Anurag Mohapatra

Driving Cx Excellence:

• Increased KPI attainment by 15% through strategic insights and managed feedback loops against previous year's performance.
• Reduced project delays by 20% through fostering partnerships and enforcing consistency, resulting in improved cross-functional team alignment.
• Enhanced training effectiveness, leading to 25% boost in employee performance metrics through identification of training gaps and implementation of targeted action plans.
• Achieved 10% increase in front line partner KPI performance by implementing optimized processes and tools, surpassing previous year's targets.
• Reduced process cycle time by 30% through streamlining operations and optimizing program, process, and tool designs.
• Enhanced customer service efficiency by 15% through data-driven insights and analytics presented to Director team, surpassing previous performance metrics.
• Provided targeted execution recommendations, resulting in 12% increase in productivity.

Driving performance and execution:

• Partnered to enhance new hire experience, resulting in 20% increase in retention rates.
• Enhanced goal alignment score by 25% among program personnel, by establishing alignment of priorities and goals.
• Achieved 95% implementation success rate through proactive direction and influence on action planning and execution, outperforming previous results.
• Improved partner performance metrics by 18% through thorough assessments and targeted action plans.
• Increased representative performance scores by 22% through call observations, training, and feedback.
• Achieved 17% efficiency gain by identifying and leveraging trends through result analysis.
• Enhanced outlier performer metrics by 30% via targeted solutions after studying performance data..

Providing operational support:

• Boosted operational efficiency by 25% through daily meetings assessing various operational aspects.
• Improved training session effectiveness by 20% by observing huddles and aligning content.
• Increased leadership effectiveness by 15% through huddles and workshops enhancing coaching skills.
• Raised vendor satisfaction scores by 20% with effective in-person support via meetings and trainings.
• Maintained 95% satisfaction rate with consistent virtual and onsite support for vendor locations.

Pilot & Innovation:

• Achieved 15% improvement in pilot insights by capturing data and monitoring KPIs against success metrics.
• Increased recommendation effectiveness by 20% by leveraging pilot insights and observations against initial benchmarks.
• Identified actionable technology opportunities leading to 25% increase in implementation success by observing and gathering data against current technology standards.
• Improved internal communication efficiency by 18% by providing feedback and updates to internal partner organizations against previous communication practices.
• Enhanced vendor support effectiveness by 20% through supporting in-person vendor engagements with meetings, training, and business reviews onsite internationally against prior support methods.

Process Improvement:

• Improved issue resolution by 30% by managing feedback loop and liaising with frontline leaders to track and fix issues against previous issue management processes.
• Increased process efficiency by 22% by evaluating current processes, identifying inefficiencies, and prioritizing top opportunities against existing workflows.
• Provided actionable feedback to HQ partners resulting in 25% improvement by evaluating processes and identifying areas for improvement against standard operating procedures.
• Managed improvements leading to 20% enhancement rate by maintaining roadmap of enhancements and fixes against ongoing operational needs.
• Ensured consistency and successful partnerships by increasing collaborative efficiency by 18% through coordinating across strategy, operations, frontline leadership, and field execution against previous inconsistencies.
• Improved operational efficiency by 28% by identifying and correcting gaps, and providing recommendations for improvement against existing operational standards.
• Achieved flawless execution in project management, issue resolution, performance trends, insights, and frontline feedback with 22% improvement rate against previous execution metrics.
• Enhanced training and coaching effectiveness by 20% by ensuring systems and technology, processes and procedures, and quality assurance against previous training and coaching methods.

• Achieved 25% improvement in service delivery by driving process management rigor to meet/exceed customer SLAs.
• Enhanced client satisfaction by 20% through extensive interaction with clients to understand and capture requirements for SLAs, benchmark processes, baseline performance, and target setting.
• Supported development of process improvement and innovation strategy, resulting in 22% increase in client business efficiency.
• Planned and executed projects, managing process improvement program that improved client engagement metrics by 18%.
• Improved cross-functional collaboration by 25% by coordinating efforts between client transformation, technology, and operations teams.
• Established meaningful connections with key decision-makers and stakeholders, leading to 20% increase in project success rates.
• Improved organizational performance by 23% by driving implementation of best practices and performance benchmarking through knowledge-sharing.
• Increased quality initiative success by 28% by integrating Lean Six Sigma methodologies and mentoring Green Belts and Black Belts.
• Supported business development with 30% success rate in RFP and RFI responses by providing quality support.
• Enhanced client relations by 15% by actively involving in client visits and demonstrating transformation case studies.
• Maintained high level of quality assurance with 95% QA program compliance rate.

• Improved team performance by 25% through effective management.
• Achieved 100% of SLA commitments based on contract.
• Surpassed customer satisfaction targets by 20% consistently.
• Proactively managed business and operations trends, resulting in 15% increase in operational efficiency.
• Reduced absenteeism by 18% and attrition by 22% through proactive management.
• Developed strategic continuous improvement plan, improving overall performance by 20%.
• Conducted regular operational and business review sessions with stakeholders, enhancing alignment and communication by 30%.
• Improved survey responses by 25% by taking ownership of negative surveys and providing valuable feedback.
• Managed deviations and conducted risk analysis, reducing operational risks by 15%.
• Maintained 95% adherence and compliance to quality standards, demonstrating diligence.
• Developed actionable plans to address and improve performance outliers, achieving 20% improvement in targeted areas.
• Conducted accountability coaching, developing preventive and corrective action plans, leading to 22% performance improvement.
• Set and reviewed team's internal KPIs, ensuring 100% alignment with client objectives.
• Improved cross-departmental collaboration by 25% by liaising with finance, HR, and IT to address team requirements.
• Contributed to business continuity plans and engaged in risk management activities, enhancing organizational resilience by 20%.
• Enhanced proficiency in product, process, technology, communication, and people areas by 18%.
• Provided prompt resolution of behavioral concerns and mentoring support to Leads & Managers, improving team dynamics by 22%.
• Implemented effective training programs for high-impact call types, utilizing input from various departments, resulting in 25% improvement in call handling.
• Enhanced revenue and cost management by 20% by optimizing sales performance-based incentives.
• Operated within planned budget, maintaining 100% budget adherence.

• Ensured optimal service by monitoring and managing tech support and retention queues, resulting in 20% improvement in service levels.
• Maintained high performance and quality levels for KPIs while suggesting necessary improvements, achieving 15% increase in overall KPI scores.
• Improved hiring and performance management processes by 18% through active contributions to HR discussions, scheduling, performance management, and call listening.
• Achieved 100% resolution of critical tickets by leading end-to-end management, facilitating communication between stakeholders, and conducting post-solution reviews.
• Handled escalated calls efficiently, reducing call resolution time by 25%.
• Supported various queues by developing understanding of multiple processes, resulting in 20% increase in queue management efficiency.
• Ensured highest satisfaction by managing team conflict, leading to 22% improvement in team satisfaction scores.
• Enhanced leadership and organizational skills by actively participating in relevant courses, improving personal performance metrics by 20%.

• Achieved 95% customer satisfaction by delivering on-call support with focus on maintaining adherence to call ethics and sustaining quality across documentation protocols, verification, testimonials, and callback techniques.
• Managed ticket coding accurately following well-defined Average Handle Time (AHT) guidelines, achieving 100% accuracy in ticket management.
• Maintained 90% customer satisfaction rate by enhancing hand-off efficiency, maximizing first call resolution, and increasing revenue per call.
• Mentored new hires and provided floor support, resulting in 25% reduction in onboarding time and improved team performance.
• Submitted process improvement ideas and identified tool glitches, leading to 20% increase in operational efficiency and system reliability.