Streamlining Claims & Customer Satisfaction at ETAP Digital Insure

As the company rapidly scaled, the claims processing system became a bottleneck, leading to delayed responses, inconsistent customer experiences, and a dip in user trust. Additionally, customers often found it hard to navigate policy changes and updates—resulting in a rising volume of support tickets and a fragmented feedback loop between product and operations teams.

Streamlined Claims Processing:

1. Took ownership of end-to-end claims workflows, ensuring faster verification and resolution.
2. Created a feedback loop with the product team to remove friction points in the digital claims form.

Leveraged Data to Drive Change

1. Used Metabase to pull historical claims and support data, identifying recurring pain points.
2. Shared insights in weekly syncs, directly influencing feature updates and process redesign.

Reduced Response Times

1. Designed a tiered escalation matrix for common support queries, enabling faster resolution.
2. Trained newer team members on internal knowledge bases, reducing internal lag and confusion.

Achieved 100% Customer Satisfaction

1. Resolved and escalated support queries promptly with clear, empathetic communication.
2. Maintained a professional tone across all touch points and followed up consistently.

Implemented Loyalty Program

1. Designed a simple, automated loyalty initiative for long-term users, offering exclusive support and benefits.
2. Improved renewal rates and positive customer feedback within the first quarter post-launch.

Cross-Functional Bridge

1. Acted as a key liaison between engineering, product, and operations, ensuring customer insights informed product priorities.
2. Presented customer pain points with data visualisations and summaries to leadership.

Resulting in:

1. Claim resolution time reduced by 45% within 3 months
2. Customer satisfaction reached 100% during the period tracked
3. Support query volume decreased by 30% through self-service improvements
4. Strengthened internal collaboration, aligning product updates with user needs

This experience reinforced the value of data-driven support, clear communication, and cross-functional teamwork. By blending operational rigor with customer empathy, I helped transform a reactive support function into a proactive growth enabler.

Improving Sales Efficiency & Operational Workflow at NGCOM Networks

As a long-standing provider in the ISP industry, NGCOM Networks relied on outdated systems and heavily manual workflows. Sales and operational data were dispersed across spreadsheets and disconnected tools, making it difficult to track performance, spot trends, or make timely, informed decisions. This lack of modern infrastructure slowed growth and limited the company’s ability to compete in a fast-evolving digital market.

As a Sales Associate:

1. I collected and analysed sales data, identifying patterns in customer behaviour and highlighting underperforming regions.
2. Created visual reports and dashboards that helped leadership make more informed decisions.
3. Provided data-driven recommendations to the sales team, resulting in more targeted outreach and messaging.
4. Helped align sales activities with overall business goals by proposing strategic shifts in outreach based on insights.

As an ISP Operator:

1. I developed and optimised internal workflows, reducing redundancies and improving task clarity across sales and operations teams.
2. Standardised documentation for recurring processes, which improved onboarding and cross-functional handovers.
3. Built and maintained operational dashboards to track KPIs in real-time, giving the team visibility into service delivery timelines, client onboarding, and infrastructure performance.
4. Improved reporting cadence with regular performance reviews, enabling the team to adjust quickly and avoid bottlenecks.

Results:

1. Reduced sales reporting turnaround time by 60%
2. Identified new upselling opportunities, contributing to a 15% increase in sales conversion
3. Improved operational workflow efficiency by 40%, reducing delays in service activation
4. Enhanced team alignment through structured documentation and clearly defined processes

This experience demonstrated how sales insights and operational efficiency go hand in hand. By merging customer data with streamlined workflows, I helped the company move faster, make smarter decisions, and serve its clients better.