saziasansari90
About Candidate
Customer Experience Leader | Telecom BPO Specialist
📍 Gurugram, India | 📞 +91 8146683015 | 📧 saziasansari90@gmail.com
Available for Immediate Joining
Professional Summary
Dedicated and dynamic Customer Experience Leader with over 4 years of progressive experience in the telecom BPO industry, including leadership at Jio Telecom and frontline service at Teleperformance. Adept at managing teams, improving first-call resolution (FCR), streamlining operations, and leveraging analytics to boost productivity. Hands-on expertise in Citrix, NICE call monitoring, CRM platforms, agent call listening, and Advanced Excel. Proven ability to improve FCR by 20% and enhance team efficiency by 25%. Open to roles in customer operations, support strategy, or team management.
Work Experience
Jio Telecom – Work from Home
Team Leader
January 2023 – July 2025
Supervised 10+ customer service executives, ensuring 95%+ KPI compliance.
Used Citrix, NICE, and call recording tools for real-time quality audits.
Increased First Call Resolution (FCR) by 20% through detailed call listening and feedback coaching.
Automated daily and weekly performance reports using Advanced Excel (VLOOKUP, Pivot Tables), saving 15+ hours per month.
Managed shift rosters, real-time workflows, and escalations across remote teams.
Boosted team productivity by 25% via continuous coaching and motivational strategies.
Senior Customer Service Representative
October 2020 – December 2022
Resolved 50+ daily inbound queries (MNP, billing, network, SIM issues).
Maintained 98% quality adherence and 90%+ customer satisfaction scores.
Contributed to seamless operations during the COVID-19 remote shift, using Citrix and CRM systems.
Teleperformance (Jio Process), Mohali
Customer Service Representative
October 2019 – October 2020
Handled high-volume inbound customer calls for Jio telecom services.
Maintained high CSAT and QA scores through accurate call handling and CRM usage.
Participated in agent call listening and quality calibration sessions.
Trained and supported 15+ new agents on call protocols, CRM handling, and customer engagement.
Key Skills
Customer Operations:
Mobile Number Portability (MNP) | Escalation Handling | Customer Retention
Service Request Management | First Call Resolution (FCR) | SLA Adherence
Tools & Software:
Citrix | NICE Call Monitoring | CRM Platforms | Call Recording Tools
Advanced Excel (VLOOKUP, Pivot Tables, Charts) | Workforce Management Systems
Team Management & Leadership:
Remote Team Supervision | Performance Coaching | KPI Reporting
Shift Planning | Agent Call Listening | Quality Assurance
Education
Punjab University, Chandigarh
Master of Arts (History)
Bachelor of Arts
CBSE Board
XII – Govt. Model Sr. Sec. School, Chandigarh
X – Manimajra High School
Additional Information
Languages: English (Professional), Hindi (Professional), Punjabi (Native)
Availability: Immediate
Preferred Locations: Delhi NCR, Work From Home, Open to Relocation
Location
Education
Work & Experience
Jio Telecom – Work from Home Team Leader January 2023 – July 2025 Supervised 10+ customer service executives, ensuring 95%+ KPI compliance. Used Citrix, NICE, and call recording tools for real-time quality audits. Increased First Call Resolution (FCR) by 20% through detailed call listening and feedback coaching. Automated daily and weekly performance reports using Advanced Excel (VLOOKUP, Pivot Tables), saving 15+ hours per month. Managed shift rosters, real-time workflows, and escalations across remote teams. Boosted team productivity by 25% via continuous coaching and motivational strategies. Senior Customer Service Representative October 2020 – December 2022 Resolved 50+ daily inbound queries (MNP, billing, network, SIM issues). Maintained 98% quality adherence and 90%+ customer satisfaction scores. Contributed to seamless operations during the COVID-19 remote shift, using Citrix and CRM systems.
Teleperformance (Jio Process), Mohali Customer Service Representative October 2019 – October 2020 Handled high-volume inbound customer calls for Jio telecom services. Maintained high CSAT and QA scores through accurate call handling and CRM usage. Participated in agent call listening and quality calibration sessions. Trained and supported 15+ new agents on call protocols, CRM handling, and customer engagement.
