Gera Edward

• Serving as a Ops/Supply chain Manager, in the Disruption Management Team of Relay Operations Center (ROC), Amazon which handles middle mile network execution of North American e- commerce Supply chain.
• Oversaw demand planning, Headcount planning, logistics of a team size of ~300 HC and ensured SLAs are always met >95% as per the aligned business goals.Primary POC for the Work force management team from HYD and owner of DM workstreams/KPIs like C2C, Traditional WIMs, C2C AHT, Productive hours, ARIA compliance etc.
• Primary POC for the Employee/Engagement experience for the Org. Conducted multiple internal engagement activities for the Org like Among us,Scavenger Hunt, Dumb Charades, Speed writer etc. Led the effort of central engagement calendars and successfully executed events like Rainy Day Gear,Father's day celebrations, ROC IND Food Fete etc which boosted the job satisfaction and team morale of the org.
• Led hiring, onboarding and training of new hires to fulfill business requirements.Successfully hired ~300 HC during FY'24 to fulfill the business needs as per the projected volumes.
• Developed robust contingency plans to ensure business continuity during unforeseen disruptions.Eg: Defined the backup working models during AWS outages, Internal tool outages etc.
• Spearheaded process improvements, resulting in increased productivity and reduced operational costs with an approximate overall savings of 75 Million USD from Q3'22-YTD.
• Adhoc then cancel (ATC%)- Ideated the Adhoc then cancel (ATC) defect which occurs due to creation of non value add Loads, resulting in a net loss of $22 million USD annually. Formed the core pilot team to drive CAPA actions and initiated collaboration with other stakeholders like RS,Recovery teams who are responsible for tracking loads at risk and adding backups. Excel tool for self guided workflow has been initiated to further streamline this decision making processes. Recovery team AAs adherence to CPT thresholds was driven through weekly compliance trackers and daily shift huddles were organized to understand the pain points. ATC% was brought down by 27% from 49% (Wk34,FY’22) to 22% (Wk20,FY’23) & TONU% in the network has reduced by 28% from 48% (Wk34,FY’22) to 20% (Wk20,FY’23) Collaborated with Payments team POCs to receive the finance approval of the ATC project.Owing to the above initiatives, we have successfully saved $40.6MM from Q4'23-YTD
• Implemented the Balanced Score Card (BSC) mechanism on May 1st, '23 for a team size of ~1000 associates. This was implemented for teams NA DM Variable- (C2C,WIMs,NA DM Cases), NA AF-LTL, and NA SCS. In the current state, each marketplace, skills are unique and cannot be compared. Eg: North American team primarily handles C2C WIMs whereas EU team handles Traditional WIMs. As the current centralized score-card does not cater to the uniqueness of the work-streams, the BSC was launched which will take into account relevant parameters and compares to a benchmark based on network averages.
• Lost freight- During Q2'23-YTD, Led and supervised the Lost-Freight initiative where Lost ,misship freight which accounted for a total shipment value of $25MM has been successfully recovered. This defect occurs at the facilities/ terminals due to receiving errors at the FC owing to invoice mismatch. This proactive tracking mechanism has enabled the on-time processing of payments to the Vendors/Sellers thereby enhancing Vendor/Seller experience.

• Managed a team of ~170 associates helping them in regular 1:1s, weekly performance checks, career growth paths, areas of growth, super powers, and also personal issues affecting their performance.
• On a daily basis, managed service levels, customer sentiments, region wise load delivery % and nationwide (US) weather issues. Interviewed more than 250 AAs who are presently FTE’s in Amazon.
• Played a Pivotal role in setting up a new business called DDU program in Amazon HYD where Amazon partners with US Postal services and services ~30k Post offices across the US for last mile delivery to the customers. Despite having limited data, was able to set up the entire process / SOP for different use-cases in the DDU program. Handled all the escalations and operations by proactively tracking loads and sending out EOD reports during the initial phases. Have defined the overall DDU OTR SOP which is the single source of truth for all stakeholders pertaining to the DDU process.
• During Apr 2021, Supervised and led the IN COVID supplies initiative and ensured on time delivery for 2,052 Oxygen concentrators to India. A total of 6 loads were shipped in partnership with GELO, AIR, and Amazon Community Outreach. Received Director, VP appreciation regarding the same.

• Managed a team of ~170 associates helping them in regular 1:1s, weekly performance checks, career
  growth paths, areas of growth, super powers, and also personal issues affecting their performance.
• Worked extensively on Contingency/Incident management and led the actions on unplanned/severe events where in the sites are forced to shut down for a period of time. Eg:Inclement weather events like Hurricane,Tropical storm management, Carrier disputes, Damaged freight etc.

• Transitioned into a new role in the NA Middle mile transportation network and ramped up on the business critical NA Transportation queues like Add Truck, Late truck , Priority loads tracking etc.
• Owing to the continued success displayed in the above queues, was trained on Adhoc/Legacy dashboard tracking which involved Load negotiations with carriers across the network and successfully saved ~2MM USD during the span of 24 months. Was also trained on the,Reactive scheduling program where I've analyzed the systemic volume forecast predictions for Fulfillment centers in the US and made load adjustments as per the volume need

* Delivered outstanding customer service via phone, email, and chat across multiple markets including North America, the United Kingdom, and India.
* Maintained consistently high performance, earning recognition as the top performer for four consecutive months.
* Managed simultaneous handling of chats, calls, and emails.
* Assisted during peak sales periods for Amazon's customer service teams in India and the UK.
* Offered subject matter expertise to new hires and associates transitioning from different roles and markets.
* Assisted team leads in developing and distributing daily performance reports.