JENNISHA

Project: Insurance Claims Fraud Detection

• Fraud & Risk Analytics: Analyzed claims and transaction patterns using advanced SQL and statistical techniques to identify anomalies, fraud indicators, and emerging risk trends.
• BI & Decision Intelligence: Built Power BI data models, DAX measures, and interactive dashboards that transformed complex fraud data into actionable risk and KPI insights.
• Business Solution Delivery: Partnered with business and compliance stakeholders to translate analytical requirements into scalable reporting solutions and automate recurring workflows using SQL, Power Query, and Excel.
• Develop complex SQL queries using joins, CTEs, subqueries, window functions, aggregations and CASE logic for claims and transaction analysis.
• Collaborate with business, compliance and cross-functional stakeholders to gather requirements, define KPIs and translate business problems into analytical and reporting solutions.

Project: Banking Operations & Workforce Analytics

• Analyzed banking operations and contact centre performance data to support operational reporting, workforce planning, and management decision-making.
• Prepared and maintained MIS reports and operational dashboards using Advanced Excel to monitor productivity, service levels, SLA compliance, and key performance indicators (KPIs).
• Monitored real-time agent productivity and operational performance using CC Pulse and Genesys to identify performance gaps and support timely corrective actions.
• Conducted trend analysis and performance analysis to identify operational bottlenecks, workload variations, and opportunities to improve contact centre efficiency.
• Supported workforce planning and resource allocation by analyzing call volumes, agent productivity, staffing requirements, and service-level performance across teams supporting 500+ agents.
• Consolidated and validated operational data from multiple sources to ensure reporting accuracy, data consistency, and reliable management insights.
• Collaborated with operations managers and team leaders to communicate performance insights, track KPIs, and support operational improvement initiatives.