Shalini Shashi Kumar R

Snowball Multi-Contact Routing
• AI Automation
◦ Programme Ownership
• Designated POC for VP-level Snowball mechanism across all RPSA seller-facing queues; collaborated with
WFM, CRE, TASA & Product teams to achieve 100% automated routing by Nov 2025, saving 10, 500
production hours annually.
• Resolved Photon/Quattro incompatibility post-HERD migration by introducing a UoW evaluation question
and co-developing an API solution with Product team.
• Expanded Snowball to SERSC teams, automating 70% of volumes by Dec 2024 and NA Medical Devices
routing by Mar 2025.

People Management
• AI Implementation
◦ Defect Reduction
◦ Legal-Ops Partnership
• Led CRAFT AI (LLM-based blurb generation) UAT — analysed 450 AI outputs, facilitated fine-tuning with
Product & Policy teams, improving blurb accuracy from 89% → 95% and positioning full deployment to
reduce seller communication escalations.
• Owned defect reduction programme: conducted root-cause analysis of 752 defects, implemented Paragon
Swiftcoms automation (−22 sec/case, −30% comms defects), overhauled performance management
covering 112 investigators; achieved 32% overall defect reduction.
• Spearheaded Legal-Ops partnership: resolved 900+ invalid legal cases, organised India Legal Bootcamp
(34 issues, 15 quick fixes), reduced legal-to-appeal rate from 0.58% → 0.35%, expanded SME capacity 35 →
104 associates.
• Managed 20-43 L3 associates + 1 L4 PM; connections score 4.2/5; promoted 2 L3s to L4 IC, 2 ICs to Team
Lead, 2 L4 TLs to Manager; successfully resolved 4 coaching plans and 2 URA exits.
• Drove Photon platform migration: 17 training batches, 100% WW SA investigator transition; AHT reduced
13%, investigator satisfaction 77% → 92%, 23 tool improvements shipped.

• Managed 26 associates; Connections 4.1 (Engagement) / 4.2 (Manager); resolved 5 coaching plans and 1
PIP.
• Led SEP Process Migration — reduced SLA from 10 BD to 24 hrs; introduced QMS with 2 SME layers; cross
trained team on PL, RO, CN stores.
• Investigated 39% RPL queue spike; onboarded QMS, partnered with LINK/PRISM teams; reduced legal
escalations 44%, RPSA-to-legal outflow from 2.6% → 1.01%.

• Kryptonite Project: analysed 67K monthly appeals, delivered 30 blurb + 10 Seller Help Page
recommendations; first-time reinstatement 64.43% → 73.67%, reopen rate −94.71%; expanded to UK, IN,
DE stores.
• Cleared Medical NEI backlog from 21, 000 → 143 ASINs in 2 months; revised 22 rationales, cut NEI inflow
36%, AHT 8 → 6 min.
• Implemented QMS web tool across all Restricted Products streams: incorrect query rate 35% → 10%, saved
300 hrs/month; rolled out globally by Q3 2021.
• Created Internal Process Dissemination framework (RACI-based): reduced info cycle 2 BD → 1 BD,
invalid/duplicate cases −22%, zero quality errors post-implementation.

• Conducted credit reviews assessing borrower creditworthiness; addressed audit assertions for loans,
advances, and impairments.
• Part of UK team: automated client financial statements using KPMG
proprietary KT software; led multiple projects, delivered feedback loop with UK stakeholders.