Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Poorva Mudgal

Poorva Mudgal

Indore

Summary

Dynamic Team Manager with a proven track record at TaskUs, excelling in data analysis and operational efficiency. Adept at coaching and mentoring, I foster employee engagement and drive performance improvements. Skilled in MS Excel, I leverage insights to enhance customer service initiatives and optimize team productivity.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Team Manager

TaskUs
06.2021 - Current
  • Analyzed data from various sources such as customer surveys or market research studies to inform decisions about product development or customer service initiatives.
  • Created a positive work environment by setting clear expectations and providing resources necessary for success.
  • Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
  • Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
  • Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
  • Maintained accurate records of personnel files including payroll information; updated employee records upon changes in status or position.
  • Evaluated existing systems and procedures for effectiveness; identified opportunities for improvement; developed plans for implementation.

Customer Support Executive

Amazon
Indore
09.2020 - 03.2021
  • Participated in regular meetings with other departments.
  • Resolved customer issues in a timely manner.
  • Collaborated with other departments to ensure timely resolution of customer requests.
  • Developed solutions to address customer complaints.
  • Maintained accurate records of customer interactions.
  • Provided support during peak periods of activity.
  • Responded to customer inquiries via phone, email and chat.
  • Assisted customers with product installation and setup.
  • Promoted additional products or services to meet customers' needs.
  • Managed customer accounts using CRM software tools.

Assistant Manager Customer Care

Flipkart
Indore
08.2017 - 08.2018
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Produced thorough, accurate and timely reports of project activities.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Delegated work to staff, setting priorities and goals.

Technical Support Executive

Teleperformance
Indore
01.2015 - 12.2015
  • Reviewed existing processes for providing technical support to determine areas that need improvement.
  • Provided technical support to customers via phone, email and remote access tools.
  • Assisted customers with troubleshooting network connectivity issues on their computers or other devices.
  • Resolved technical queries related to product features, functionality, installation and configuration of software applications.
  • Created detailed documentation of technical problems encountered by customers and solutions provided.
  • Tested and evaluated new technology for potential use in the business.
  • Trained other team members in resolving complex technical issues that require specialized knowledge or skills.
  • Monitored ticketing system for incoming requests from customers requiring assistance with their products or services.

Education

MBA - Marketing

Prestige Institute of Management & Research (PIMR)
Indore

BBA - Foreign Trade

Prestige Institute of Management & Research (PIMR)
Indore

Higher Secondary - PCM

St. Joseph
Khandwa

Senior Secondary -

St. Joseph
Khandwa

Skills

  • Customer Service
  • Team management
  • Operational efficiency
  • Customer service
  • Scheduling
  • Employee training
  • Data analysis
  • Time management
  • Conflict resolution
  • Coaching and mentoring
  • Operational excellence
  • Team Leadership
  • People Management
  • Data Analysis
  • Organizational Skills
  • Communication Skills
  • Workforce planning

Certification

  • Attended workshops on Innovation in Information Technology & Data Analysis using SPSS.
  • Coordinator for National Entrepreneurship Network (NEN)
  • Volunteer at International Conference on Quality Management Practices for Global Excellence
  • Coordinator for Discipline Committee (Graduation & Post-Graduation, 4 years)
  • Participated in Guinness World Record for the longest human chain

Timeline

Team Manager

TaskUs
06.2021 - Current

Customer Support Executive

Amazon
09.2020 - 03.2021

Assistant Manager Customer Care

Flipkart
08.2017 - 08.2018

Technical Support Executive

Teleperformance
01.2015 - 12.2015

MBA - Marketing

Prestige Institute of Management & Research (PIMR)

BBA - Foreign Trade

Prestige Institute of Management & Research (PIMR)

Higher Secondary - PCM

St. Joseph

Senior Secondary -

St. Joseph

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Poorva Mudgal