ANUKRITI GOEL

Consultant with over 9+ years of experience in Process Excellence and Digital Transformation. Dedicated to improving efficiency, productivity, and profitability of an organization. Consistently saved costs while increasing profits through the development and execution of innovative and cost-effective solutions using technologies like RPA, AI and ML. Adept in the optimization of business processes by applying Lean Six Sigma principles.

Introduction to Data Science in Python

• Innovation Award received in Concentrix in 2023
• Performance Excellence Award in UnitedHeatlth Group in 2018

CONCENTRIX: 

1. Productivity improvement and bespoke solution deployment for Gaming Industry 

• Project Objective: Automate content moderation in the gaming industry to identify and deactivate abusive or policy-violating words in real time using analytics and Chrome Extension
• Outcome: 24% reduction in AHT

2. Improve Turn Around Time and CSAT of Pharmaceutical Company 

• Project Objective: Streamline the complaint management process by developing a Web Application with RPA that automates manual complaint filing, ensures data validation, centralizes complaint data storage, and facilitates easy access to dashboards and reports.
• Outcome: 35% reduction in AHT and 4.7% improvement in CSAT

TELEPERFORMANCE:

1. Visual assistance on technical support requests of Telecom Industry 

• Project Objective: Enhance customer support efficiency in the telecommunication industry by addressing poor internet service complaints, improving agent issue visualization, and streamlining equipment queries using smart video assistance tool

2. Multilingual Image to Text Reader in a Technology Industry 

• Project Objective: Develop a multilingual OCR technology with language translation to read the text like Serial Number/Codes from image shared by customer and paste it in CRM to reduce agent manual effort by 23%

ZS ASSOCIATES: 

1. Optimize Field Inquiry Management Process 

• Project Objective: Standardize and optimize the inquiry management process on all the request received from field representatives for a pharma company to reduce AHT by 17%

UNITEDHEALTH GROUP: 

1. Contract Authorization Process 

• Project Objective: Automate the process of gathering information from different resources and directly pasting it into the contract authorization platform using RPA technology, reduced AHT by 50% with 11 FTE savings

2. Live Audit Bot for Claim Processing 

• Project Objective: Develop a live audit bot that compares information between spreadsheets and an application. If the data matches or contains no errors, mark the audit as passed; otherwise, route it to the agent queue for further investigation using RPA technology