Shiftain Raza

I'm an operations and support professional with over 4 years of experience resolving complex technical and operational issues end-to-end across voice, email, and digital channels I thrive in high-volume, detail-intensive environments where accuracy and sound judgment directly impact business outcomes.

At Amazon, I currently work as a Concession Abuse Prevention Associate, where I review and adjudicate concession-related cases to protect Amazon's financial integrity. My day-to-day involves identifying abuse patterns, applying policy frameworks to complex edge cases, and maintaining high decision accuracy under tight SLAs. I also contribute to process feedback loops that help refine detection logic and reduce false positives over time.

At UpGrad Education, I supported learners across one of India's largest EdTech platforms — handling queries, resolving escalations, and ensuring a smooth post-enrollment experience. This role sharpened my ability to manage high volumes of interactions while maintaining quality and empathy.

At Nixifyedge, I worked on digital growth and acquisition campaigns, analyzing funnel performance and supporting data-driven decisions around targeting and outreach — giving me exposure to analytics and performance tracking beyond traditional support roles.

What I'm looking for: I'm open to roles in customer support, technical support, trust & safety, data quality auditing, and catalog operations — particularly within SaaS, e-commerce, or tech-driven companies. I'm drawn to environments that value process rigor, cross-functional collaboration, and continuous improvement.

Outside of work, I'm genuinely interested in how technology is reshaping operations and support functions — particularly AI-driven workflows, automation, and data quality at scale.