Sania Dmello

Act as the liaison between cross-functional departments and the IT team to translate operational requirements into system solutions and workflow enhancements. Gather business requirements, prepare Business Requirement Documents (BRDs) and process flow diagrams, and coordinate with IT stakeholders to ensure accurate implementation of system updates. Support automation initiatives to streamline manual processes, enhance efficiency, and improve data accuracy. Conduct process diagnostics to identify gaps, measure baseline inefficiencies, and drive measurable improvements in turnaround time. Collaborate with teams to ensure operational changes align with business goals and deliver improved service outcomes.

• Served as key liaison between cross-functional departments and IT team, translating operational requirements into system solutions that enhanced workflows and reduced processing delays by 25%.
• Developed comprehensive Business Requirement Documents (BRDs) and process flow diagrams, coordinating with IT stakeholders to ensure 100% accurate implementation of system updates.
• Supported automation initiatives to streamline manual processes, improving operational efficiency by 40% and boosting data accuracy to 99%.
• Conducted process diagnostics to identify inefficiencies, measuring baseline metrics and driving 30% reduction in turnaround time through targeted improvements.

Monitored and analyzed service-related customer feedback across multiple digital platforms using Konnect Insights, ensuring timely escalation and resolution through the appropriate support channels Collaborated with customer service and backend operations teams to streamline complaint handling workflows and maintain defined service-level timelines Generated and maintained daily, weekly, and monthly performance reports using MS Office Suite, consolidating insights to highlight recurring process issues and recommend corrective actions Standardized feedback tracking and reporting mechanisms to improve operational visibility, data accuracy, and stakeholder communication

• Analyzed service-related customer feedback across multiple digital platforms using Konnect Insights, ensuring timely escalations and resolutions through optimized support channels
• Collaborated with customer service and backend operations teams to streamline complaint handling workflows, consistently maintaining defined service-level timelines
• Generated daily, weekly, and monthly performance reports using MS Office Suite, consolidating insights to identify recurring issues and recommend corrective actions
• Standardized feedback tracking and reporting mechanisms, enhancing operational visibility, data accuracy, and stakeholder communication