Shiwani Pandey

Customer support professional with 5+ years of experience in high-volume contact centre and hospitality environments, including the DoorDash campaign at TaskUs and Marriott International. Progressed from Customer Service Agent to Subject Matter Expert and Learning Experience Leader, demonstrating strong leadership, coaching, and operational expertise. Skilled in managing and improving KPIs such as CSAT, FCR, AHT, Quality Scores and SLA performance. Experienced in mentoring agents, handling escalations, and driving service excellence while maintaining compliance with operational standards. Seeking to leverage my leadership and KPI-driven support experience in a Senior Customer Support Agent role.

Server & Hostess (Part-time), Delhiwala, Leeds | January 2025 – May 2025  
Customer Service Assistant (Part-time), Retail, Leeds | June 2025 – September 2025  

• Delivered face-to-face customer service in fast-paced environments  
• Handled payments, queries, and service recovery  
• Maintained high service standards during peak hours

• Promoted twice within TaskUs (Customer Service Agent → Subject Matter Expert → Learning Experience Leader) in recognition of strong performance and leadership capability on the DoorDash campaign.
• Maintained 90%+ CSAT and Quality Assurance scores while managing high-volume customer support interactions across phone, chat, and email channels.
• Selected by leadership to travel to the Philippines to support the launch of a new DoorDash Line of Business, delivering training to Team Leaders and agents on Dasher ID verification and onboarding processes.
• Successfully trained and mentored multiple new hire cohorts, ensuring agents consistently achieved operational KPIs including AHT, FCR, CSAT, and quality standards.
• Awarded “Guest Voice Champion” at Marriott International (2020) for delivering exceptional guest satisfaction and consistently receiving outstanding customer feedback.