Open to opportunities

Aakash Deep

@aakashdeep2

Results-driven Claims Coordinator specializing in US insurance FNOL, escalations, and SLA/KPI-driven customer operations.

India

Message

What I'm looking for

I’m looking for a role where I can own US insurance claims (FNOL to settlement), lead high-impact escalations, and improve SLA/KPI performance using data dashboards, RCA, and process automation—preferably remote with strong cross-functional ownership.

I’m a results-driven Claims Coordinator & Senior Escalation Specialist with 10+ years in customer operations and 5+ years managing US-based insurance claims, FNOL, and global escalations across North America, APAC, and EMEA. I own end-to-end outcomes from FNOL to settlement for property & liability claims with US insurers including Crawford and Generali.

I’m known for operational excellence and accuracy—tracking 99% accuracy, 100% SLA compliance, and resolving $1M+ claims within 7 days. I lead SOS and high-impact escalations, restoring service within 2 hours through rapid stakeholder alignment and disciplined investigation, documentation, and negotiation.

I also focus on risk, process improvement, and measurement. Using Salesforce, ServiceNow, Tableau, and Power BI, I build dashboards and run RCA to reduce claim lifecycle time (20 to 14 days) and payout variance (30%), while mentoring 10+ analysts to strengthen customer experience and compliance.

Experience

Work history, roles, and key accomplishments

Founder & Operations Lead

Hospitality Venture

Jan 2025 - Jan 2026 (1 year)

Managed end-to-end hospitality operations including customer experience, service delivery, vendor management, and issue resolution. Owned operational workflows, customer escalations, and financial tracking to improve service standards and satisfaction.

Hospitality Operations & Customer Success Service Delivery Vendor Management Customer Escalation

Claims Coordinator & Escalations

Airbnb

Jan 2020 - Mar 2025 (5 years 2 months)

Managed 300+ monthly US insurance, property, and liability claims by coordinating with insurers (Crawford, Generali), Legal, Trust & Safety, Finance, and Operations. Resolved a $1M+ claim within 7 days with 100% SLA adherence and 99% accuracy, reducing claim lifecycle from 20 to 14 days and payout variance by 30%.

US Insurance Claims FNOL Coordination Stakeholder Management Escalation Handling Salesforce Tableau Power BI Workflow Automation

Customer Experience Specialist

Airseva

Jan 2018 - Aug 2018 (7 months)

Managed high-volume customer escalations and service disruptions, coordinating across internal teams and external service providers to resolve multi-party issues. Improved response efficiency by implementing structured workflows and communication templates.

Customer Escalation Management Incident resolution Service Recovery Workflow Design Comms Templates Customer Experience (CX)Multi Party Issue Coordination

Senior Associate

Citi Bank (Convergys)

Aug 2015 - Feb 2017 (1 year 6 months)

Investigated 80+ daily banking disputes and claims while ensuring compliance with financial regulations. Identified fraud patterns in 30% of cases and reduced follow-up time by 25% through improved documentation and communication workflows.

Financial Compliance Fraud Detection Documentation Case Follow Up Reduction Customer Operations

Process Advisor

Barclays

Apr 2014 - Nov 2014 (7 months)

Managed customer operations and transactional requests, ensuring accuracy and service quality. Improved operational efficiency by redesigning workflow processes and queue management.

Customer Operations Transaction Processing Process Improvement Queue Management Quality Assurance Operational Efficiency