Rojalin Pattnaik

I’m a results-driven Senior Operations and People Leader with 5+ years of progressive experience in team leadership, organizational development, and business operations management across Australia-Singapore and North America regions. I bring expertise in strategic workforce planning, performance optimization, change management, talent acquisition, employee engagement, and compliance management.

In my current role as CAP Manager (Concession Abuse Program – North America), I spearhead CAP operations to deliver compliance excellence, revenue protection, and operational risk mitigation through data-driven governance frameworks. I’ve reduced HUR and DUR metrics and improved Concurrent Handle Time (CHT) from 10.52 minutes to 9 minutes within one month, and I use advanced Excel and QuickSight dashboards to generate weekly WBRs. I also led initiatives such as consult rate reduction (84% to 20%) and duplicate rate reduction (47% to 23%) while safeguarding customer experience and service levels.

Previously, as a Team Manager – Customer Service Operations (Australia-Singapore), I led and mentored 16–20 customer service agents, managed the full talent lifecycle, and built an accountability culture that hit an 82.34% quality benchmark. I optimized operational metrics (including RAP 74.5% to 81.88% and strong schedule adherence) and improved connection scores from 13% below benchmark to 4% above benchmark through coaching and business transparency. I’m also recognized for leadership and development impact (e.g., Silver Cowbell, Golden Cowbell, Rahul Dravid Award) and I’m certified as a LAT (Leader as Teacher) Facilitator, with a strong focus on psychological safety and developing emerging leaders.