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Ankita Lohiya

@ankitalohiya

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Case Analyst skilled in data-driven investigations, SLA management, and process improvement.

India

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What I'm looking for

I’m looking for a case/customer support role where I can investigate with data, improve workflows using SLA/KPI insights, and partner cross-functionally to deliver accurate, timely resolutions with high quality.

I’m a Case Analyst who reviews and analyzes customer cases, claims, and business requests to identify issues and drive accurate resolutions. I’m focused on investigations that gather, validate, and interpret data from multiple sources, using root cause analysis to surface trends, patterns, and risks.

At TaskUs, I manage end-to-end case lifecycles while ensuring outcomes stay within defined service-level agreements (SLAs). I prepare case summaries, reports, and recommendations for stakeholders, collaborate cross-functionally across operations, compliance, legal, and customer service, and maintain up-to-date documentation with strong quality checks and audits. I’ve also improved case resolution efficiency by streamlining investigations, reduced turnaround time by eliminating bottlenecks, and maintained high accuracy and quality scores while handling large volumes—including escalated and high-priority cases.

Previously, I supported partner dispute handling at Rise OTB (Walmart), where I investigated, verified, and resolved transaction-related issues using SOPs and documenting decisions in the dispute management system. Earlier roles included client correspondence in a leather goods manufacturing environment and an associate voice process role at Tech Mahindra, where I managed inbound customer queries through CRM tools and follow-ups.

Experience

Work history, roles, and key accomplishments

Current

Case Analyst

Current

TaskUs

Jan 2026 - Present (6 months)

Reviewed and analyzed customer cases, claims, or business requests to identify issues and determine appropriate resolutions. Conducted investigations with root cause analysis and managed case lifecycles within SLAs while preparing reports and collaborating with cross-functional teams.

Case Management Root Cause Analysis SLA Documentation Process Improvement Compliance Dashboarding SOPs

Partner Support Executive

Rise OTB (Walmart)

Jan 2022 - Jan 2025 (3 years)

Investigated and resolved transaction-related disputes raised by partners within required timelines, following company and regulatory guidelines. Reviewed partner complaints via email and internal systems, processed chargebacks/refunds/reversals, and documented case details in a dispute management system.

Dispute Resolution Chargebacks Refunds SOPs Documentation Email Updates Order Management

Executive – Client Correspondence

Longmarch International

Jan 2020 - Jan 2022 (2 years)

Handled inbound and outbound email communication with existing and prospective clients to answer queries and share product information. Coordinated with internal teams to ensure timely responses and accurate documentation for a leather goods manufacturing setting.

Client Communication Email Management Documentation

Associate Voice Process

Tech Mahindra

Jan 2017 - Jan 2020 (3 years)

Handled inbound customer calls to resolve technical, order-related, and account-related queries and issues. Recorded call details and resolution steps in CRM tools and escalated complex issues to higher teams when required.

Inbound Calls Customer Support Issue Resolution Escalation Management CRM Tools