Jishaan Sachdeva
Team leader- Customer service/customer success
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About
Results-driven professional with 2+ years of experience leading high-performance customer service teams and driving data-backed decisions. Experienced in customer behavior analysis, digital process optimization, and cross-functional collaboration. Also specialized in marketing analytics role within the banking or fintech sector to leverage analytical insight, customer understanding, and business strategy for measurable growth.
Experience
TEAM LEADER– CUSTOMER SERVICE [FINANCE] at TELUS INTERNATIONAL (2025-06 – Present)
- Supervised a team of 15+ agents managing complex user queries while maintaining a 98% service-level compliance.
- Analyze user feedback to extract behavioral insights influencing product adoption and satisfaction.
- Develop Excel-based dashboards for KPI monitoring for Renewals, Relationship management, Upselling higher plans, Updating CRM's, etc.
- Handling dissatisfaction, reporting daily/weekly targets and enhancing workflow efficiency.
TEAM LEADER – CUSTOMER SERVICE at TELEPERFORMANCE (2023-08 – 2025-06)
- Led a team of 20+ customer support agents handling global customer and partner queries across phone, chat, and email channels.
- Ensured strict SLA adherence, maintaining 80% Net Promoter Score (NPS) and 90% First Contact Resolution (FCR) through active coaching and performance monitoring.
- Played a key role in process optimization initiatives that reduced average handling time by 18% while improving overall customer satisfaction.
SALES REPRESENTATIVE at REDSKY LTD. (2022-04 – 2022-05)
- Worked as a Sales Representative for multiple RedSky clients and assured guaranteed targeted results.
Education
MASTERS OF BUSINESS ADMINISTRATION in MBA – VIVEKANAND INSTITUTE OF MANAGEMENT AND STUDIES (2023 – 2025)
BACHELORS OF COMPUTER APPLICATION in BCA – INSTITUTE OF INNOVATION IN TECHNOLOGY AND MANAGEMENT (2020 – 2023)
