Aaron Agosto

Transportation Specialist – Disruption Management

Amazon Relay Operations Center – Tempe, AZ

June 2020 – Present

DEA and Disruption Management Team (Current, ~2 years)

• Currently perform deep-dive analyses as a North America (NA) Deep Dive Delivery Estimate Accuracy (DEA) Associate, investigating Vehicle Run Identifications (VRIDs) >500 units with DEA misses from two days prior (D-2) or one day prior (D-1) to determine root causes of accuracy failures.
• Document findings in the Watson system (Amazon’s internal issue-tracking platform), providing actionable insights to improve carrier performance and delivery estimate reliability across a team of 15 associates (or as headcount dictates).
• Leverage Excel and SQL to extract and interpret data, escalating systemic issues to cross-functional teams for resolution in a high-pressure environment.

Outbound Support Team (~1 year)

• Managed ~150 cases daily, performing deep-dive analyses into Administrative and Customer-Facing disruptions to support outbound logistics.
• Triaged and transferred cases to specialized queues (e.g., Warehouse Transfers, Prilo, DDU), streamlining resolution by coordinating with relevant teams.
• Trained 5–10 new hires on case management and queue processes, boosting team accuracy and efficiency.

Inbound Team (1.5 years)

• Resolved 80–110 carrier-related disruption cases daily, achieving a 90% first-contact resolution rate for missed pickups and inbound late trucks by proactively contacting carriers.
• Handled freight refusal resolutions, misships, and proof-of-delivery (POD) documentation for truckload (TL) and less-than-truckload (LTL) shipments.
• Analyzed data to troubleshoot delays, escalating unresolved cases to maintain warehouse schedules.
• Trained incoming team members on case protocols, enhancing onboarding and standardization.
• Audited team outputs to refine workflows, improving customer-facing order fulfillment.

Key Contributions Across Roles

• Assumed supervisory duties, training and auditing team members to elevate performance across multiple teams.
• Presented weekly disruption analyses management
• Thrived in high-pressure settings, balancing case resolution, training, and audits with adaptability.

• Coordinated import/export shipments to maintain schedule
• Supervised complex operations and overcame friction points
• Extensive experience working with modular containers
• Performed clerical and administrative duties as Platoon Sergeant for 15 plus personnel
• Maintained 100% accountability for over ten thousand pieces of equipment with many averaging between 500,000 to 1.5 million dollars, all during overseas deployments and domestic operations
• Updated Data Management systems with carrier updates
• Constantly updated Automated Information Systems (AIS) that are utilized through out Defense Travel Systems to account, track, and interface movement data with load planning programs