Keerthi M
Risk Specialist
Bengaluru
Summary
Detail-oriented Technical Specialist with a strong background in trust and safety operations at Amazon Web Services (AWS). Proven expertise in risk assessment, fraud investigation, and policy enforcement. Seeking to leverage analytical skills and AWS experience in a Risk Analyst or Technical Specialist role within a dynamic organization.
Overview
6
6
years of professional experience
19
19
years of post-secondary education
3
3
Certifications
Work History
Risk SPECIALIST - TRUST & SAFETY
Amazon Web Services (AWS)
01.2023 - Current
- Investigate and resolve high-priority escalations related to security risks, fraud, and policy violations, maintaining a 98% resolution rate.
- Collaborate with legal, security, and product teams to enhance risk mitigation strategies.
- Drive process improvements and automation, reducing investigation time by 20%.
- Mentor junior team members and conduct training sessions to improve team efficiency.
- Managed compromised accounts and MFA-related issues, ensuring a 95% resolution rate
- Trained and mentored junior team members, improving overall team efficiency
- Assisted in policy updates and workflow automation for better security compliance
TECHNICAL ASSOCIATE - ACCOUNTS & BILLING SUPPORT
Amazon Web Services (AWS)
01.2020 - 01.2021
- Provided technical support for billing, account management, and subscription-related queries
- Resolved customer escalations related to account access, reducing ticket backlog by 30%
- Developed knowledge base articles and SOPs to streamline support processes
- Collaborated with cross-functional teams to automate billing dispute resolution, cutting resolution time by 35%
Education
Bachelor of Engineering - Computer Science
The Oxford College of Engineering
04.2001 - 08.2020
Skills
Risk Assessment & Mitigation
Fraud Investigation
Incident Analysis & Reporting
Case Resolution & Documentation
Workflow Automation
Team Leadership & Mentoring
AWS Infrastructure (Familiarity)
Zendesk
Salesforce
Certification
AWS Certified Cloud Practitioner (CCP) - https://aws.amazon.com/verificationValidation number: W75M0WR29E111YKP
Accomplishments
- AWS All-Rounder Award - Recognized for exceptional performance in technical expertise, leadership, and process optimization.
- Exceeding Targets Recognition - Consistently achieved and surpassed key performance metrics in case handling and workflow efficiency.
- Team Player Award - Honored for fostering collaboration, mentoring peers, and contributing to overall team success.
- Innovation & Process Improvement Award - Led automation initiatives that improved operational efficiency by 30%.
- Outstanding Trainer Recognition - Acknowledged for mentoring and training new hires, enhancing team competency and knowledge retention.
Projects And Initiatives
- Process Optimization for AWS SES Workflow, Developed a pager system to streamline case handling, reducing response times and improving issue resolution efficiency by 30%.
- Enhanced Annotation Visibility in Columbo Tool, Led an initiative to resolve an issue where over 50 annotations were not visible before 08/31/24, ensuring data integrity and improving workflow transparency.
- Automation for AWS Case Handling, Collaborated with teams to implement automation tools that reduced manual effort, improved accuracy, and enhanced overall case processing within AWS Trust & Safety operations.
- Leadership in Process Improvements, Spearheaded multiple workflow enhancements that improved efficiency and scalability, positioning the team for better operational performance.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Risk SPECIALIST - TRUST & SAFETY
Amazon Web Services (AWS)
01.2023 - Current
TECHNICAL ASSOCIATE - ACCOUNTS & BILLING SUPPORT
Amazon Web Services (AWS)
01.2020 - 01.2021
Bachelor of Engineering - Computer Science
The Oxford College of Engineering
04.2001 - 08.2020