Neha Shaw
@nehashaw
Senior Customer Operations Lead improving CX, account security, and risk outcomes with scalable frameworks.
IndiaWhat I'm looking for
I’m a Customer Operations Lead with 6+ years at Amazon, specializing in escalation management, account security operations, fraud prevention, CX excellence, and team training. I’ve driven measurable performance across complex queues, including CSAT improvement (+20 percentage points) and strong SLA outcomes (89% SLA compliance) on 100+ weekly high-complexity cases.
As an Account Security Operations Specialist, I investigate 100+ complex account security cases per week, from unauthorized access and identity fraud to transaction anomalies—while maintaining zero PII audit violations across 2 years. I also implemented a behavioral pattern analysis framework and partnered cross-functionally to redesign account protection protocols, cutting case re-escalation by ~20% and eliminating redundant handoffs.
In my Threat Stop Mechanism (TSM) Subject Matter Expert role, I served as escalation authority for the most complex repeat-offense cases and improved CSAT from 68% to 88% by redesigning service protocols with embedded RCA. I’ve also coached and onboarded teams virtually, building training assets formally adopted by leadership.
Experience
Work history, roles, and key accomplishments
Investigated 100+ complex account security cases weekly, maintaining 89% SLA compliance for high-complexity queues and delivering measurable repeat-incident reduction via behavioral pattern analysis. Partnered with cross-functional teams to redesign account protection protocols, cutting case re-escalations by ~20% while achieving zero compliance violations over two years handling PII and security-
Served as escalation authority for the most complex repeat-offense cases, driving 20 percentage-point CSAT improvement (68% → 88%) over 18 months through service protocol redesign and embedded root cause analysis (RCA). Identified 3 systemic process gaps via structured RCA and improved resolution efficiency through faster cross-team coordination touchpoints without quality degradation.
Designed and delivered end-to-end virtual onboarding for 13 associates across SOPs, security protocols, and customer service standards, enabling cohorts to meet quality targets by Day 30 and productivity targets by Day 60. Built onboarding assets (process guides, QA rubrics, performance trackers) that were adopted by leadership for future cycles.
Achieved 89% first-contact resolution (FCR) on complex large-appliance queries while consistently exceeding CSAT, quality, and response-time KPIs, earning SME track progression within 12 months. Reduced average handling time (AHT) by 25% through workflow improvements, with results replicated by peers.
Education
Degrees, certifications, and relevant coursework
South Calcutta Girls' College
Bachelor of Science (Honours), Economics
2016 - 2019
Completed a B.Sc. Economics (Honours) program at South Calcutta Girls' College, University of Calcutta, from 2016 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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