Mehak Mahajan

I joined TaskUs as a Team Leader. My job profile is to manage a team of 15 to 20 agents. Here we are working for the DoorDash process, which is a food delivery company in the USA.

• Analyzed data from various sources to identify areas of improvement in the department's operations.
• Maintained a positive work environment that promoted collaboration between team members.
• Delegated daily tasks to team members to optimize group productivity.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
• Established clear team goals aligned with company objectives, tracking progress regularly.
• Developed strategies for problem solving and conflict resolution among team members.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Conducted regular performance reviews to assess individual team member progress.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Established clear expectations for employees, providing guidance when needed.
• Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.

I was promoted to Subject Matter Expert and handled the team. My team size was 13 to 15 agents.

• Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
• Analyzed existing processes and procedures to identify opportunities for improvement or cost savings initiatives.
• Mentored junior staff members on best practices related to product design and implementation strategies.
• Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
• Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
• Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
• Offered one-on-one support for team members and managers to drive continuous improvement.
• Maintained positive working relationship with fellow staff and management.
• Monitored operations and reviewed records and metrics to understand company performance.
• Analyzed key performance indicators to identify effective strategies.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
• Utilized document management system to organize company files, keeping up-to-date and easily accessible data.

Post-COVID, my process was changed, and I was moved to Comcast, where we handled USA customers over the chat to assist them with their billing issues, package changes, and sales.

• Established performance metrics to measure progress towards goals and objectives.
• Evaluated current products and services portfolio against competitors offerings; recommended updates where necessary.
• Analyzed feedback from customers regarding satisfaction levels; developed action plans based on findings.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

I worked with Virgin Media, which is a UK-based communications company. There, we handled customers over the call and helped them with their service issues with TV, landline, and internet. Also, in the same process, I was moved to a different LOB, where we conducted sales for mobile services.

• Developed and implemented strategies to increase executive efficiency.
• Organized and facilitated regular meetings with senior management teams.
• Established relationships with key partners and vendors to ensure successful project outcomes.
• Provided guidance on operational policies and procedures to ensure compliance with regulatory requirements.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Implemented successful business strategies to increase revenue and target new markets.