RITIKA GOUD
Irving
Summary
Operations and quality professional with 3+ years of experience at Amazon Development Center, India, supporting North American transportation execution within the Relay Operations Center. Experienced in disruption management, spot capacity sourcing, carrier coordination, quality auditing, root cause analysis, stakeholder communication, and process improvement in a fast-paced supply chain environment. Proven ability to resolve transportation exceptions, improve SOP compliance, analyze trends, and support data-driven operational decisions.
Overview
3
3
years of professional experience
Work History
Quality Analyst, Relay Operations Center (ROC)
Amazon Development Center, India
India
02.2024 - 03.2025
- Conducted quality audits for associates across Disruption Management, Spot Capacity Sourcing, LTL, and Equipment workflows to ensure adherence to SOPs and internal quality standards.
- Performed call and transactional audits to evaluate process accuracy, compliance, and communication quality.
- Analyzed defect trends and process gaps, identified root causes, and recommended corrective actions to improve team performance.
- Generated audit reports, scorecards, and trend summaries to support leadership reviews and data-driven decisions.
- Partnered with operations teams to strengthen quality frameworks and improve consistency in agent evaluations.
- Provided coaching and actionable feedback to associates to improve SOP adherence, quality performance, and operational accuracy.
- Investigated fraud-related incidents, performed root cause analysis, and recommended preventive controls.
Transportation Specialist, Relay Operations Center (ROC)
Amazon Development Center, India
India
11.2021 - 02.2024
- Supported North American transportation operations by resolving shipment exceptions and coordinating with carriers, drivers, vendors, shippers, and Amazon sites in a high-volume ROC environment.
- Managed real-time disruptions involving in-transit loads, facility delays, missed appointments, and equipment issues to protect on-time movement and business continuity.
- Worked across Disruption Management and Spot Capacity Sourcing to secure driver coverage for unbooked loads and recover at-risk shipments.
- Coordinated recovery drivers for stranded or delayed trailers to minimize transit disruptions and maintain service continuity.
- Monitored trailer availability across fulfillment and sort centers and arranged trailer repositioning to support network balance.
- Maintained timely communication with internal and external stakeholders, escalated critical issues to the appropriate teams, and followed through to resolution.
- Assessed business impact using available data and made time-sensitive decisions to support customer commitments and operational goals.
- Built strong carrier relationships to improve responsiveness for critical loads and peak-day support.
Education
Bachelor of Science - Computer Science
Sreyas Institute of Engineering And Technology
Hyderabad, IndiaSkills
- Transportation Operations
- Relay Operations Center (ROC)
- Disruption Management
- Spot Capacity Sourcing
- Carrier and Driver Coordination
- In-Transit Exception Resolution
- Load Recovery
- Trailer Balancing
- Quality Audits
- SOP Compliance
- Root Cause Analysis
- Performance Coaching
- Operational Reporting
- Trend Analysis
- Stakeholder Communication
- Process Improvement
- Microsoft Excel
- Microsoft Outlook
- Microsoft Word
- Operational Dashboards
- Reporting Tools
- Data Analysis
AWARDS & ACHIEVEMENTS
Best Employee of the Month, Amazon Development Center, awarded 3 times for strong performance, ownership, and operational contribution., Supported on-time freight execution and exception recovery across Amazon's North American transportation network., Strengthened associate quality performance through audit-based feedback, reporting, and coaching.
Timeline
Quality Analyst, Relay Operations Center (ROC)
Amazon Development Center, India
02.2024 - 03.2025
Transportation Specialist, Relay Operations Center (ROC)
Amazon Development Center, India
11.2021 - 02.2024
Bachelor of Science - Computer Science
Sreyas Institute of Engineering And Technology