AEJ Claims & Ticket Tracking Platform
Internal platform for managing user claims, escalations, and resolution workflows across AEJ services.
Visit site- Role
- Full-stack Developer
- Status
- In production, internal
- Stack
- LaravelMySQLSMS/Email notificationsDashboards
Problem
Claims from beneficiaries arrived through scattered channels and were hard to track to resolution. Without a single system, requests were lost, ownership was unclear, and there was no reliable view of what was still open.
Solution
A Laravel platform that centralizes claims as trackable tickets, routes them to the right service, and follows each one through escalation and resolution. Agents and supervisors work from a shared queue with clear status at every step.
My role
Full-stack developer. I modeled the ticket lifecycle, built the assignment and escalation logic, wired SMS and email notifications, and designed the dashboards supervisors use to monitor backlog and throughput.
Workflow design
Each claim moves through explicit states, from submitted and assigned to in progress, escalated, and resolved, with ownership and timestamps recorded at every transition. Escalation rules surface stalled tickets so nothing sits silently.
Impact
Claims handling moved from scattered, untracked exchanges to a single auditable system. Staff gained a clear view of what was open, who owned it, and where it stood within the same AEJ ecosystem serving 100,000+ beneficiaries.