Raj Rajak

Results-driven Team Lead and Customer Support Professional with 4+ years of experience in customer service, customer support, and customer service management across international voice, chat, and email processes. Experienced in achieving and maintaining high levels of customer satisfaction with expertise in banking, cards, and dispute domains. Skilled in managing teams, handling escalations, improving operational efficiency, and ensuring SLA compliance.

Strong leadership, communication, and operational management skills within BPO and contact center environments.

Team Lead – Customer Support (Voice, Chat & Email) - Rise OBT

(2025-08 - 2025-12)

• Managed a team of agents to achieve daily operational targets while maintaining high customer satisfaction and service quality.
• Oversaw AHT, shrinkage, attrition, CSAT, KPIs, and SLA metrics to ensure operational efficiency.
• Conducted live monitoring, coaching sessions, and performance reviews for team improvement.
• Handled escalations and collaborated with internal teams regarding contact center operations and rostering.
• Ensured compliance with company policies and operational procedures.

L3 Associate – International Voice Process (Seller Support) - Amazon

(2024-05 - 2025-07)

• Handled complex seller support queries through voice, chat, and email for international clients.
• Maintained high CSAT, FCR, and quality scores while meeting SLA requirements.
• Resolved customer escalations and ensured smooth customer experience.

Customer Support Specialist – Blended Process - TaskUs (Client: Coinbase – Walmart Process)

(2022-08 - 2023-08)

• Worked in a blended process handling voice, chat, and email support operations.
• Handled customer queries related to transactions, disputes, and account-related issues.
• Maintained strong customer satisfaction and operational performance metrics.

Team Lead - Technotask Business Solutions

(2021-08 - 2022-08)

Promoted as Team Lead after 8 months based on strong performance and leadership skills.

• Managed team performance, productivity, escalations, and operational targets.
• Oversaw AHT, shrinkage, attrition, CSAT, KPIs, and SLA metrics.
• Conducted coaching sessions, monitored call quality, and improved overall team efficiency.
• Collaborated with teams regarding rostering, call center operations, and workforce management.

Finance Support Specialist - Technotask Business Solutions

(2020-12 - 2021-07)

• Handled customer support operations related to banking, finance, and dispute management.
• Resolved customer concerns while maintaining quality and compliance standards.
• Delivered strong performance contributing to promotion into leadership role.

Bachelor of Arts - BA - Gyanveer University