Analyst – Alliances shared services at CrowdStrike (2025-09 – Present)
Responsible for day-to-day operations supporting the partner ecosystem, ensuring strong Salesforce data integrity, efficient Case management, and seamless partner-facing processes while driving operational scalability and improvements.
- Create, track, and manage partner cases in Salesforce aligned with defined policies and SLAs.
- Generate Salesforce reports, dashboards, and case performance metrics (KPIs).
- Ensure timely case resolution, monitor SLAs, and escalate critical issues when required.
- Maintain data accuracy, identify anomalies, and ensure proper case categorization and attribution.
- Document case workflows and continuously improve operational processes.
- Support monthly reporting and case-related operational reviews.
- Communicate effectively with stakeholders and manage cases end-to-end to resolution.
Analyst - Claims at Pitney Bowes Pvt ltd (2021-05 – 2024-10)
Provided comprehensive enterprise support to global clients, including Victoria's Secret, Nordstrom Inc., Macy's Inc., Yun Express., Tech styles., and others, ensuring seamless operations and client satisfaction. Also, managed logistics claims, resolving damage, loss, and shipment discrepancies through data analysis and stakeholder coordination. Collaborated with the billing support team to address complex technical billing inquiries while consistently meeting SLAs for shipments.
- Addressing client concerns related to logistics, billing, or service disruptions
- Serving as a primary point of contact for enterprise clients, ensuring seamless communication and building and maintaining strong relationships with key stakeholders.
- Identifying inefficiencies in logistics, billing, or operations and implementing improvements. Also, analyzing data trends to enhance service quality and prevent recurring issues.
- Developed claims investigation and adjudication process.
- Leveraged technology to develop automated claims review tool.
- Investigated complex and high-profile claims, including catastrophic incidents.
- Educated internal teams, leadership and clients about claims process and liability parameters.
- Collaborated with client engagement, operations and technology teams for investigations and process improvements.
- Reduced YoY claims payout by over 15% for three years consecutively.
- Recouped funds from transportation partners, averaging over $700k annually.
- Provided monthly / quarterly / annual analytical reports to internal stakeholders and executive leadership.
Associate Consultant at Pitney Bowes Pvt ltd (2016-06 – 2021-05)
Delivered support to clients like Amazon and eBay, ensuring seamless logistics, issue resolution, and operational efficiency. Specialized in global e-commerce operations, managing Amazon and eBay's global shipping programs, including Borderfree, fulfillment, delivery, and returns to optimize cross-border transactions.
- Supported global eBay customers with inquiries, utilizing Jira, Command Central, and carrier links to manage order processing.
- Provided end-to-end service, including tracking, carrier, and account details; maintained Jira tickets for all communications between buyers, sellers, eBay, and our team.
- Conducted monthly audits with management, delivering feedback and ensuring responses to inquiries within 24 hours; tracked productivity data in Excel.
- As a Sr. Consultant, trained colleagues to enhance productivity and achieve daily targets.
- Created SOP's and graph to train new colleagues and team if there are any process changes.
Project - Reporting and Executive Assistant to Management at Pitney Bowes Pvt ltd (2016-06 – 2021-05)
- Helped the team achieve corporate NPS goals (> 50).
- Identified process improvements that balanced client/customer experience with financial considerations.
- Led by example in casework, phone calls, and metrics.
- Achieved case resolution times and coached agents to align with leadership direction and global metrics using Tableau reports.
- Handled escalations as a priority, discussing resolutions during leadership calls.
- Prepared aged and productivity reports daily and monthly, also analyzed and submitted daily reports to eBay.
- Compiled and emailed productivity reports.
Project – Billing Support and Credit Management Optimization at Pitney Bowes Pvt ltd (2016-06 – 2021-05)
Led the efforts to enhance billing support processes and optimize credit management procedures, ensuring timely resolution of complex technical billing inquiries and improved customer satisfaction.
- Managed and guided a team of billing support representatives, ensuring efficient and timely resolution of billing inquiries, meeting key Service Level Agreements (SLAs) within JSM (JIRA Service Management).
- Utilized advanced SQL procedures to extract and analyze large datasets to identify billing discrepancies, supporting data-driven decisions on credit issuance and resolving client billing issues.
- Streamlined the credit management process by investigating the root causes of billing errors, creating escalation tickets, and actively managing the resolution process until credits were successfully issued to clients.
- Maintained a comprehensive credit log, ensuring all credit-related transactions were accurately recorded and regularly monitored, which contributed to enhanced financial accountability and stronger client relationships.
- Identified and implemented process improvements that reduced turnaround time for credit processing and improved overall customer satisfaction
Sr. Administrative Assistant at United Parcel Service Pvt Ltd (2014-06 – 2016-06)
- Proficiently processed RNTs (Right Now Technology) through email, utilizing problem-solving and analysis skills while maintaining a customer-focused approach.
- Responded to customer requests related to transmission issues and resolved them in a timely manner, adhering to SLAs based on request complexity.
- Processed, prepared, corrected, and billed records to ensure accurate billing for UPS customers.
- Researched, verified, tracked, and resolved unbilled packages using various UPS online applications.
- Prepared credit request files weekly and manually processed credits and adjustments when system issues arose.
