Shivani Asoliya

Oversaw a team of 35 in customer support, optimizing live chat and voice operations.

• Achieved high customer satisfaction by swiftly resolving technical issues.
• Managed end-to-end process operations, ensuring adherence to SLA and KPI metrics (AHT, CSAT, Shrinkage, Attrition, Productivity).
• Conducted regular process audits to maintain compliance with company standards.
• Analyzed project risks and developed contingency plans to minimize disruptions.
• Implemented management feedback to enhance performance metrics within the support team.
• Facilitated client calls for business reviews and performance reporting.
• Developed training programs that elevated team performance and skills.

• Led and motivated team members to achieve goals.
• Implemented development programs to enhance team skills.
• Provided coaching to team members to enhance their skills.
• Developed strategies for risk mitigation and efficient resource use.
• Identified opportunities for cost savings to increase overall value.
• Conducted data analysis to support strategic business decisions.
• Collaborated with departments to ensure smooth workflow and communication.

• Led team in developing and implementing diversity training programs for employees.
• Trained hiring managers and HR staff to select, manage, evaluate, and retain diverse employees.
• Designed policies reinforcing workplace diversity and protecting minority groups and women.
• Consulted underrepresented groups to ensure all voices were heard.
• Assessed diversity metrics to track progress.
• Ensure compliance with state or country regulations on diversity and equity.
• Organize trainings to boost employees' communication abilities and team spirit.

• Conducted quality program analysis to ensure consistency and drive continuous improvement across workflows and processes.
• Improve key performance indicators by evolving the quality assurance system to better identify, measure, and improve opportunities in processes, tools, and training.
• Coached content moderators to elevate quality performance and adherence to guidelines.
• Enhanced key performance indicators by evolving quality assurance system to better identify and measure improvement opportunities in processes, tools, and training.
• Performed a quality program analysis, driving consistency and continuous improvement across workflows/processes.

• Began BPO role as a Teammate at TaskUs, focusing on content moderation.
• Reviewed and moderated user-generated content across platforms, ensuring adherence to quality and compliance standards.
• Ensured content alignment with brand guidelines, policies, and standards in a fast-paced environment.
• Identified issues and escalated them, delivering timely feedback to enhance content quality.
• Collaborated with cross-functional teams to develop content strategies, improving overall user experience.