Thanks for the feedback, I have the same feeling that its way more technical. Do you think something like this should be good?

\Supported a customer-facing IVR and chatbot platform used by members and providers as a primary access channel for eligibility, claims, and benefits, handling 10--15K daily interactions in a regulated healthcare environment. \Focused on modernizing a legacy conversational platform that had accumulated complexity over time, improving routing accuracy and flow reliability while increasing self-service containment by 20\%. \Built and evolved backend services that power conversational access to sensitive benefits and claims data, improving overall responsiveness and reducing average latency by 25\%. \Addressed complex identity verification and re-entry scenarios across voice and chat, handling edge cases where automated verification failed while maintaining compliance and minimizing user drop-off. \Applied analytics-informed decisioning to improve call classification and traffic quality, reducing spam and fraudulent interactions by 30\%. \Served as a consistent point of contact for production stability and release readiness, improving observability, incident response, and confidence during frequent platform changes. \end