Annika Kakkar

· Patient Relationship Management: o Currently manage a portfolio of 350+ patients, delivering personalized care through regular check-ins, video calls, and tailored treatment optimization. o Earned multiple customer reviews on Google and Facebook for exceptional patient care and transformative support.

· Product & Process Innovation: o Pioneered the creation of over 20 AI-driven SOPs in Salesforce to streamline CX tasks enhancing operational efficiency. o Fully redesigned the patient portal into three dedicated views based on direct feedback and data analysis, projecting a monthly saving of 143 CX hours (~$4K in cost savings).

· Cross-Functional Collaboration & Project Leadership: o Authored detailed Jira tickets and coordinated with technical teams to translate customer insights into actionable product features. o Streamlined communication channels between the CX and manufacturing teams, identifying and resolving process gaps to prevent patient drop-off.

· Process Optimization & Strategic Analysis: o Developed a comprehensive fit adjustment and optimization workflow to better track treatment progress and determine patient optimization thresholds. o Authored 15+ SOPs for the internal knowledge base, standardizing processes and ensuring consistent service delivery across a rapidly growing team.