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Sachin Nandan

@sachinnandan

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Customer support specialist delivering high CSAT through empathetic, technical troubleshooting.

India

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What I'm looking for

I seek a customer-facing role where I can leverage live chat and CRM skills to improve CSAT, own cases end-to-end, and contribute to process improvements in a collaborative, fast-paced environment.

I am a detail-oriented customer support specialist with hands-on experience in live chat operations, email support, and CRM-driven ticket management. I consistently deliver high CSAT by combining technical troubleshooting, root-cause analysis, and clear, user-friendly explanations.

During an internship at Xact Innovation, I handled real-time customer queries, managed multiple simultaneous chats, adhered to SLAs, and took full ownership of cases through resolution or escalation. I regularly documented interactions in Zendesk/Freshdesk/Intercom and contributed process-improvement feedback to boost support speed and quality.

I thrive in fast-paced, target-driven and remote environments, am comfortable with day and night EET shifts, and bring a positive can-do attitude, adaptability, and strong attention to detail to every customer interaction.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Xact Innovation

Jul 2024 - Oct 2025 (1 year 3 months)

Handled real-time email and live chat support, resolving customer issues through troubleshooting and root-cause analysis to maintain high CSAT and SLA adherence. Took full ownership of cases, documented interactions in CRM, and contributed process-improvement feedback.

Live Chat Support CSAT Zendesk Freshdesk Root Cause Analysis SLA