Demitre Penn

Worked under Area Manager to oversee day-to-day site operations and uphold Amazon’s customer-obsessed standards.

• Led daily operations, delegating tasks and resources to ensure efficient workflow, on-time delivery, and site readiness.
• Managed Problem Solve workflow, including PSP packages, reverse stow issues, and coached associates on proper stowage, accuracy, and safe package handling.
• Conducted regular performance evaluations for associates and ambassadors; provided targeted training, upskilling, and mentorship to close skill gaps and elevate team capability.
• Resolved customer issues with timely, thoughtful solutions to protect customer satisfaction and brand trust.
• Maintained a clean, organized, and safe site environment; completed audits and upheld all Amazon safety and operational standards.
• Monitored team performance, reinforced best practices, and kept the site customer-focused and results-driven.
• Mediated and resolved employee conflicts to maintain a positive, productive work environment.
• Partnered closely with the Area Manager to coach team members, address performance issues, and align operations with business goals.
• Oversaw inventory and product flow; implemented and maintained inventory control procedures to prevent shrink and ensure accurate stock levels.
• Collaborated with CXO Site Leads across the district to share best practices, support network development, and strengthen brand consistency.
• Supported and led operations across multiple CXO sites, including assisting other CXO Locker locations.
• Worked with District and Area Managers to successfully launch new CXO sites, ensuring operational readiness and smooth ramp-up.
• Delegated daily tasks and responsibilities.
• Handled technical/site escalations by creating and managing RIVER tickets to resolve site-level system, equipment, and software issues promptly.

• Ensured timely follow-up on open tickets and met or exceeded SLA requirements to maintain high-quality service.
• Provided customer support for automotive systems including OnStar, Apple CarPlay, Android Auto, Bluetooth connectivity, navigation systems, and in-vehicle infotainment platforms.
• Troubleshot connected-vehicle issues such as Wi-Fi hotspot failures, remote start/connectivity errors, app pairing problems, GPS inaccuracies, voice command issues, and CarPlay integration.
• Guided customers through OnStar service activation, subscription updates, emergency support routing, vehicle location services, and remote diagnostics.
• Resolved Apple CarPlay issues by walking customers through device compatibility checks, software updates, USB/Bluetooth connection resets, and infotainment system resets.
• Created, managed, and resolved service tickets in CRM systems (e.g., Salesforce, Zendesk, ServiceNow) ensuring accurate documentation of technical concerns and claim activities.
• Responded to automotive customer inquiries regarding repairs, warranty coverage, vehicle diagnostics, and claim processes through phone, email, and chat.
• Processed automotive claims, gathered documentation, verified coverage, and escalated complex cases to senior technical teams.
• Interpreted diagnostic codes, service bulletins, and repair orders to guide customers and service centers in determining next steps.
• Collaborated with dealerships, OnStar support teams, warranty administrators, tow providers, and repair facilities to resolve technical or claim-related issues.
• Provided clear explanations of vehicle technology, mechanical issues, warranty exclusions, and repair procedures to customers of all technical levels.
• Used remote tools to assist customers with connected-vehicle apps, account resets, network issues, and telematics configuration.
• Proficiently use Microsoft applications ex. Teams, Excel

• Picked and prepared customer orders for timely pickup, ensuring accuracy and efficiency.
• Boosted order accuracy by implementing stringent quality checks before dispatch.
• Provided exceptional service, ensuring customer inquiries were resolved promptly.
• Eagerly assisted customers with order placements, ensuring a smooth shopping experience.

• Efficiently process customer returns, trade-ins, and delivery pickups, ensuring timely resolution.
• Organize and audit packages, removing overdue items to maintain order and compliance.
• Handle customer inquiries and concerns, redirecting complex issues to Amazon Customer Service and or Site Lead if applicable.
• Follow Amazon guidelines to maintain high standards in package processing and customer service.
• Follow Shift Checklists and any duties assigned by Leadership

• Monitored safety of guests in and around swimming pool.
• Attentively monitored swimmers to identify distress.
• Maximized customer satisfaction by greeting pool patrons with courtesy and resolving issues promptly.
• Provided friendly customer service to guests and addressed concerns.
• Upheld hygiene standards in pool and surrounding area.
• Monitored pools and surrounding areas for adherence to safety protocols.