Prakash Sinha
@prakashsinha2
Senior trust and safety specialist scaling abuse detection, policy enforcement, and QA for enterprise messaging platforms.
IndiaWhat I'm looking for
I’m a senior Trust and Safety professional with 9 years of experience across AWS and Convergys, building and scaling abuse detection, policy enforcement, and operational programs for enterprise-grade messaging platforms across the APAC region.
At AWS, I progressed from frontline abuse review to leading cross-functional incident response, AI-assisted tooling deployments, and organisation-wide process improvements within a 60+ person review organisation. I’m especially effective at translating complex, high-risk escalations into repeatable, auditable workflows and identifying systemic root causes behind recurring incidents.
In my current role, I’ve led an end-to-end rollout of an AI-powered case summarization platform, cutting triage time by 50%, and designed automated prioritization workflows that reduced manual review time by 40%. I also spearheaded QA initiatives that lowered team error rates from 14% to 10%, built scalable account compromise detection frameworks, and run deep-dive operational post-mortems that drive actionable changes across the broader organisation—while mentoring junior reviewers and communicating clearly in an async-first remote environment.
Experience
Work history, roles, and key accomplishments
Promoted to subject matter expert within the APAC Trust & Safety messaging program, setting quality standards across a 60+ person review org and driving operational improvements. Led AI case summarization rollout to cut triage time by 50%+, deployed automated prioritization reducing manual review time by 40%, and reduced team error rates from 14% to 10% through root-cause-driven QA initiatives.
Core investigator and internal quality resource for the T&S abuse review program, improving investigation accuracy by 15% over 12 months. Revamped key SOPs to reduce process variation by 30% and co-developed AI-assisted training modules that reduced new-hire ramp-up time by 20%.
Managed high-volume abuse review queues (100–200 cases/day) across spam, phishing, and fraud while meeting APAC SLA targets. Supported SOPs for core abuse workflows and monitored deliverability metrics, escalating anomalies with documented findings to senior analysts.
Technical Support Associate
Convergys
Nov 2016 - Apr 2018 (1 year 5 months)
Delivered technical support for enterprise Windows environments across phone, email, and chat, maintaining 95% CSAT. Authored internal knowledge base articles and SOPs, improving first-call resolution rates by 15%, and built early expertise in user-facing abuse patterns to support escalation handling.
Education
Degrees, certifications, and relevant coursework
North Eastern Hill University
Bachelor of Commerce, Commerce
2011 - 2014
Earned a Bachelor of Commerce from North Eastern Hill University in Shillong, Meghalaya.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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