Khushi Salwar
Subject Matter Expert (Operation Specialist)
Indore
Summary
Results-driven Subject Matter Expert with experience in team leadership, workforce coordination, KPI governance, and AI-driven operational projects at TaskUs.
Experienced in performance forecasting, real-time adherence monitoring, data accuracy management, and trend analysis. Proven ability to lead teams, manage escalations, improve service quality, and deliver data-backed insights to leadership. Strong analytical mindset with advanced Excel proficiency and operational excellence focus.
Overview
5
5
years of professional experience
Work History
Subject Matter Expert
TaskUs Pvt. ltd
06.2022 - Current
Team Leadership & Workforce Oversight
Led and mentored 25–30 associates to achieve KPIs & SLAs. Monitored real-time performance, attendance, and adherence to optimise efficiency. Coordinated with Team Leaders to maintain queue stability.
Workforce Planning & Forecasting Support
Assisted in forecasting using historical trends, inflow volumes, and handle time. Supported scheduling based on performance metrics and demand fluctuations. Tracked shrinkage, productivity, and utilisation trends.
Data Management & Reporting
Maintained accurate team data including joiners, exits, and transitions. Developed Excel dashboards and performance trackers. Conducted trend analysis to identify gaps and corrective actions.
Escalation & Stakeholder Management
Handled complex client escalations with structured problem-solving. Collaborated on AI-based project implementations. Presented performance insights during strategic discussions.
Process Improvement
Improved quality monitoring through data-driven feedback. Identified operational gaps and recommended workflow improvements.
Supported performance tracking and target setting.
Customer Care Executive
NSB BPO Solutions,Pvt. Ltd Company
01.2021 - 05.2022
- Handled customer complaints and resolved issues in a timely and professional manner.
- Collaborated with the quality assurance team to identify areas for improvement and implement process changes.
- Achieved high customer satisfaction ratings, resulting in '95% customer satisfaction rating.
Education
Bachelor's of Science - Electronic Media
DAVV University
IndoreCommerce -
Devi Ahilya Ashram, Gov. H.S.School
Indore01.2020
Skills
KEY SKILLS
Workforce Planning & ForecastingReal-Time Adherence MonitoringQueue & Handle Time AnalysisKPI & SLA ManagementAdvanced MS Excel (Pivot Tables, VLOOKUP, Dashboards)Data Accuracy & Trend AnalysisEscalation ManagementTeam Leadership & MentorshipPerformance ReportingProcess OptimizationClient Communication
Accomplishments
- Outstanding performance and ongoing commitment to excellence in all KPIs.
Additional Information
PROJECT EXPERIENCE
AI-Based Operational Projects (2 Projects)
- Collaborated with clients and internal stakeholders for AI workflow implementation.
- Supported performance tracking and quality measurement during deployment.
- Ensured data integrity and reporting transparency during transition phases.
KEY ACHIEVEMENTS
- Successfully led a team of 25-30 members while maintaining consistent KPI delivery.
- Contributed to the successful execution of 2 AI-based operational projects.
- Improved team performance through targeted coaching based on trend analysis.
- Recognized for effective escalation handling and client satisfaction support.
- Maintained high levels of reporting accuracy through structured data monitoring.
- Supported operational efficiency by assisting in adherence and workforce monitoring.
- Delivered performance insights that enabled leadership to take data-driven decisions.
Timeline
Subject Matter Expert
TaskUs Pvt. ltd
06.2022 - Current
Customer Care Executive
NSB BPO Solutions,Pvt. Ltd Company
01.2021 - 05.2022
Bachelor's of Science - Electronic Media
DAVV University
Commerce -
Devi Ahilya Ashram, Gov. H.S.School