Hi, I’m
Ayan Baidya
Kolkata
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
13
years of professional experience
1
Certification
3
Languages
Work History
AirbnbGurgaon
Claims Specialist
06.2022 - 07.2026
Job overview
- 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
- Developed training materials for new claims specialists.
- Coordinated with cross-functional teams on complex claims issues.
- Provided customer service by responding promptly to inquiries from claimants regarding their benefits or coverage.
British Telecom e-Serv. (India) Pvt. Ltd.
Billing Operations Associate
11.2018 - 04.2022
Job overview
- 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
OnProcess TechnologyKolkata
Customer Service Representative
08.2017 - 07.2018
Job overview
- 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
OnProcess technologyKolkata
Assistant executive customer care
08.2014 - 07.2015
Job overview
- Led cross-functional teams to enhance operational efficiency and service delivery.
- Managed incoming customer queries via emails, calls & chats. (blended process for Comcast, Talk Talk & booking.com )
- Maintained 95% AHT -CSAT, NPS and quality audits of 90% throughout.
M/S Spark Electricals & Electronics
Sales Executive
06.2010 - 05.2014
Job overview
- 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
University of Madras
Bachelor of Arts from Criminology
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
Languages
Bengali
English
Hindi
Certification
- Six Sigma Green Belt, Benchmark, 10/01/23
- The Complete Digital Marketing Guide, Udemy
Languages
4,B2,5,C1
Timeline
Claims Specialist
Airbnb
06.2022 - 07.2026
Billing Operations Associate
British Telecom e-Serv. (India) Pvt. Ltd.
11.2018 - 04.2022
Customer Service Representative
OnProcess Technology
08.2017 - 07.2018
Assistant executive customer care
OnProcess technology
08.2014 - 07.2015
Sales Executive
M/S Spark Electricals & Electronics
06.2010 - 05.2014
University of Madras
Bachelor of Arts from Criminology