Santosh Sravan Maddala China

DEA Program Management & People Leadership:

• Successfully transitioned DEA deep dive work to the NA ROC team, optimizing resources and reallocating headcount for transactional audits in RSO, RGM, RS, and AFP
• Managed a 10-member QA team, ensuring weekly DEA deep dives and trend analysis reporting to ROC & Linehaul leadership
• Designed and implemented DEA audit accuracy tracking (Check the Checker), improving audit consistency and process reliability
• Created DEA flash reports and DBR insights for leadership, providing real-time visibility on peak performance trends
• Led monthly people management reviews for 10 QAs, optimizing schedules, leave management, and performance evaluations
• Conducted 26 L3 and 4 L4 interviews in 2023, playing a key role in talent acquisition and team expansion
• NA DEA Deep Dive Analysis: Conducted deep dives for 29,506 VRIDs in Q3 2022, analyzing Late Adhoc (LAP) and Linehaul DEA (LH) misses with MMPM and LH DEA teams
• In Q4, trained on a new SOP and executed 4,702 audits, enhancing reporting via the NA DEA Dashboard
• In Q1 2023, focused on 500+ package miss VRIDs, reducing ROC controllable DEA misses by 66%
• Identified suspicious carriers for further stakeholder review

RQM 2.0 Quality Framework Launch:

• Successfully launched RQM 2.0 in November 2022, improving audit processes and collaboration
• Elevated L3 associate coverage from 60% to 87% and achieved a 95% closure rate for defect feedback
• Standardized Quality KPIs: Knowledgeable Responses (KR), Prompt Service and Faster Resolution (PSFR), Professional and Courteous Response (PCR), Compliance

L3 Associate Coverage:

• Enhanced L3 coverage from 64% to 83% through strategic transactional audits, targeting 100% by Q2 2024
• Expanding functions to include FLT, RELO, and RSWHT for improved operational efficiency

START Migration & Content Management:

• Led the migration of 533 SOPs (NA-383, EU-383, WW-20) from Policy 2.0 to START, exceeding SLAs by completing transitions in 2 days instead of 7
• Established a change management intake mechanism, enabling SMEs to propose SOP modifications; facilitated 800+ SOP changes since inception
• Spearheaded quality checks (QCs) and tagging of 148 SOPs for the EU region in January, followed by 383 NA SOP migrations and QCs in February/March
• Developed a standardized SOP change management process, ensuring uniformity across NA and EU regions, enhancing operational efficiency
• Oversaw the deprecation of Policy 2.0 SOPs, successfully transitioning content to START and driving user adoption across ROC

Audit Revision 2.0:

• Introduced risk-based SOP sampling for DEA business risk mitigation in September 2023
• Increased feedback closure from 83% to 93%, reducing SW defects by 60% in EU and 59% in NA
• Expanding audits in 2024 to include CTA, ITR, incorrect transfers, and VOC analysis

Feedback Closure Dashboard:

• Developed an automated QuickSight Dashboard, replacing manual feedback tracking
• Improved feedback closure from 89% to 95% in Q4 (+600 bps)
• Reducing SLA for critical feedback from 7 to 3 days in 2024
• Escalation Metrics (SEV 1/SEV 2): Implemented a severity-based escalation matrix to prioritize and resolve feedback efficiently
• Increased feedback completion to 94% for NA, 94% for HYD-NA, 100% for HYD-EU, and 59% for EU
• Continuing the escalation framework in 2024 to improve response timelines

EU VOC Audits:

• Auditing 100% of R4D customer support and carrier cases to enhance customer experience
• Identified 80% incorrect cancellation reasons for Relay Carriers and 65% delayed responses for AFP Carriers

Repeated Defaulters Dashboard Launch:

• Introduced a defaulters tracking system to manage repeated SOP violations and SW defects
• Identified 9% associates as repeat defaulters requiring targeted refresher training
• Building Qualitrain initiative to further reduce defects

HMD Program (Customer Experience Surveys):

• Launched post-call HMD surveys via Connect to track customer satisfaction
• Improved Positive Response Rate (PRR) to 84.96% and Positive Associate VOC to 85.45%
• Continuing automation and process improvements in 2024 to enhance customer experience

Quality Audits & Performance Optimization:

• CDR audits contributed to a 45% reduction in defects (from 75% to 30%) in 2022, with a 96% reduction in biased short call defects (from 100% to 4%)
• Continued CDR audits in 2023, reducing defects from 26% to 24% (Wk 1 - Wk 38) before transitioning to a new audit framework
• Designed ROC CDR & Biased Audit flash reports, shared in NA WBR, driving behavioral improvements and compliance

