India Pvt. Ltd.
03.2021 - 05.2022
BBA -
Devi Ahilya Vishwavidyalaya (DAVV)