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Customer Service Manager

Location:
Arlington, OH, 45814
Posted:
August 01, 2014

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Resume:

Tracy Branan

***** **** ********** ***** *********, OH 45814

419-***-****

ace7l9@r.postjobfree.com

Current Pursuits

Read for LIFE (Literacy Is For Everyone), 6/12 - present

Volunteer Tutor

. Provide one-on-one tutoring to adult students in the areas of reading,

reading comprehension, writing, mathematics, financial literacy, social

studies and ESL

. Partner with students to reach individual goals that range from GED

completion to improved literacy for professional advancement

opportunities

. Utilize a variety of educational techniques and resources to maximize

effectiveness based on each student's learning preferences and skill

level

Asset Protection Associates 2/13 - present

Independent Consultant

. Provide subject matter expertise in the areas of operations, risk

management and safety to a broad range of clients in the retail,

leisure and food service industries

. Write and edit content for awareness programs, policies and procedures

and training content for numerous clients, reaching as many as 10,000

employees

. Conduct audits, franchise compliance reviews, and fraud investigations

Education

University of Findlay - Findlay, Ohio MBA Organizational

Leadership

Bowling Green State University - Bowling Green, Ohio Bachelor of

Science in Education

Ohio State University - Columbus, Ohio Associate of Arts

Speaking Engagements

Guest Lecturer - Entrepreneurship, University of Findlay 2013

Guest Lecturer - Principles of Marketing, Bluffton University 2012

Panel Discussion Member - Entrepreneurship Colloquialism Bluffton

University 2012

Guest Lecturer - Retail Management, Terra Community College 2011

Professional Associations, Memberships, Certifications and Interests

Bluffton, Ohio Chamber of Commerce - member ISSA Certified Personal

Trainer

Project Management Institute (PMI) - member Retail Industry Leaders

Association - participant

National Retail Federation - member Retail Council of Canada -

member

Bluffton Center for Entrepreneurs - member OSHA General Industry

Department of Labor Certified (40 hours)

Wicklander - Zulawski and Associates Advanced Interviewing Techniques -

certified

Central Ohio Greyhound Rescue - volunteer, fundraiser, rescuer

Previous Professional Experience

Photo Finish Gifts, LTD 1/10 - 8/2013

President

. Own and manage all aspects of a personalized gift business, including

concept creation, marketing, customer service, sales, purchasing,

accounting and human resources

. Operated as many as 13 seasonal locations in 3 states with 130 employees

. Transitioned entire operation to an online format in 2012

Axcess Financial 7/08 - 7/10 (consultant 11/07 - 7/08)

Director Risk Services

. Directed the Internal Audit, Loss Prevention and Security functions of a

retail financial services organization with 1,000 US and 150 UK store

front locations, as well as a full service online business operation

. Write and edit content for awareness programs, internal audit reports

and LMS training content

. Responsible for the training of over 3,500 associates, at all levels of

the organization, on the topics of security, compliance and fraud

awareness

Protitviti Independent Risk Consulting, Inc. 10/06 - 7/08

Senior Manager

. Responsible for the developing and managing execution of global loss

prevention and shortage control strategies for multiple clients of the

retail, financial services and food service industries

. Developed marketing materials to showcase consultative services and

products and provided presentations both internal and external to build

awareness and clientele

. Create policy and procedure documents, awareness and training materials

and executive reporting for clients, catering to their company culture

and values

. Recruited, trained and supervised a team of managers and consultants

Sears Holdings Corporation 11/03 - 10/06

Divisional Manager, Loss Prevention

04/05 - 10/06

. Responsible for leading the development and

implementation of customized loss prevention

strategies and initiatives supporting four retail

business formats with over 1,000 retail units

nationwide and sales volume in excess of $3B

. Responsible for the field loss prevention organization assigned to

support off-mall, retail businesses, leading a team of thirteen (13)

multi-unit loss prevention professionals

Territory Manager, Loss Prevention

11/03 -04/05

. Managed execution of the Loss Prevention strategy for 120 locations

across 2 business formats representing $500 million annual sales

volume.

. Selected, trained and managed a team of Area Loss Prevention Managers

in the execution of shortage control initiatives and shrink reduction.

Achieved 38% shrink reduction in 2004.

Things Remembered, Inc. 6/97 - 11/03

Regional Manager, Sales and Operations

2/01 - 11/03

. Managed the sales, profit and operational performance for nineteen

retail stores

. Conducted selling, merchandising and loss prevention training for

store management and associates

. Selected as the field management representative to the Kiosk Business

team which developed a new operating model for kiosk shops, creating a

new concept stores called Things Engraved. Managed the Things Engraved

concept stores and served as the leader for the Regional Kiosk

Champion program company-wide.

National Recruiting Manager 9/99 -

2/01

. Managed the candidate sourcing, interviewing, assessment and retention

process of 278 locations in fifteen states

. Designed and facilitate training seminars on effective recruiting and

interviewing skills for all levels of field management

. Developed recruiting programs and materials for 823 stores, including:

holiday staffing plans, regional recruiting specialist program,

college recruiting program, and employee referral programs

Store Manager 6/97 -

9/99

References

Denise Durenberger Will Powell

Jennifer Thomason

Assistant Professor of Business/ Chief Operating Officer

Co-Founder

Director Center for Entrepreneurship Sears Hometown and Outlet

Revolution of Eve

Bluffton University 847-***-****

512-***-****

419-***-**** ace7l9@r.postjobfree.com

ace7l9@r.postjobfree.com

ace7l9@r.postjobfree.com



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