Amin Khalesian

High-volume, SLA-driven content operations. Reduced average handling time from 60.9s to 30.2s over six months (-50%) with 99-100% shift adherence. Track and report team and personal KPIs (accuracy, throughput, AHT) in structured 1-2-1 review cycles, keeping accuracy at or near the 95% target. Documented operational edge cases and workflow inconsistencies; feedback adopted by QA and Policy teams to improve decision logic.

Sole designer for a B2B SaaS risk analytics platform serving 100+ enterprise clients (banks and insurers). Designed the end-to-end experience across data input, processing and report output. Worked directly with the founding team and client stakeholders on requirements, contributed to roadmap discussions and backlog prioritisation in an Agile/Scrum setup, and delivered user flows, wireframes, prototypes and specifications for ambiguity-free engineering handoff.

Analysed sales and operational data in a regulated brokerage environment and produced monthly reporting used directly by senior management. Documented 10+ core operational workflows and reporting logic with IT and business teams, standardised internal reporting templates to remove inconsistent metric interpretations, and reduced ad-hoc data requests. Contributed to digital product improvements that increased operational clarity and sped up onboarding for new analysts.