WBR Reporting & Leadership Engagement:

• Designed and structured the ROC Central Strategy WBR, tracking RQM 2.0 KPIs across NA & EU, highlighting defect contributions and feedback closure rates
• Led weekly SPACE WBR reports, identifying DEA trends and improvement opportunities shared with NA DEA team
• Owned NA WBR callouts, reporting quality trends, SOP updates, and audit insights for Sr Leadership across critical programs

Process Standardization & Strategic Contributions:

• Played a key role in Quality Change Management SOP creation, defining roles, responsibilities, and approval workflows for standardized execution
• Provided inputs for ROC VOC Quality and LD Q1 QBR, influencing program performance evaluation and SOP management strategy
• Contributed to OP1 & OP2 strategy documents, defining vision, performance insights, and SOP standardization initiatives

Operations & Stakeholder Management:

• Led transportation functions including Inbound, Outbound, AM, OBWR, and SCS, demonstrating expertise in handling escalations and stakeholder management
• Managed operations for a team of 12-15 associates, streamlining processes and enhancing network performance
• Established trust with internal and external stakeholders, driving cross-functional collaborations to achieve business objectives

Process Improvement & Reporting

• Designed and implemented Sameday Adhoc & Santa Sleigh reports, reducing DEA misses from ~25/week to ~2/week, earning appreciation from AMZL & ROC directors
• Owned weekly AMZL Metric reporting, contributing to a 2% increase in LH performance and a 2.14% decrease in ROC-controllable DEA misses
• Developed a capping SIMs report that reduced cap tickets by 7%, ensuring last-minute adjustments were proactively addressed
• Created a SWA Weekly Recap, helping regional and senior managers identify FC/LH controllable misses and drive improvements

Standard Operating Procedures (SOPs) & Training:

• Authored multiple SOPs across NAM, AM, RS, and Contingency teams, including OutBoundSSD tracking, AMZL CAPS process, and mobile completed loads resolution
• Spearheaded training sessions on AMZL CAPS and SWA Outbound Process, ensuring 100% compliance and smooth onboarding for new associates
• Partnered with the NA Systems team to create and update SOPs based on feedback, enhancing team efficiency

Project Management & Automation:

• Activated WIMS for rejected loads, ensuring visibility for capacity sourcing and reducing 500 DEA misses YoY
• Led Delivery Station YMS Accuracy improvements, increasing station accuracy from 75% to 83%, optimizing network reliability
• Achieved 100% OTP performance in SWA for multiple weeks by enforcing stringent follow-ups with carriers, DS, and SC leadership
• Automated SWA Shift Wash Report, reducing report generation time from 30 minutes to ~5 minutes per shift
• Provided strategic operations insights for SWA MFN Weekly Metrics, ensuring smooth execution of new launches
• Peak Performance & Crisis Management: Led the AMZL gridlock clearance and implemented real-time corrective actions during site closures and weather-related disruptions
• Provided hourly updates on dwelling AMZL/AIR loads and attended GSOC incident reviews for proactive issue resolution
• Supported Prime Week operations, handling urgent pull-time adjustments and ensuring real-time escalation management

Leadership & Team Performance:

• Maintained an average team TPH of 11.5, ranking 2nd in HYD AM team
• Scored 4.0 in Manager Connections (Q4 2019) by setting clear goals, driving performance, and fostering strong team engagement

Achievements & Recognitions:

• Successfully transitioned DEA deep dive work to NA ROC, optimizing QA resources and enhancing audit precision
• Recognized for exceptional SOP migration efficiency, completing transitions 5 days ahead of SLA
• Improved quality defect rates by 45% through CDR audits, significantly reducing biased short call defects
• Implemented strategic WBR reporting frameworks, enhancing data visibility for Sr Leadership

• Created and published ROC Weather report and Wiki page during Peak 2018, offering an overview of affected regions in the NA region by bringing down the DEA misses from ~50+ loads to ~10 loads per week
• Developed AMZL Wiki Page detailing sortation timings for DS, Sameday Local Carriers, and POCs, aiding in efficient AMZL operations during Peak 2018 saving upto ~250+ manhours per year
• Implemented Adhocs Macro for emailing Gateways once adhocs were booked from the Adhoc Dashboard saving upto ~200+ man hours per year
• Conducted training sessions for new hires on ROC operations and organized outdoor sports activities