KHUSHI Thakur
Indore
Summary
Talented Senior Associate ready to offer 4.3 years' experience in KPO and BPO sector and apply my skills to the new role. Proficient in project planning, scheduling and oversight with advanced expertise in customer relations and documentation. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Associate
RecruiterFlow
Remote
10.2023 - 12.2023
- Resolved customer inquiries and escalated complex problems when necessary.
- Assisted with product onboarding, including account setup, feature configuration, and troubleshooting.
- Performed testing on new features and products prior to release.
- Gathered customer feedback and suggestions for improvement of existing products.
- Developed scripts and processes to streamline customer service operations.
- Monitored inbound calls, emails, chat messages, and other channels for incoming customer requests.
- Maintained accurate records of all interactions with customers in a CRM system.
Senior Associate
TaskUs Pvt.Ltd
INDORE
11.2022 - 10.2023
- Experienced lateral movements due to business requirements, transitioning into entirely different processes.
- Was working as an Email/Chat/Voice Support Associate.
- Collected customer feedback and implemented process changes to exceed satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call scripts within specified time frames.
- Addressed customer inquiries in a timely and accurate manner.
- Built customer loyalty by conducting follow-up calls for customers reporting product issues.
- Assisted a large volume of customers daily with a positive attitude, focusing on satisfaction.
- Trained new employees on best practices and customer care procedures to enhance efficiency.
- Utilized software applications such as Salesforce CRM system to track cases, manage accounts, and document resolutions.
Subject Matter Expert
TaskUs
INDORE
05.2021 - 11.2022
- Trained and guided three batches of 15-20 people in the same campaign.
- Conducted daily sessions on processing knowledge for trainees.
- Conducted audits on a daily basis and provided quality feedback weekly.
- Organized stockroom shelves according to company standards.
- Developed agendas for meetings and events, ensuring timely completion of all tasks.
- Provided administrative support for on-site meetings, such as greeting attendees, organizing materials and taking minutes.
- Assisted in the development of marketing materials to promote upcoming events.
Content Moderator
TaskUs
INDORE
09.2020 - 05.2021
- Reviewed content for compliance with internal policies and procedures.
- Provided feedback to content creators on best practices for creating engaging content.
- Monitored user-generated content for violations of community standards.
- Investigated complaints regarding inappropriate or offensive material.
- Performed moderation tasks such as deleting, editing, and suspending accounts.
- Assisted in developing strategies to improve the quality of user experience on the platform.
- Evaluated user reports regarding potential violations of terms of service.
- Ensured adherence to company guidelines while moderating online forums and social media sites.
- Collaborated with other teams within the organization to address issues quickly.
- Provided guidance and support to new moderators in order to ensure high quality standards are met.
Customer Service Representative
Teleperformance
INDORE
09.2019 - 08.2020
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Helped a large volume of customers daily with a positive attitude and focused on customer satisfaction.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries on time.
- Provided technical support to partners in order to help them troubleshoot and resolve their issues.
- Created and maintained detailed records of partner interactions, inquiries, and resolution status.
Education
MBA - Dual Specialization
Acropolis Institute of Management Studies & Resear
Indore, MPBachelors of Commerce (Hons.), 78% - Commerce
St. Paul Institute of Professional Studies
Indore, MP08-2021
Skills
- Performance monitoring
- Timeline estimates
- Team Leadership
- Project Coordination
- Relationship Building Decision
- Making Client Engagement Creative
- Problem-Solving
- Customer Service
- Brand Promotion
- Campaign Management
- Conversion Strategy
- Content Creation
- Market Research
- Training and mentoring
- Team Supervision
- Schedule development
- Project Management
- Management Support
- Flexible Schedule
- Service assistance
- Decision-Making
- New Hire Training
- Strategy Development
- Customer Relationship Management (CRM)
Certification
- Overview of Securities Market and Latest Development
Timeline
Senior Associate
RecruiterFlow
10.2023 - 12.2023
Senior Associate
TaskUs Pvt.Ltd
11.2022 - 10.2023
Subject Matter Expert
TaskUs
05.2021 - 11.2022
Content Moderator
TaskUs
09.2020 - 05.2021
Customer Service Representative
Teleperformance
09.2019 - 08.2020
MBA - Dual Specialization
Acropolis Institute of Management Studies & Resear
Bachelors of Commerce (Hons.), 78% - Commerce
St. Paul Institute of Professional Studies