Supriti Das

Operations & Backend Support Specialist with 6+ years of experience across Banking, Auto Finance, EdTech, and Health Insurance sectors. Skilled in end-to-end backend operations, including payment processing, document verification, CRM ticket management, customer support, and workflow coordination. Experienced in handling US-based international processes, email support, query resolution, and compliance management while consistently maintaining high resolution rates and service quality standards.

Strong expertise in cross-functional collaboration, meeting coordination, quality assurance, and process improvement to enhance operational efficiency in fast-paced environments.

Operations Associate [Health] - Acko

(2024-09 - 2026-01)

Managed end-to-end health insurance backend operations from policy purchase to final issuance, ensuring smooth workflow management and customer support.

• Coordinated PPMC activities by guiding customers, collaborating with labs and TPA teams, and ensuring timely medical report processing and email communication.
• Performed document verification, endorsements, refunds, cancellations, and compliance activities in accordance with company SOPs and operational standards.
• Achieved high CRM ticket resolution rates while consistently meeting TAT and service quality targets through effective follow-up and process management.
• Handled customer escalations and coordinated with internal teams to ensure seamless policy issuance and efficient backend operational support.

Sr. Academic Associate - Infinity Learn

(2023-10 - 2024-06)

Managed backend operations for US-based student onboarding, enrollment verification, payment processing, and online class batch scheduling.

• Coordinated with internal teams to ensure smooth operational workflow, timely scheduling, and seamless customer experience.
• Verified payment records, student documentation, and enrollment details while maintaining accuracy and compliance standards.
• Resolved customer queries and escalations efficiently while adhering to TAT, SOP, and operational guidelines.

Operations Associate - OTO Capital

(2022-05 - 2023-01)

Verified customer profiles, vehicle loan documents, and financial records to support accurate financing approvals and compliance requirements.

• Managed EMI setup, payment processing, customer re-verification, and CRM validation to ensure smooth backend operations and customer servicing.
• Generated customer agreements and processed E-NACH registrations for seamless EMI auto-debit activation and payment management.
• Handled monthly EMI operations, bank account update requests, payment-related queries, and ticket resolutions while consistently adhering to TAT, SOP, and operational guidelines.

Business Operations Associate - American Express

(2018-08 - 2021-09)

Managed backend credit card operations, customer verification, and account validation processes while ensuring operational accuracy and efficiency.

• Coordinated transaction approvals, handled customer queries, and provided timely resolutions to maintain high service standards and customer satisfaction.
• Ensured compliance with banking policies, verification procedures, and documentation standards through accurate process handling and quality checks.
• Supported backend workflow management by maintaining accurate records, resolving operational issues, and coordinating smooth process execution.
• Hands-on experience in banking document verification, QC processes, and customer email coordination within a compliance-driven environment.

Bachelor of Arts - B.A. - Uluberia College (2019)