Shashi Kumar Manjachari

• Managed the Trust and Safety aspects for Amazon SES, SNS, and Pinpoint, ensuring secure and compliant messaging environments.

Monitored email deliverability and worked on resolving blacklisting, abuse, and phishing issues to maintain a high sender reputation.

• Collaborated with cross-functional teams to develop and implement anti-spam mechanisms, improving platform security and reducing abuse incidents by 25%.

• Led initiatives to enhance messaging security protocols, ensuring adherence to GDPR, CAN-SPAM, and TCPA regulations.

• Conducted threat analysis and mitigated risks related to unauthorized access, fraud, and malicious activity on the messaging platforms.

• Developed automated reporting and monitoring tools to flag suspicious activity, improving incident response time by 30%.

• Worked closely with legal and compliance teams to draft and enforce policies regarding acceptable use of messaging platforms.

• Provided expertise and guidance to customers on secure messaging best practices and abuse prevention strategies.

• Handled customer escalations and abuse reports, resolving issues quickly and maintaining strong customer trust and satisfaction.

· Worked as a Certified (Fulfillment by Amazon) Mentor with a training experience of 2.6 years

· Training and mentoring new hire batches closely with the trainer with auditing the cases handled by the new hire associates.

· Tracking learning curve and continuous improvement metrics at the associate and site level. Performing process audits on daily basis of the contacts worked by the new hire associates.

· Handling emails and inbound calls from the brand and 3rd party sellers with providing resolutions on various dimensions like Account performance, Settlements, disbursement and billing cycles etc.

· Technical issues resolutions on Detail page modifications with regards to Product information details, storefronts troubleshooting on the above OUs mentioned in professional summary.

· Developed and documented standards, policies, processes, and business rules through share-point for the team to improve their knowledge base.

· Proven ability on identifying defects and idea for technical and process improvement by raising tickets and has been awarded process improvement star for the month of January 2020.

· Created excels for logical calculation on one of the aspect of Fulfillment by Amazon fees calculated on listings (products) on Amazon.com/Amazon.ca/Amazon.com.mx.

· Proficiency in MS Office, with Online Excel Crash Course Certification from “Corporate Finance Institute, Vancouver”: Link: https://www.credential.net/13075933

· Ability to paraphrase large queries by the 3rd party sellers and brand owners regarding technical and account issues on https://sellercentral.amazon.com which have an critical impact on changes seen on https://www.amazon.com/ (US), https://www.amazon.ca/ (Canada), https://www.amazon.com.mz/ (Mexico) via email as well as on phone.

Have worked 24x7 shifts with staggered offs.

• Developed and implemented process improvements to ensure efficient workflow.
• Analyzed customer feedback and generated reports for management review.
• Conducted process assessments to identify areas of improvement in business operations.
• Provided guidance on process optimization initiatives to maximize efficiency.
• Created detailed documentation for each process to ensure compliance with regulations.
• Resolved issues arising from process changes in a timely manner.
• Monitored performance metrics to evaluate effectiveness of established procedures.
• Identified potential risks associated with proposed process changes and developed strategies to mitigate them.
• Developed standard operating procedures that incorporated industry best practices.

• Provided technical support to customers via telephone and email.
• Responded promptly and professionally to customer inquiries.
• Resolved customer complaints in a timely manner.
• Documented all customer interactions accurately in the database system.
• Performed troubleshooting steps to diagnose and resolve customer issues.
• Analyzed customer feedback data to identify areas of improvement in the service process.
• Identified recurring problems and proposed solutions for long-term resolution.
• Ensured compliance with applicable laws, regulations, policies, and procedures.