Md Arif Hossain

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◦ Led a team of 15-20 associates to consistently achieve SLA and quality benchmarks.
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◦ Improved Average Handling Time (AHT) by approximately 12-18% through coaching and
monitoring.
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◦ Maintained quality scores above 90% through real-time feedback and training interventions.
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◦ Reduced attendance-related performance gaps by implementing roster discipline strategies.

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◦ Ensured 100% documentation compliance and improved record accuracy.
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◦ Streamlined document retrieval process, reducing turnaround time by 20%.

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◦ Managed operations, vendor partnerships, and customer retention strategies.
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◦ Achieved sustained revenue growth through service-focused business model.

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◦ Managed a 20-member team achieving consistent monthly performance targets.
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◦ Designed action plans that improved productivity and reduced escalations.