Bushra Talat

Responsibilities

• Led daily operations for the ROC team, overseeing real-time monitoring and execution of line haul movements across Amazon’s extensive transportation network.
• Coordinated cross-functionally with Fulfillment Centers, Sort Centers, and Carrier Partners to swiftly resolve disruptions and maintain high on-time performance.
• Leveraged data analytics and key operational metrics to identify performance gaps, optimize transportation planning, and improve route efficiency.
• Spearheaded process improvement initiatives that enhanced shipment tracking accuracy and significantly reduced delays.
• Managed and mentored a high-performing team of associates by setting performance KPIs, delivering regular coaching, and fostering a culture of accountability and continuous improvement.
• Ensured strict adherence to Amazon’s standard operating procedures and safety protocols across all transportation workflows.
• Contributed to cross-functional initiatives focused on automating systems and scaling ROC operational capabilities.
• Directed shift planning, workforce management, and performance reporting in a dynamic 24/7 operations environment.
• Facilitated regular team meetings and knowledge-sharing workshops to promote collaboration and operational excellence.

Responsibilities

• Oversaw transportation execution across Amazon’s supply chain network, supporting multiple geographies to ensure timely and efficient pickup and delivery of freight within promised timelines, maintaining customer trust through on-time delivery (EDD).
• Utilized data tools and visualization dashboards to monitor truck utilization, proactively preventing unnecessary or underutilized runs and contributing to significant cost savings.
• Assumed end-to-end ownership of at-risk shipments by coordinating directly with carriers and internal stakeholders to secure transportation and mitigate potential delays.
• Maintained high standards of service by adhering to SLA and AHT targets, consistently managing cases and tasks with precision and timeliness.
• Demonstrated strong stakeholder management skills, facilitating effective communication with fulfillment centers (FC), supply chain teams, and warehouse operations.
• Played a key role in cross-functional collaboration by communicating process updates and ensuring alignment across departments.

ACHIEVEMNETS

• Achieved a 98% efficiency rate in identifying and canceling unnecessary truck runs based on RS tool recommendations, significantly reducing resource waste.
• Consistently met or exceeded individual performance goals; actively contributed to team meetings and collaborative discussions to drive continuous improvement.
• Effectively led daily handover meetings, proactively escalating key issues to the Program Management (PM) team; demonstrated flexibility by providing cross-functional support, resulting in multiple success stories.
• Delivered 100% accuracy in ad hoc validation tasks, surpassing the target benchmark of 95%.
• Maintained a perfect record with no misses on Service Level Agreements (SLA) and Daily Execution Accuracy (DEA).

Responsibilities

• Assisted in the design and implementation of Quality Assurance (QA) procedures and evaluation programs to ensure compliance with customer service standards.
• Conducted regular calibration sessions and audits; generated daily, weekly, and monthly quality performance reports to support data-driven decision-making.
• Led process improvement initiatives that aligned with operational goals and exceeded quality benchmarks.
• Delivered training and coaching for new hires, staying updated on industry trends to ensure consistent skill development and onboarding effectiveness.
• Handled escalated customer issues related to products, mobile app, and web functionality, resolving them through root cause analysis and proactive follow-ups.
• Successfully regained customer trust through strong communication and persuasive skills via calls and emails, especially from previously dissatisfied customers.
• Oversaw the call auditing team; managed data collection and reporting to monitor performance trends and drive continuous improvement.
• Took full responsibility for team KPIs, agent performance monitoring, and implementation of personalized performance improvement plans.
• Prepared and delivered structured written feedback and weekly performance summaries for team members.
• Led weekly team meetings to boost morale, assign responsibilities based on individual strengths, and provide coaching to foster learning and accountability.
• Ensured quality-focused service delivery, consistently aligning team outcomes with management expectations and service excellence standards.

Achievemnets

• Certified in ACES Stage 1 (Amazon Customer Excellence System), demonstrating proficiency in process improvement and operational excellence.
• Proficient in internal tools including CSC and Paragon for logistics and transportation operations.
• Recognized as Top Performer for three consecutive months based on key performance metrics.
• Multiple-time recipient of the Rewards & Recognition (RNR) awards for consistent excellence and contribution.
• Honored with the Customer Obsession Award (COA) for delivering exceptional customer service and demonstrating Amazon's leadership principle.
• Successfully led the team to achieve Top Team Performance status multiple times; team was also awarded the COA under quality leadership.