SHARMISTHA CHOUDHURY
Sr. Associate, Trust & Safety, Prime Video
Bangalore
Summary
Results-driven Trust & Safety professional with extensive experience in content moderation, compliance, and operations. Adept at ensuring adherence to content guidelines, analyzing data for process improvement, and optimizing Standard Operating Procedures (SOPs). Proven ability to enhance user experience and mentor teams to maintain high-quality standards. Passionate about problem-solving, process efficiency, and team leadership.
Experienced Senior Associate driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Senior Associate, Trust & Safety
Amazon Development Center
11.2024 - Current
- Manage day-to-day Prime Video Compliance Trust & Safety operations, ensuring adherence to content guidelines
- Conduct content moderation, classification, and data labeling activities to maintain platform integrity
- Analyze and leverage data insights to improve user experience and operational efficiencies
- Played a key role in re-building the SOP, enhancing clarity in process expectations and reducing errors
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Volunteered to help with special projects of varying degrees of complexity.
Seller Support Associate
Amazon Development Center
07.2020 - 11.2024
- Provided end-to-end resolution for seller issues across multiple marketplaces, ensuring high customer satisfaction
- Maintained top performance in a fast-paced environment by balancing multitasking with attention to detail
- Was a part of the pilot batch working on automation of the issue summary widget of paragon in seller support workflows
- Conducted training sessions to improve Essential Skills Development (ESD) for associates along with mentoring individuals from other teams
- Acted as a Point of Contact (POC) for NVA, helping reduce defect rates in ticket resolutions
- Recognized with Spot Awards for outstanding performance in RO% and Recognition and Reward (RNR)
- Improved case handling time by effectively prioritizing tasks and utilizing available resources.
- Managed high volume of daily cases, ensuring timely resolution for optimal seller experience.
- Utilized data-driven insights to identify trends in seller issues, informing process improvements within the team.
- Provided sellers with accurate information concerning platform policies for sales, database issues, and listing inaccuracies.
Immigration Executive
Fragomen Immigration Services India Pvt. Ltd.
04.2011 - 04.2012
- Coordinated with consulates and government agencies for immigration applications
- Ensured compliance with immigration laws and regulations before filing visa applications
- Handled client-facing responsibilities under tight deadlines, maintaining high service quality
- Contributed to the Quality Audit team for process enhancements
- Served as a trusted liaison between clients and government officials, expediting case resolutions where possible.
- Provided exceptional customer service to clients throughout the immigration process, addressing concerns promptly and professionally.
- Conducted thorough research on complex immigration cases to develop tailored strategies for successful outcomes.
- Conducted regular audits of case files to ensure compliance with all relevant laws and regulations.
English Lecturer
Garden City College
08.2010 - 12.2010
- Taught English to graduate-level students across multiple disciplines
- Assisted in organizing cultural activities to foster student engagement
- Evaluated student performance through regular assessments, providing constructive feedback to support improvement.
Education
M.A. - English
Banaras Hindu University
06.2006 - 08.2008
Skills
Content Moderation & Compliance
Certification
ISO 9001:2008 Internal Auditor Training
Timeline
Senior Associate, Trust & Safety
Amazon Development Center
11.2024 - Current
Seller Support Associate
Amazon Development Center
07.2020 - 11.2024
Immigration Executive
Fragomen Immigration Services India Pvt. Ltd.
04.2011 - 04.2012
English Lecturer
Garden City College
08.2010 - 12.2010
M.A. - English
Banaras Hindu University
06.2006 - 08.2008
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