Kuldeep Choudhary
TASKUS INDIA PVT. LTD
New Delhi
8
years of professional experience
Results-driven professional with 7+ years of experience across Email Customer Support, Quality Assurance, Chat Sales, and Backend Operations. Currently working as a Teammate at TaskUs India Pvt. Ltd. supporting a leading e-commerce business through email support. Skilled in customer issue resolution, process adherence, quality-focused operations, and customer satisfaction.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Work History
Teammate
1 Month- Email Support & Customer Resolution: Resolved customer queries related to orders, deliveries, returns, refunds, replacements, and account issues through email, ensuring timely and accurate outcomes.
- Customer Experience: Delivered empathetic, customer-focused email communication, achieving high levels of customer satisfaction while upholding quality standards.
- Case Management: Investigated customer concerns, coordinated with internal teams, and maintained ownership until successful case closure within defined SLAs.
- Process Compliance: Adhere to Standard Operating Procedures (SOPs), quality guidelines, productivity targets, and documentation standards while maintaining accuracy and data confidentiality.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Handling 50+ tickets per day.
Quality Assurance Specialist
1 Year- Leveraged 2.5 years of internal Chat Sales experience to transition into Quality Assurance, applying deep process knowledge to enhance service delivery and compliance.
- Conducted quality audits of customer chat interactions to ensure adherence to Standard Operating Procedures (SOPs) and service benchmarks, maintaining high accuracy while reviewing transcripts for empathy, professionalism, and resolution quality.
- Translated audit findings into constructive feedback for agents and team leaders, identifying specific skill gaps to improve Team Quality Scores (QS).
- Executed root cause analysis on recurring performance issues, recommending targeted process changes that reduced error rates and improved customer satisfaction.
- Standardization & Calibration: Actively collaborate with leadership in calibration sessions to eliminate scoring variance. Ensuring a unified approach to evaluating agent performance using structured QA scorecards.
Customer Service & Chat Sales Associate
2 Years 4 Months- Sales Performance: Drove conversions through personalized communication, consistently meeting performance goals with a customer-centric focus.
- High-Volume Engagement: Delivered product demos and support to 50+ customers daily while managing up to 3 concurrent chats.
- Resolution Efficiency: Resolved customer queries accurately and promptly, contributing to sustained high satisfaction scores.
- Guided new team members in understanding company systems and processes.: Mentored new joiners, enhancing team integration and accelerating their proficiency with system knowledge.
Process Developer
6 Months- Escalation Management: Resolved complex escalated customer issues, ensuring timely solutions to enhance customer retention.
- Process Efficiency: Utilized Vision Plus and automation tools to streamline backend operations and reduce manual processing time.
- Compliance: Maintained strict compliance with service levels and quality metrics while managing email communication for case tracking.
- Training: Developed and delivered training for new hires on process workflows to improve team onboarding and operational understanding.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Process Associate
2 Years 11 Months- Card Servicing Operations: Managed end-to-end debit/credit card servicing, ensuring timely reissuance, balance transfers, and account closures to enhance customer satisfaction.
- Accuracy & Compliance: Processed critical requests for name/address updates and configured autopay setups per service agreements, maintaining compliance and high accuracy.
- Recognition: Consistently met performance benchmarks, earning multiple 'Top Performer' awards for exceptional delivery in service quality.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Education
Master of Commerce - Business Administration
Bachelor of Commerce - Accounting And Finance
Skills
Customer Support: Customer Query Resolution
Case Management
SLA Adherence.
Operational Skills: Email communication
Chat support
Card processing
Process Improvement
Time Management.
Quality Assurance: Compliance auditing
Root Cause Analysis
Performance Evaluation
Coaching feedback.
Conflict resolution
Tools & Technical: Vision Plus
Automation Tools
MS Office Suite.
Soft Skills: Team Collaboration
Mentorship
Effective Communication
Adaptability.
LANGUAGES
English: Fluent
Hindi: Fluent
Timeline
Teammate
TASKUS INDIA PVT. LTD
06.2026 - CurrentRead More
Quality Assurance Specialist
TTEC INDIA PVT. LTD
01.2025 - 01.2026Read More
Customer Service & Chat Sales Associate
TTEC INDIA PVT. LTD
08.2022 - 12.2024Read More
Process Developer
GENPACT INDIA PVT. LTD
11.2021 - 05.2022Read More
Process Associate
GENPACT INDIA PVT. LTD
12.2018 - 11.2021Read More
University of Rajasthan
Master of Commerce from Business Administration
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University of Rajasthan
Bachelor of Commerce from Accounting And Finance
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