Sunny Kumar
EX Tech Mahindra Ltd
- Role
- Short Code Operations- Compliance at TELUS Digital
- Location
- New Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Sunny Kumar
Customer Service & Fraud Operations Specialist with over 2 years of experience in international IT company, e-commerce support, office administration, and fraud detection. Currently working with Telus Digital (formerly Telus International) as a Fraud Operations Specialist for Twilio, where I analyze suspicious activities and help implement fraud prevention policies.Previously served as a Customer Support Associate at Tech Mahindra (UK process) handling international chat and email-based support, earning the Best Employee Award (April 2024) for outstanding performance. I also bring experience as an Office Administrator, managing clerical operations, accounting tasks, and team coordination.Skilled in MS Office, Advanced Excel (VLOOKUP, Pivot Table, etc.), communication, multitasking, and time management. I’m a quick learner, team player, and highly motivated to grow in dynamic and challenging environments.
Experience
Short Code Operations- Compliance
Dec 2025 — Present · Noida, IN
Compliance Monitoring: Conduct regular audits of short code messaging programs to ensure 100% adherence to CTIA, MMA, and carrier-specific guidelines-Risk Mitigation: Identify potential compliance gaps in opt-in/opt-out workflows and recommend corrective actions to prevent carrier blocks or legal penalties-SLA Management: Deliver high-quality compliance reviews within strict Service Level Agreements (SLAs), maintaining high accuracy in high-volume BPO environments-Content Auditing: Review message templates and call-to-action (CTA) text for prohibited content (SHAFT: Hate, Alcohol, Firearms, Tobacco) to ensure brand and regulatory safety.Reporting & Data Analysis: Utilize MS Excel and reporting tools to prepare daily and weekly compliance dashboards for senior management and clients-Stakeholder Liaison: Act as a subject matter expert during client teleconferences to discuss audit findings and upcoming regulatory changes in the SMS industry-Process Improvement: Collaborate with operations and training teams to update Standard Operating Procedures (SOPs) based on evolving mobile carrier requirements.
Education
Delhi University
Bachelor of Commerce - BCom
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