Amitra Rufino

• Ensure inmates' custody, control, and security across institutional settings, including housing units, dormitories, workshops, and field operations.
• Writing internal process documentation and standard operating procedures for new officer training.
• Coordinating a side project documenting emergency response protocols.

• Drafted customer-facing support documentation for common claim issues.
• Explained complex policy exclusions in plain language to policyholders.
• Created Excel-based reporting templates for internal use and trained new adjusters using step-by-step guides.
• Directed claims negotiations within the allowable limit of 75% and supported successful litigations for advanced issues.

• Created and maintained internal knowledge base articles for operations and product teams.
• Worked cross-functionally to document workflows and support content for customer care operations.
• Used Tableau and SQL to identify content improvement opportunities based on user interaction data.
• Contributed to change management content during system overhauls and regulatory transitions.
• Managed vendor contracts and logistics documentation using structured content templates.

Key Projects:

• Created mock help center article: “How to Upload Proof of Identity (KYC)” for portfolio.
• Collaborated with developers to translate backend updates into easy-to-understand support docs.

• Developed internal job aids and process documentation for onboarding and support teams.
• Implemented ‘One & Done’ customer service model supported by simple knowledge base answers.
• Converted physical files to searchable electronic records using cloud-based platforms.