Open to opportunities

Shruti Motewar

@shrutimotewar

Message

Trust & Safety Specialist with 11+ years driving fraud prevention and risk operations excellence.

India

Message

What I'm looking for

I’m looking for a Trust & Safety or Risk Operations role where I can prevent fraud, enforce policy consistently, and deliver measurable quality and SLA performance. I want a team that values marketplace integrity, escalation rigor, and continuous improvement.

I’m a results-driven Trust & Safety Specialist with 11+ years of experience spanning trust & safety operations, fraud investigation, content moderation, and risk-based decision making. I protect marketplace integrity by reviewing and investigating 300–400 cases per shift while maintaining a 98–99% Quality Score.

I’m deeply focused on operational excellence—consistently achieving 100% SLA, productivity, and compliance targets. In customer-facing environments, I handle high volumes with care, including 200+ customer emails per shift and managing 3+ concurrent live chats for international support.

My background also includes aviation customer service and ground operations, where I ensured compliance with safety and security procedures. I bring strong policy enforcement and escalation management, and I’m trusted for quality and accuracy—recognized as #2 Team Performer in the American Airlines process and a recipient of the SpiceJet Ancillary Service Excellence Award.

Experience

Work history, roles, and key accomplishments

Trust & Safety Associate

TaskUs – Etsy Process

Jan 2024 - Jul 2026 (2 years 6 months)

Reviewed and investigated 300–400 marketplace cases per shift involving counterfeit listings, intellectual property violations, fraud, and marketplace policy breaches. Maintained a 98–99% Quality Score while achieving 100% SLA, productivity, and compliance targets.

Trust and Safety Fraud Investigation Policy Enforcement Case Investigation Quality Assurance Apollo Escalation Support

Customer Support Associate

TaskUs – Cracker Barrel Process

Jan 2023 - Jan 2024 (1 year)

Handled 200+ customer emails per shift for international restaurant customers using the Omni platform. Managed 3+ concurrent live chats and resolved payment, refund, order, gift card, and account-related issues while meeting SLA and quality goals.

Customer Support International Customer Support Live Chat Email Support Account Support Omni

Customer Support Associate

TaskUs – American Airlines Process

Jan 2021 - Jan 2023 (2 years)

Provided customer support for reservations, ticket changes, baggage inquiries, and travel disruptions for international customers using VMware. Handled 3+ simultaneous live chat sessions and was recognized as the #2 Team Performer for service quality and operational accuracy.

Customer Support International Customer Support Live Chat Reservations Support VMWare

Customer Service & Ground Ops Associate

SpiceJet Airlines

Jan 2016 - Jan 2021 (5 years)

Managed passenger check-in, boarding, baggage handling, and flight operations while ensuring compliance with aviation safety and security procedures. Used Salesforce CRM to manage passenger information, customer requests, and operational coordination.

Flight Operations Salesforce Customer Request Coordination

Passenger Service Associate (Internship)

Aeroflot Russian Airlines

Jan 2015 - Present (11 years 6 months)

Supported international passenger operations at Indira Gandhi International Airport, performing check-in, boarding, document verification, baggage assistance, flight information, and customer support. Coordinated with airline operations, airport authorities, and security teams to ensure smooth passenger movement.

International Passenger Operations Airport Check In Document Verification Customer Support Security Coordination

Passenger Service Associate – Hajj Ops

Air India

Jan 2014 - Present (12 years 6 months)

Supported high-volume international Hajj operations, including passenger check-in, document verification, boarding coordination, baggage assistance, and special passenger support. Worked across airline, immigration, security, and ground handling teams to ensure smooth operations.

Hajj Operations Document Verification