Annapurna Parihar
Bengaluru
Summary
Dynamic Trust and Safety Operations Leader with over 12 years of experience in multinational corporations, including Amazon Web Services and Dell Technologies, as well as in educational institutions and entrepreneurial ventures. Expertise in Trust & Safety operations, workflow design, and strategic program management, complemented by a proven track record of implementing Kaizen principles and fostering inclusive leadership practices to achieve operational excellence. A diverse background in financial administration, fraud prevention, and talent development enhances the ability to navigate organizational challenges while consistently delivering results through high-performing teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Ops Manager, Content, AWS Trust and Safety
Amazon Web Services
11.2020 - Current
- Led AWS Trust & Safety Kaizen project analyzing 665,209 cases, identified 5.35% misclassification rate impacting 35,594 annual cases, and developed targeted solutions including specialized training modules and reporter engagement processes to achieve 75% reduction in builder errors by Q3 2023.
- Led Kaizen quality improvement initiative at AWS Trust & Safety, analyzing 56,738 cases with 6.75% defect rate. I identified 4 key problem areas and developed 9 high-impact solutions across People, Process, Training and Knowledge pillars. Implemented structured plan targeting 15% defect reduction (Q4 2024) and 20% (Q1 2025), significantly improving customer experience for industry abuse reporters through data-driven quality enhancements.
- Led a cross-functional Kaizen event addressing high contacts/touches ratio in AWS Trust & Safety queues, where SES LI queue averaged 3.02 contacts per case (24,440 cases with 73,815 contacts) and Abuse T2 queue showed 5.40 touches for 11% of cases versus 2.03 average. Using root cause analysis techniques, identified systemic issues across process, people, product, and policy dimensions. Developed and implemented 24 targeted solutions including automation enhancements, SOP clarifications, and training improvements. Set measurable goals to reduce touches by 50% in Abuse T2 queue and lower SES LI contacts ratio from 3.02 to 2.71, projecting approximately 1 FTE savings while improving customer experience through reduced resolution times and enhanced cross-team collaboration.
- Reduced operational risks while organizing data to forecast performance trends.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Liaoning with legal teams and various government agencies.
Trust & Safety Abuse Manager
Amazon Web Services
01.2019 - 11.2022
- Led and developed a 14-member team, establishing clear career progression paths and implementing comprehensive performance management and appraisal systems
- Spearheaded a Regional SME Development Program for Trust & Safety, creating a specialized talent pool that reduced detection and escalation time by 67%
- Employee Wellbeing Initiative: Designed and implemented a "no visual vetting" policy for child sexual exploitation content, significantly improving employee wellbeing metrics and team sentiment
- Developed specialized knowledge in identifying and mitigating various abuse vectors including denial of service attacks, intrusion attempts, malware, phishing, port scanning, email spam, and prohibited content hosting
- Established organizational goals through comprehensive analysis of business, financial, service, and operational data; identified emerging trends, evaluated options, defined clear objectives, and measured outcomes
Trust & Safety Specialist (Anti-Abuse Analyst)
Amazon Web Services
03.2018 - 12.2019
- Develops models for identifying incident-type activity, of malware or bad actors, using statistical analysis.
- Explores patterns in network and system activity through logs correlation and other tools.
- Develop and maintain relationships with a wide range of internal stakeholders and external partners, officials and peers
- Proactively research relevant threats, provide intelligence briefings to stakeholders and produce reports and intelligence products
- Support prototyping and continuous development/integration of tools to store, exchange, and analyze threat and incident data
Financial Admin (CC Fraud Analyst)
Dell technologies (India) Pvt Ltd
08.2016 - 03.2018
- Identified and mitigated abuse patterns through advanced data analysis, successfully preventing fraudulent credit card charges and protecting company revenue
- Led an email scoring project that reduced average handling time by 4 minutes per case (20% improvement on 20-minute cases), significantly enhancing operational efficiency
- Conducted comprehensive metric analysis and delivered actionable reports to the FRAUD-SQUAD team, enabling proactive identification of emerging fraud trends
- Collaborated with OPS-Analytics team to develop performance visualization tools, resulting in measurable improvements to individual agent metrics
- Performed quality assurance for team members in training phase and delivered detailed weekly performance reports to leadership
- Applied pattern recognition techniques to identify evolving credit card fraud methodologies
- Maintained unwavering customer focus while investigating potentially fraudulent activities, balancing security needs with positive customer experience
Education
MBA - Finance
University of Pune
Pune, India01.2012
Bachelors of Engineering - Computer Science
University of Pune
Pune, India01.2009
Skills
- Skilled in leveraging data analytics to drive problem-solving
- Senior management briefings
- Knowledge of relevant laws and concepts and procedures in identifying abusive and fraudulent activity
- Proficient in coaching and mentoring others
- Standard operating procedures
- KPI development and tracking
- Stakeholder management
- Process optimization
- Risk mitigation strategies
Certification
• AWS Partner: Accreditation (Business)
• AWS Partner: Accreditation (Technical)
• AWS Certified MGHD (Make great hiring decisions)
• Optimally skilled Leadership program
Timeline
Ops Manager, Content, AWS Trust and Safety
Amazon Web Services
11.2020 - Current
Trust & Safety Abuse Manager
Amazon Web Services
01.2019 - 11.2022
Trust & Safety Specialist (Anti-Abuse Analyst)
Amazon Web Services
03.2018 - 12.2019
Financial Admin (CC Fraud Analyst)
Dell technologies (India) Pvt Ltd
08.2016 - 03.2018
MBA - Finance
University of Pune
Bachelors of Engineering - Computer Science
University of Pune