Himanshi kashyap

Team Leader – Shopify Chat Process
TaskUs | Feb 27, 2024 – Present
Team Size: 13 | Support Type: Dual Chat (Customer & Merchant Support)

Leading a high-performing team in the Shopify chat support process, ensuring top-notch customer and merchant experiences. I monitor and drive KPIs like CSAT (85%+), FCR, AHT, and QA scores.

Regularly use tools like Zendesk, Slack, Looker, and Beacon to manage operations, analyze performance, and support agents in real time.

Achievements:

Successfully took over the BQ team and led it to top performance, consistently topping charts back-to-back.

Received recognition for team motivation, smooth handover transition, and driving results early on.

Team Leader – T-Mobile Chat Process
IEnergizer – Noida, India | July 2021 – Nov 2024

Managed a chat support team for T-Mobile, ensuring high service quality and performance. Focused on key KPIs like CSAT, AHT, FCR, Quality, Productivity, and Shrinkage through regular coaching and performance monitoring.

Tools Used: Internal Slack,Excel, Dashboards

Key Achievements:

Consistently ranked among the top Team Leaders for overall performance.

Achieved the lowest shrinkage rate across the process.

Successfully improved team KPIs during critical project phases

Customer Service Representative – T-Mobile Chat Process
IEnergizer – Noida,

Handled real-time support for T-Mobile customers, resolving queries related to billing, plans, and technical issues. Maintained high CSAT scores through accurate, timely, and customer-focused responses.

Key KPIs: CSAT, FCR, AHT, Quality

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business, maintained KPIs as well effectively.