Asim Mohapatra, CSM®, CSSGB

Experience

• 

  American Express

  May 2007 - Nov 2009

  Sr. Customer Care Professional

  Handling customer complaints for credit card holder of Amex. Trained new colleagues in the team as a on the floor mentor.

• 

  Hewitt Associates

  Dec 2009 - Mar 2011

  Benefits operations administrator

  Managing a team of 11-13 members of tier 2 and tier 3 workgroup for Health and Welfare benefits administration. Managing Client deliverables and new client transitions for over 53 clients through virtual transition from phase 1 planning to go-live.

• 

  Aon Hewitt

  Apr 2011 - Mar 2016

  As an experienced CSM, I help set the BU goals and lead a large team of experienced professional in achieving them through various projects with business to drive Efficiency, C-SAT, Process Improvement / Mapping and Business Transformation & Six Sigma projectResponsible for nurturing Quality Quotient across 300+ FTE's.• Driving key initiatives to drive customer satisfaction and continuous improvement within organisation• Continuous Improvement-Create a culture for teams to come up with process improvements ideas- take them to execution and replication wherever possible with the right recognition for the colleague • Follow up a rigorous project management rigor to keep track on the projects and align team to provide meaningful inputs • Drive Leanovation from a Training penetration and idea generation perspective • To analyze and maintain organizations’ records, reports, work flow charts, manuals and job descriptions.– Deadlines, Quality work, Peer review protocols, Processing in accordance with HROM guidelines/SOP and other documentation, Work Management and Cost managementTransitioning experience of over 9000 man hours from US to India for HW benefits at onsite.■ Directly responsible for the people management of direct reports residing in India:–Scheduling, backfill, leave management, Performance management, On-boarding/training new hires■ Support Onshore managers in managing and execution of one-time/large annual projects e,g A.E (applicable for CO/AE functional area)■ Partners with Onshore managers in reduction of defects and workflows (applicable for Issue Management functional area) Show less

  • Client Service Manager Experienced

    May 2013 - Mar 2016

  • Client Service Manager

    May 2012 - May 2013

  • Operations Manager

    Apr 2011 - May 2012
• 

  Alight Solutions

  Apr 2016 - Aug 2018

  Sr. Service Manager
• 

  Wipro

  Sept 2018 - Sept 2022

  • Senior Practice Manager

    Jul 2022 - Sept 2022

  • Practice Manager

    Sept 2018 - Jun 2022
• 

  Amazon

  Sept 2022 - Dec 2024

  Operations Manager
• 

  Clarity Benefit Solutions

  Jan 2025 - now

  Operations Leader