Shrishti Raushan

At BoxBrownie.com, I lead and coach a remote team of 10+ members, delivering quality service while meeting productivity and SLA targets. I monitor operational metrics, resolve client escalations, and implement process improvements that strengthen customer satisfaction and efficiency.

Previously at American Express, I progressed from Senior Dispute Analyst to Lead Analyst, investigating domestic and international card disputes, chargebacks, and second-presentment cases. I partnered with Fraud, Risk, Merchant Services, and acquirer teams to make accurate liability decisions, reduce repeat disputes, maintain audit-ready documentation, and improve case-handling workflows.

My earlier incident-management work at British Telecom and HCL Services involved coordinating critical incidents, escalations, bridge calls, reporting, root-cause analysis, and SLA-based resolution.