For my Payment Timeout & Refund Automation project, I analysed post-debit timeouts during high-value mutual fund transactions and identified reconciliation gaps that led to 5–7 days of manual resolution.
I documented the business requirements and mapped AS-IS and TO-BE processes, then proposed an automation solution aimed at reducing resolution time to approximately four hours and high-priority support tickets by approximately 30%.
At Ditto Insurance, I analysed customer interactions and operational workflows, and conducted root cause analysis on health insurance claim rejections. I collaborated with Claims, Medical, Advisory, and Compliance stakeholders on redesigning the medical-profiling questionnaire; the work contributed to a 20% reduction in non-disclosure-related claim rejections.
At Amazon, I analysed advertising-review requests against global SOPs and collaborated with Operations and Ad-Ops on recurring submission errors and process improvements. My experience also includes content writing, sales, and enterprise client technical support.
