Jishaan Sachdeva

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.

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.

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)