Work Preference
Summary
Overview
Work History
Education
Skills
Key Strengths
Timeline
Generic
Open To Work

Rajeshkanth Penamata

Hyderabad

Work Preference

Desired Job Title

Interim Manager (Acting L4)Relay Operations SpecialistSupport SpecialistTransportation ManagerTransportation Specialist

Work Type

Full Time

Location Preference

HybridOn-SiteRemote
Location: Hyderabad, TGVisakhapatnam, AP
Open to relocation: Yes

Important To Me

Work-life balanceCompany CultureHealthcare benefitsPaid time offPaid sick leaveTeam Building / Company RetreatsPersonal development programs

Summary

Operations expert with four years at Amazon ROC, advancing from L3 Associate to Interim Manager. Enhanced operational efficiency and led cross-functional teams. Trained over 500 associates and achieved peak-season delivery of 16.9 million packages with a 99.44% on-time rate. Acknowledged by senior leadership for impactful contributions and problem-solving skills.

Overview

4
4
years of professional experience

Work History

Interim Manager (Acting L4)

Amazon Remote Operations Center (ROC)
10.2025 - Current
  • Promoted to Interim Manager effective October 13, 2025, overseeing a team of 15–18 associates across DDU and Click-to-Call operations.
  • Improved team utilization by 12% (67% → 79.31%) in 9 weeks through disciplined workflow management, moving toward 83% operational target.
  • Sustained 98% average quality score across a 9-week reporting period (W49–W05), reflecting consistent accuracy and service excellence.
  • Optimized Non-Productive Time (NPT) to 9.91% — 34% better than the 15% organizational goal — through structured scheduling.
  • Increased customer satisfaction by 6 percentage points, raising Issue Resolution (IR) from 82% to 88% and Associate Voice of Customer (AVOC) from 81% to 87%.
  • Drove 72% FTC-to-FTE conversion for team members through coaching and performance development, enhancing team stability.
  • Directed DDU Smile Package holiday operations (Dec 22–24, 2025) delivering 16.9 million packages to USPS with 99.44% on-time delivery, improving miss rate from 0.729% to 0.446%.

Relay Operations Specialist

Amazon Relay Operations Center (ROC)
India
01.2022 - Current
  • Trained 500+ associates and managed peak-season delivery of 16.9 million packages, achieving 99.44% on-time rate and receiving recognition from L5 and L6 leadership for contributions.
  • Demonstrated operational excellence and cross-functional leadership, developed teams and drove data-informed decisions that enhanced performance across DDU, SWA, Global Mile, Amazon Grocery, and Pharmacy.
  • Advanced from L3 associate to interim manager at Amazon ROC, utilized 4 years of operations experience to support team development and implement process improvements.
  • Acted as primary Subject Matter Expert (SME) and DDU Point of Contact, training over 100 agents on DDU cases, T.WIMS, and Click-to-Call (C2C) workflows.
  • Designed and delivered training programs for 500+ associates across NA Delivery Management, covering SOPs, escalation protocols, and operational best practices.
  • Migrated the complete DDU SOP from Start Portal to Amazon Policy 2.0 in collaboration with the CMI team; received leadership recognition for quality delivery.
  • Spearheaded cross-functional SOP workflow diagrams with Program Management team using Design Inspector tool, streamlined new hire ramp-up time and earned recognition from L5 and L6 leadership.
  • Created leadership flowcharts for NBI, C2C, and WIMS decision-making streams, facilitated clearer communication and enabled faster executive decisions.
  • Developed DDU Flash Report — a daily shift summary framework — providing operational highlights and resource metrics to leadership for data-driven decision-making.
  • Overhauled Critical Entry Time (CET) Report, removing redundant data sites to enhance processing time and data accuracy for decision-making.
  • Onboarded 10 new hires as Training Ambassador (TA), coordinated SME assignments and tracked progress for effective integration.
  • Advised L4 managers in the ASEC team on SOPs and real-time operational processes.
  • Coordinated communication among SWA, Grocery, Pharmacy, Global Mile, and DDU verticals to resolve issues promptly and enhance shift-level coordination.
  • Supported operations across C2C, Cases, T. WIMS, Recovery, and cross-functional lobbies including Amazon Grocery, Pharmacy, SWA, Global Mile, and DDU, improving overall operational flow.
  • Earned RNR (Recognition & Rewards) awards at Q1 and Q2 Town Halls and weekly RNR awards for operational excellence, reflecting commitment to high performance.

Education

GED -

Raghu Engineering College
Visakhapatnam
08-2021

Skills

  • Stakeholder management
  • Process optimization
  • Operational excellence
  • Change management
  • Data-driven decision making
  • Vendor and carrier management
  • Cross-functional collaboration
  • Performance coaching
  • People leadership
  • Training and development
  • Time management
  • Process efficiency
  • Effective communication
  • Adaptability
  • Team leadership

Key Strengths

  • 99.44% on-time delivery rate for 16.9M packages.
  • sustained 98% team quality score over 9 weeks
  • CET report overhaul eliminating redundant data
  • SOP migration to Policy 2.0
  • NPT maintained 34% better than goal
  • Managed 15–18 associates as Interim Manager
  • Achieved 72% FTC-to-FTE conversion
  • Trained 500+ associates across NA DM
  • Onboarded 10 new hires as TA
  • Cross-functional collaboration with PM, CMI, WFM, and ASEC teams
  • Supported 5+ business verticals simultaneously

Timeline

Interim Manager (Acting L4)

Amazon Remote Operations Center (ROC)
10.2025 - Current

Relay Operations Specialist

Amazon Relay Operations Center (ROC)
01.2022 - Current

GED -

Raghu Engineering College

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Rajeshkanth Penamata