Jyoti Yadav

Customer experience professional with 5+ years in BPO/voice-chat-email operations, progressing from frontline support to Subject Matter Expert and Local Advocate for a global outsourcing leader (TaskUs). Skilled in escalation management, quality audits, agent coaching, and fraud/identity verification. Certified in Team Leadership (Team Leader Preparation Academy, 2026).

Proficient in Power BI, Excel, and CRM/SFDC tools, with hands-on use of generative AI (ChatGPT, Gemini) to speed up quality reviews and reporting. Seeking a Team Leader / Quality Analyst role to apply proven coaching and process-improvement skills to a larger team.

Local Advocate - TaskUs - Indore, Madhya Pradesh, India

(2026-02)

• Resolve complex, escalated customer issues and coach agents in real time via Slack to speed up resolutions and reduce repeat escalations.
• Manage escalated supervisor/manager callbacks, maintaining professionalism and brand standards under pressure.
• Investigate order and delivery issues, coordinating across internal teams to improve customer satisfaction while adhering to company policy and service-level standards.

Subject Matter Expert (SME) - TaskUs - Indore, Madhya Pradesh, India

(2025-03 - 2026-02)

• Delivered floor support and onboarding guidance to new-joiner agents, accelerating time-to-productivity and quality-target attainment.
• Coached team members on live chat, outbound call, and email-handling best practices.
• Conducted regular case audits and quality checks to ensure adherence to policy and process.
• Delivered one-on-one feedback and coaching sessions that improved agent accuracy and process knowledge.

Teammate – Customer Support Executive (CSE) - TaskUs - Indore, Madhya Pradesh, India

(2021-11 - 2023-10)

• Managed high-volume blended support (voice, chat, email) for international clients, consistently meeting or exceeding CSAT and resolution targets.

Teammate – Customer Support Executive (CSE) - TaskUs - Indore, Madhya Pradesh, India

(2024-08 - 2025-03)

• Managed high-volume blended support (voice, chat, email) for international clients, consistently meeting or exceeding CSAT and resolution targets.

Fraud Representative - TaskUs - Indore, Madhya Pradesh, India

(2023-10 - 2024-08)

• Verified customer identities and ages through government-issued ID documents, reviewing licenses for authenticity.
• Monitored deliveries to prevent fraud, confirm accurate addresses, and verify customer contact at delivery.
• Escalated suspicious cases while maintaining strict accuracy and confidentiality standards.

Content Moderator - TaskUs - Indore, Madhya Pradesh, India

(2021-07 - 2021-11)

• Reviewed and moderated online content, removing material that violated platform policy.
• Handled sensitive content with confidentiality while consistently meeting daily productivity and accuracy targets.

Technical Support Executive - ASUS - Indore, Madhya Pradesh, India

(2019-10 - 2021-07)

• Diagnosed and resolved hardware and software issues for ASUS products.
• Guided customers through remote troubleshooting steps and maintained accurate CRM documentation.

B.Sc. - Computer Science - ISBA Institution of Professional Studies

12th - PCM - M.P. Board

10th - M.P. Board