The document lists several challenges that were addressed and initiatives that were implemented including stopping upselling, establishing a quality control team, enforcing support tickets, creating organizational structures, identifying talent, delegating responsibilities, developing KPIs, creating autonomous customer service units, implementing various tools like WalkMe and Izenda, conducting HIPAA awareness sessions, creating a client retention unit, using Power BI for reporting, conducting in-house marketing, and creating CRs for CureX. It also shows the results of a survey on recognition, feedback, suggestions, happiness, satisfaction, wellness, ambassadorship, relationships with managers, relationships with colleagues, and company alignment for the Operations team at CureMD.

6. CHALLENGES

10.  Stopped upselling
 Promoted service mentality
 Restricted access to information i.e. CRM cleanup
 Established QC team
 Bottom of the barrel cleaning
 Enforcement of support tickets (faced extreme resistance
internally and externally)
 Created organograms i.e. department structure, job
descriptions, SWOT analysis

11.  Talent identification, created separate pathways, divided the team under two heads …
o Operations
o Product/Technical
 Delegation and Empowerment
 Right man for the Right job!!!
 Created autonomous units in CS
 KPIs developed
 NCs and Appreciations
 Knowledgebase
 PIPS
 CRM sync with TFS
 Act as a first line of Analysis/QA
 IZENDA
 WalkMe
 Teamwork
 Intercomm
 Incubation Center
 HIPAA awareness sessions
 Client Retention Unit
 API with Easy-Insight for Teamwork
 Reporting using Microsoft Power BI
 In house Marketing
 CRs for CureX

17. RECOGNITION
CureMD
OPERATIONS
FREQUENCY QUALITY

19. FEEDBACK
FREQUENCY QUALITY
SUGGESTIONS
CureMD
OPERATIONS

21. HAPPINESS
WORK WORK-LIFE BALANCE
CureMD
OPERATIONS

23. PERSONAL GROWTH
AUTONOMY MASTERY
PURPOSE
CureMD
OPERATIONS

25. SATISFACTION
COMPENSATION ROLE (WITHIN ORGANIZATION)
WORKPLACE
CureMD
OPERATIONS

27. WELL
NESS
PERSONAL
HEALTH
STRESS
CureMD
OPERATIONS

29. AMBASSADORSHIP
PASSIVES
CureMD
OPERATIONS
DETRACTORS
PROMOTERS
SKIPPED
44.8%
8.6%
8.4%
38.2%

31. RELATIONSHIP MANAGERS
COLABORATION COMMUNICATION
TRUST
CureMD
OPERATIONS
WIT
H

33. RELATIONSHIP COLLEAGUES
COLABORATION COMMUNICATION
TRUST
CureMD
OPERATIONS
WITH

35. COMPANY ALLIGNMENT
RESPONSIBILITIE
S
VALUES
VISION & MISSION
CureMD
OPERATIONS