Work experience

Worked at the intersection of enterprise technical support, diagnostics, and operations, focusing on identifying root causes of repeat failures, reducing operational noise, and improving system reliability at scale.

• Supported large-scale diagnostic intelligence and enterprise support systems, analyzing failure patterns across 10K+ monthly support cases to identify recurring production issues and systemic gaps.

• Led root cause analysis (RCA) initiatives in collaboration with engineering and support teams, contributing to a 67% reduction in repeat service failures and improved SLA adherence.

• Partnered closely with engineering teams to refine diagnostic logic and workflows, reducing false positives and misdiagnoses by 22%, directly improving first-time resolution and customer experience.

• Built and maintained operational analytics and dashboards (SQL, Python, Power BI) to surface incident trends, failure modes, and escalation drivers — enabling faster triage and clearer decision-making.

• Identified cost-impacting failure patterns and dispatch inefficiencies, contributing to a 15% reduction in unnecessary dispatches through data-backed recommendations and corrective actions.

• Automated recurring reporting and analysis workflows, eliminating 40%+ manual effort and improving consistency and reliability of operational insights.

• Acted as a bridge between frontline support, engineering, and leadership, translating complex technical findings into clear, actionable summaries for stakeholders.

• Embedded continuous improvement loops into operational reviews, ensuring that learnings from incidents were tracked through to corrective fixes and measurable outcomes.

Worked in a highly regulated, risk-sensitive operations environment, supporting compliance-driven case resolution across global regions.

• Progressed from Customer Support Representative to Analyst, handling high-volume KYC/AML cases across APAC and EMEA regions.

• Investigated and escalated 200+ high-risk transactions, collaborating with Risk and Legal teams to ensure accurate resolution and audit compliance.

• Strengthened operational controls through standardized documentation, KPI tracking, and disciplined escalation practices.

• Improved process efficiency and case turnaround through frontline insights, structured reporting, and data-backed recommendations.

• Developed strong habits around accuracy, traceability, and regulatory adherence, shaping a disciplined approach to production and compliance issues.

Earlier Experience

Held early-career roles in quality operations, service analytics, and customer support, building a foundation in:

• Issue analysis and trend identification

• Process documentation and reporting

• Customer-focused problem resolution

🏆 Awards & Recognition

🥇 Dell Excellence Award - Diagnostic & RCA innovation impacting repeat failures and cost reduction

🥇 HSBC Academy "Queue Killer" - Process optimization and cycle-time improvement

🥇 Challenger of the Year — Aditya Birla - iOS Support for service quality improvements