Ayan Baidya
Summary
Operations and claims management professional with 10+ years of experience in insurance, billing operations, and travel technology. Proven expertise in claims adjudication, fraud investigation, process optimization, and stakeholder management. Six Sigma Green Belt certified with demonstrated success managing complex, high-volume workflows across insurance and operations. Skilled at balancing operational efficiency with stakeholder needs in regulated environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Claims Specialist
Airbnb
06.2022 - Current
- Adjudicate complex insurance claims across Host Damage Protection, Host Liability Insurance, and Guest Protection Insurance programs; manage risk assessment, fraud investigation, and high-value case resolution
- Investigate fraud indicators through structured risk assessment, documentation analysis, and cross-functional coordination with internal and external stakeholders
- Serve as key liaison between hosts, guests, insurers, and internal teams while maintaining transparency and moving cases forward efficiently
- Maintain 96% SLA adherence and 90% quality audit scores across high-volume, global caseload
- Execute decisions on guest safety cases within strict regulatory and policy guidelines
Billing Operations Associate
British Telecom e-Serv. (India) Pvt. Ltd.
11.2018 - 04.2022
- Managed billing operations within the Order-to-Cash (O2C) lifecycle for a global telecoms provider; ensured accurate invoicing and maintained strong customer satisfaction benchmarks.
- Resolved high-volume billing queries including late payment charges, invoice discrepancies, credit/refund processing, and chargeback disputes
- Maintained 90% SLA adherence and 93% CSAT/NPS scores across the team.
- Monitored and triaged shared mailboxes to systematically log, prioritize, and resolve cases; improved turnaround efficiency through workflow optimization
Dispatcher Coordinator (reverse logistics)
OnProcess Technology
08.2017 - 07.2018
- Managed B2B service coordination for field and desk engineering operations; acted as escalation point for complex Level 2 and executive-level cases.
- Designed and formalized Standard Operating Procedures (SOPs) to institutionalize best practices and ensure team consistency.
- Identified process inefficiencies and implemented workflow improvements that enhanced service quality and turnaround time.
- Maintained billing trackers using Excel to support accurate time-based invoicing and revenue reconciliation
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Analyzed customer feedback and provided solutions to improve customer service.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
Sales Executive
M/S Spark Electricals & Electronics
06.2010 - 05.2014
- Managed end-to-end sales campaigns for electrical equipment, handling client relationships, payment collections, and financial reconciliation independently.
- Led outreach to government municipal bodies for electrical tenders, coordinating documentation and acting as the communication bridge between authorities and company leadership.
Education
Bachelor of Arts - Criminology
University of Madras
05.2018
Skills
- Claims Management
- Insurance Operations
- Claims Adjudication
- Fraud Investigation
- Risk Assessment
- Order-to-Cash (O2C)
- Billing Operations
- Dispute Resolution
- SLA Management
- Stakeholder Communication
- Process Improvement
- SOP Development
- Six Sigma Methodology
- Product Development
- Microsoft Excel
- CRM Systems
- Microsoft Word
- Microsoft PowerPoint
- Google sheet
Certification
- Six Sigma Green Belt, Benchmark, 2023-10-01
- The Complete Digital Marketing Guide, Udemy
Timeline
Claims Specialist
Airbnb
06.2022 - Current
Billing Operations Associate
British Telecom e-Serv. (India) Pvt. Ltd.
11.2018 - 04.2022
Dispatcher Coordinator (reverse logistics)
OnProcess Technology
08.2017 - 07.2018
Sales Executive
M/S Spark Electricals & Electronics
06.2010 - 05.2014
Bachelor of Arts - Criminology
University of Madras