DEVON BORNSTEIN

• Manages daily E-commerce operations by fixing order mistakes, system outages, and delivery delays.
• Handles upset customers by taking difficult calls regarding accounts, coupons, and delivery issues.
• Spots and tracks technical trends, then reports to managers and escalate IT help tickets on Slack.
• Assist front line partners and solve complex issues and making outbound calls to update customers on fixes.
• Tracks team attendance and schedules, ensuring everyone is on time and reporting updates to the supervisor.
• Coach and motivate partners on how to solve problems using SOP and Company guidelines.
• Keeping track of Contact Center service levels by using AWS to track call volume and partners breaks and NPT Percentages.
• Conflict De-escalation, ability to defuse tense customer situations and resolve complex, high-stakes complaints calmly.
• Active Listening, Skilled at understanding core customer frustrations to deliver fast, empathetic, and effective solutions.
• Provides partners with the specific tools, guidelines, and confidence needed to handle complex inquiries independently.
• Coached front-line partners on using company tools to resolve complex issues, ensuring the best customer outcomes while following company guidelines.

• Handle a large volume of inbound and outbound calls in a timely manner.
• Follow communication guideline's and use knowledge of the company's products and services, identify customer needs, research issues, resolve complaints, deescalate upset calls and provide solutions.
• Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation team specialist, provide feedback on our internal system to supervisor to improve efficiency.
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled correctly, meet daily targets for my team and I, and achieve all objectives for service, productivity, and quality.
• Create and maintain record of daily calls and resolutions, using Salesforce. Provide technical assistance and troubleshoot customer problems, provide navigation and troubleshooting help with accounts and orders for HEB services, collaborate with online accounts team's specialist, supervisors to ensure a smooth customer experience.
• Strong conflict resolution skills when handling a customer call ensuring de-escalation of issue to providing excellent customer service and ensuring customer satisfaction and provide proper resolutions.
• Ask probing questions to ensure the issue can be handled properly. Cancel, modify current and closed customer orders including billing questions, complaints such as feedback for store and delivery drivers.
• Assists new team members with training, have helped with systems of HEB and Contact center protocols to new employees during training.
• Aids in training new employees with contact center by showing proper procedure with HEB systems making sure to meet company needs as well as satisfaction.

• Inspected finished product for quality assurance, ensuring that all standards were met before packaging, Regularly reviewed operational instructions provided by management and implemented changes accordingly.
• Ensured accuracy of orders while packing them according to customer specifications, Maintained a clean and safe work environment by adhering to all safety regulations and guidelines.
• Organized raw materials for efficient use during production runs,Adapted quickly to changing priorities in order to meet tight deadlines without compromising quality standards.
• Utilized excellent communication skills when interacting with co-workers, supervisors, vendors, Performed regular maintenance checks on production line machinery, ensuring optimal performance levels.

• Duties include properly loading and unloading inbound and outbound trucks. Certified in using electric and Manual pallet jacks to organize the dock space. Proficient in the use of Fuse and FPOS systems, as well as packaging shipments to reduce damage claims and excellent customer service skills and live the purple promise daily.
• I take great pride in a job well done and I challenge myself to hone skills to become a stronger team member. I have great organizing skills and I use them daily when it comes to managing our daily inventory report, I enjoy working for this great company of ours and I am taking steps to promote within our company.