Open to opportunities

Shweta User

@shwetauser6

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Customer support team leader focused on coaching, SLA delivery, and customer satisfaction.

India

Message

What I'm looking for

I’m looking to keep growing in customer support leadership—coaching teams, meeting SLA/client targets, and using real-time performance tracking to improve customer satisfaction. I want a role that helps me enhance my skills for personal, professional, and organizational growth.

I’m a customer support leader with 7 years of experience across banking & finance, call center, customer service, and sales. I’ve handled inbound and outbound calls, resolved customer queries, and improved service outcomes through consistent follow-up.

In my current and recent roles, I’ve supported real-time operations—handling customer queries, dispatching real-time support, scheduling appointments, and managing service delays. I also focused on reputation care through positive review calls and Google review follow-ups for negative feedback.

As a Team Leader at TaskUs (Novel/Amazon), I managed teams of 25 and owned performance discipline by tracking shrinkage and attrition, ensuring client targets within timelines, and sharing timely feedback to prevent repeat errors. I coached teammates starting from the bottom quartiles and ran one-on-one sessions to keep motivation high and growth opportunities clear.

Before that, I served as an Assistant Manager, Customer Care at Teleperformance (RCC & AMR/Apple, Rebel/Uber), managing 20 agents while monitoring SLAs and preparing ACPT for high or low performance to analyze root causes. I also built customer relationships as a Junior Associate at Hdb Financial Services by managing a portfolio of 2500 customers and cross-selling insurance, credit cards, and loans.

Experience

Work history, roles, and key accomplishments

Customer Support Coordinator

TechVill Appliance Repair-Calgary

Dec 2025 - Mar 2026 (3 months)

Handled inbound and outbound calls to Canadian customers, resolving queries and coordinating appliance repair dispatch support. Scheduled repair appointments based on technician availability and managed customer feedback, including Google review follow-ups.

Inbound Calls Outbound Calling Inbound Customer Queries Dispatch Coordination Appointment Scheduling Customer Updates On Schedule Changes Handling Positive Review Calls Negative Review Follow Up

Team Leader

TaskUs

Sep 2023 - Jun 2025 (1 year 9 months)

Led a team of 25 teammates to meet client targets within timelines, while monitoring shrinkage and attrition. Conducted coaching, one-on-one sessions, and shared scorecards/targets to help agents improve performance.

Team Leadership Coaching Shrinkage Tracking

Assistant Manager Customer Care

Teleperformance

Oct 2020 - Sep 2023 (2 years 11 months)

Managed a customer care team of 20 agents across Apple and Uber processes, ensuring SLA adherence and meeting client/organizational targets. Provided coaching and tracked performance through real-time SL monitoring and ACPT analysis when needed.

SLA Resource Management Shrinkage Tracking Performance Coaching ACPT Performance Analysis performance reporting Quality Performance Improvement

Junior Associate

Hdb Financial Services

Nov 2018 - Oct 2020 (1 year 11 months)

Managed a portfolio of 2,500 customers by addressing account-related concerns through inbound and outbound calls. Performed cross-selling of insurance and credit cards, supported loan-related needs, and helped customers create new accounts.

Customer Portfolio Management Inbound Calls Outbound Calling Cross Selling Life Insurance Sales Credit Card Sales Housing Loan Support Auto Loan Support