Euprates Golla

Directed a team of 14 associates in a fast-paced, Agile environment, implementing productivity-enhancing strategies that led to a 15% improvement in team output and collaboration. Orchestrated end-to-end SOP Change Management initiatives across EU and NA regions by developing standardized intake systems, roadmap planning models, and performance dashboards—resulting in a 40% decline in documentatio

Led the design and rollout of Relay Quality Monitoring (RQM) 2.0 for the EU Disruption Management team, significantly enhancing compliance and delivery metrics. Orchestrated monthly root cause analysis (RCA) sessions to identify feedback and defect trends, resulting in a 38% improvement in resolution rate MoM and a 21.33% drop in associate-related errors.

Acted as the central point of contact for over 500 escalated operational issues, consistently delivering timely resolutions that improved SLA performance by 15%. Successfully integrated 18 third-party logistics providers into Amazon’s operational ecosystem, standardizing workflows and implementing invoicing dashboards that drove cost savings exceeding €1.5M.

Handled and successfully resolved over 15,000 high-priority inbound cases during peak operational periods, effectively reducing case backlog and improving customer experience metrics. Developed and implemented robust Proof of Delivery (POD) compliance protocols, leading to a 25% increase in document traceability and the creation of an audit-compliant centralized repository.

Completed a Bachelor of Engineering degree with a focus on Civil Engineering. The curriculum covered fundamental principles and applications within the field.