Shubham Jain

• Managed end-to-end Order to Cash (O2C) lifecycle for insurance claims, from eligibility validation to payment processing, ensuring accurate and timely cash disbursement.
• Delivered 98–100% quality compliance, eliminating revenue leakage, and ensuring adherence to financial and regulatory standards.
• Reduced claims/payment cycle time by approximately 25%, accelerating cash flow, and improving customer turnaround time.
• Handled high-value financial transactions, ensuring correct adjudication, billing alignment, and payout accuracy.
• Identified process gaps and improved workflows, reducing rework and operational inefficiencies by approximately 20%.
• Partnered with finance and cross-functional teams to ensure accurate reconciliation and dispute resolution, minimizing payment discrepancies.
• Acted as the escalation SPOC for complex cases, resolving issues within SLA, and improving stakeholder satisfaction.
• Mentored team members on quality and compliance, reducing error rates, and improving team productivity.
• Streamlined internal processes for more efficient policy issuance and renewal.

• Managed the end-to-end offer letter lifecycle for the EMEA region, handling high-volume transactions with consistent SLA adherence.
• Identified recurring errors through log analysis, reducing process defects by approximately 30 percent.
• Automated workflows using Salesforce, DocuSign, and Workday improve process efficiency by approximately 25 percent.
• Led audits and compliance checks, achieving near-zero error leakage in documentation.
• Eliminated redundant on-site processes, improving turnaround time and operational productivity.
• Acted as the escalation SPOC, resolving critical issues within the SLA, and improving stakeholder satisfaction.

• Resolved high-volume U.S. customer queries across chat and social platforms, maintaining strong CSAT scores.
• Reduced resolution time by optimizing ticket handling and response workflows.
• Processed reimbursements with high accuracy, minimizing financial discrepancies.
• Leveraged consumer insights to improve resolution quality and customer experience.
• Managed over more than 50 customer calls per day.

Technical Support

• Led a team of 10 to 14 members, consistently achieving SLA targets, and improving team productivity.
• Reduced escalations by approximately 15% through coaching and process improvements.
• Conducted onboarding and training sessions, accelerating new-hire ramp-up time.
• Owned reporting, compliance, and acted as an escalation point for critical issues.
• Mentored junior team members, contributing to their professional growth and development.

• Handled high-volume seller queries while maintaining AHT, and resolution targets.
• Consistently met performance KPIs, contributing to an improved seller experience.
• Delivered technical support with high first-contact resolution rates.
• Responded to customers' complaints regarding service and product quality to solve issues.
• Increased sales by 10 percent.