Rafat Rais
@rafatrais
Back Office and Operations Executive specializing in multi-channel query resolution, SLA compliance, and process-driven customer satisfaction gains.
IndiaWhat I'm looking for
I’m a results-driven Back Office and Operations Executive with 4+ years of experience in process management, multi-channel query handling, and compliance across Teleperformance and Tech Mahindra. I focus on delivering consistent resolution performance while protecting data privacy, SOPs, and quality standards.
At Teleperformance, I maintained a 95% query resolution rate over 2 years and sustained a 95% first-contact resolution rate for escalated complaints. I reduced complaint escalations by 30% through improved first-contact resolution strategies and proactive communication, and I supported audit-ready documentation for quality and reporting.
Most recently at Tech Mahindra, I handle end-to-end query resolution across voice, email, and chat for high-volume operations. I maintain detailed CRM and ticketing records, coordinate cross-functional escalations within SLA timelines, and improve process efficiency by identifying recurring issues—while managing 150+ queries weekly with 100% compliance to data privacy and security policies.
Experience
Work history, roles, and key accomplishments
Handled end-to-end customer query resolution across voice, email, and chat while maintaining detailed CRM and ticket records. Coordinated escalations and ensured strict adherence to SOPs, data privacy, and SLA/quality benchmarks.
Resolved 150+ customer queries per week via phone and email while maintaining 100% compliance. Managed escalated complaints and sustained a 95% first-contact resolution rate, contributing to a 30% reduction in escalations through proactive communication and root-cause resolution.
Education
Degrees, certifications, and relevant coursework
Christ Church College
Bachelor of Science (B.Sc.)
Completed a Bachelor of Science (B.Sc.) at Christ Church College in Kanpur.
St. John's Higher Secondary School
12th Grade
Completed 12th grade at St. John's Higher Secondary School in Kanpur.
St. John's Higher Secondary School
10th Grade
Completed 10th grade at St. John's Higher Secondary School in Kanpur.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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