Shweta User

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.