Deepak Yadav

About Deepak Yadav

With over six years of professional experience, I currently serve as a Team Leader at FIS, where I specialize in people management, leadership development, and maintaining operational quality. My role involves overseeing a team of over 15 members, ensuring adherence to critical metrics such as FCR, escalation management, sales-through-service conversion rates, and call quality. At FIS, I focus on fostering team motivation, coaching new joiners, and enabling professional growth through structured feedback and training. My work centers on improving team performance and delivering exceptional customer service outcomes, grounded in collaboration and a commitment to excellence.

Experience

1. Team Leader

   FIS

   Mar 2024 — Present · Gurugram, IN

   In this role, I am responsible for managing a team of over 15 members. I oversee the team\'s FCR, Manage Escalation, Sales-through-Service conversion rate (%), Call quality (IQA, Hygiene Errors, External and internal Audits Feedback), Timely Payment & Refund processing, Closure of all SR & icasework, Training of New Joiners, Team\'s Adherence and LH delivery, Preparing FCR/STS projection reports for planning coaching sessions. Provide constructive feedback to team members based on audits, insights & Gap analysis. I also focus on motivating team members.

Education

• Veer Bahadur Singh Purvanchal University, Jaunpur

  Bachelor of Science - BS, Physics and Math

• Veer Bahadur Singh Purvanchal University, Jaunpur

  Bachelor of Science - BS, Science

  2014 — 2017