Open to opportunities

Kapil Meshhram

@kapilmeshhram

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Customer Experience Manager with expertise in team leadership and data analysis.

India

Message

What I'm looking for

I am looking for a role that values data-driven decision-making and fosters a collaborative team environment.

I am a Customer Experience Manager with over 4 years of experience leading teams in dynamic environments. My journey has been marked by a commitment to enhancing customer satisfaction and driving team performance. At TaskUs, I successfully led a team of over 25 agents, achieving remarkable SLA and CSAT scores, while implementing data-driven strategies to improve our service delivery.

My approach combines empathy with a strong focus on data analysis, utilizing tools like Power BI and Zendesk to guide team improvements. I take pride in fostering an inclusive team culture, where collaboration across functions is key to our success. My efforts in boosting quality assurance scores and reducing escalations have not only enhanced our operational efficiency but also contributed to a more engaged and motivated team.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

TaskUs

May 2021 - Present (4 years 1 month)

Led a team of 25+ agents, consistently achieving over 90% SLA and 95% CSAT scores. Improved Quality Assurance scores from 84% to 97% within six months and reduced escalations by 35% through enhanced conflict resolution strategies.

Team Leadership SLA Management CSAT Quality Assurance Power BI Zendesk Data Analysis

Customer Service Executive

Magnum Distributions Pvt. Ltd.

Jan 2019 - Present (6 years 5 months)

Resolved over 60 customer queries daily, maintaining a 94% CSAT score. Reduced email response time by 20% and improved compliance by 10% through regular audits.

Customer Service Customer Satisfaction Email Support Compliance Conflict Resolution

Education

Degrees, certifications, and relevant coursework

Sage University

Master of Business Administration, IT & Finance

Completed a Master of Business Administration with a dual specialization in IT and Finance. This program provided a comprehensive understanding of business management, technological applications, and financial strategies.

Barkatullah University

Bachelor of Commerce, Commerce

Obtained a Bachelor of Commerce degree, focusing on fundamental business principles and practices. This education provided a strong foundation in commerce and related disciplines.