Company: UNIS
Role: Senior Customer Service Product Owner
Product: Claims & Dispute Management System
Goal: Automate claims and dispute processes for fulfillment and transportation customers.
Result: Transformed manual, labor-intensive workflows into a fully automated online system, reducing operational costs, saving time, and improving overall customer satisfaction.

🚀 Core Responsibilities & Product Ownership

Product Vision & System Design

• Led the design and development of an automated claims and disputes platform for UNIS’s fulfillment and transportation clients.

   

• Defined epics, user stories, and acceptance criteria for engineering and product teams, aligning technical solutions with operational goals.

   

• Designed an end-to-end workflow to reduce manual effort, eliminate errors, and improve data-driven decision-making.

   

🔥 Key Functions Developed

1. Automated Claims and Disputes System

• Enabled customers to manage shipment and inventory disputes online without manual intervention.

   

• Reduced handling time for claims by 90%, freeing up internal resources.

   

2. Real-Time Data Entry Automation

• Automatically saved all customer submissions and claim data to the database.

   

• Eliminated manual data entry, reducing errors and improving data integrity.

   

3. Intuitive Client Portal

• Developed a user-based platform for customers to submit, track, and manage claims and disputes.

   

• Improved usability, engagement, and satisfaction through clear workflows and real-time updates.

   

4. Integrated Bill & Pay Platform

• Created a seller-facing interface for managing billing, payments, and disputes.

   

• Centralized financial transactions and simplified reconciliation for internal teams.

   

5. Automated Communication Features

• Introduced notifications and alerts to update customers and internal teams on claim status.

   

• Improved response times and reduced follow-up inquiries.

   

6. Customizable Claims Workflow

• Provided configurable workflows to accommodate various types of claims.

   

• Enabled scalability and flexibility for different customer and shipment scenarios.

   

7. User-Friendly Interface

• Designed intuitive UI/UX to simplify navigation and reduce onboarding time.

   

• Increased platform adoption and minimized support calls.

   

8. Automated Settlement Calculations

• Built tools to calculate settlement amounts based on predefined rules.

   

• Reduced time spent on manual calculations and improved accuracy.

   

9. Self-Service Dispute Resolution

• Allowed customers to self-manage disputes through the portal.

   

• Reduced dependency on support teams and enhanced customer satisfaction.

   

10. Data-Driven Insights

• Leveraged analytics to identify common claim issues and refine processes.

   

• Provided actionable insights to reduce future disputes and operational bottlenecks.

   

11. Multi-Platform Integration

• Connected claims system with internal and external platforms like Bill & Pay.

   

• Reduced redundancy and ensured seamless data flow across departments.

   

12. Centralized Documentation Management

• Developed a system to upload, store, and retrieve claim-related documents easily.

   

• Improved operational efficiency and reduced delays caused by missing paperwork.

   

📊 Impact

• 90% reduction in manual handling time for claims and disputes.

   

• Reduced operational costs and improved resource allocation for customer service teams.

   

• Enhanced customer experience with a self-service portal and real-time updates.

   

• Increased platform adoption due to intuitive UI/UX and simplified workflows.

   

• Streamlined financial reconciliation and settlement processes.

   

• Enabled data-driven decisions to minimize future disputes and improve operational efficiency.

   

💡 Key Skills Highlighted

• Claims & dispute management automation

   

• Customer self-service portal development

   

• Real-time data entry and workflow automation

   

• Automated communication & notifications

   

• UI/UX design for enterprise platforms

   

• Integration with internal and external systems (Bill & Pay)

   

• Automated settlement calculations

   

• Data analytics & insights

   

• Multi-platform workflow management

   

• Centralized document management