Md Tausif Raja

Reduced AHT by 12% within the first quarter through coaching and workflow optimization. Improved CSAT from 82% to 91% using customer‑first handling strategies. Achieved 96%+ Quality Accuracy across the team. Maintained 98% SLA adherence in healthcare claims & benefits support. Reduced escalations by 25% via root‑cause analysis & targeted training. Lowered shrinkage by 8% by optimizing roster adherence.

Enhanced order resolution TAT by 18% by refining SOPs. Increased team productivity by 15% through structured coaching. Consistently maintained 90%+ CSAT for marketplace support. Reduced repeat contacts by 22% using customer journey fixes. Led weekly WBRs with actionable insights for performance.

Ranked among Top 1–5 team leaders nationwide. Improved AHT by 15% and Quality by 9% through effective coaching. Achieved 99% schedule adherence, reducing absenteeism. Raised CSAT by 11% across multiple ecommerce lines. Winner of 4× Client Incentive Awards.