Customer Service Training

MICHAEL WALKER

** ****** ***** . ***** **********, Rhode Island 02911

401-***-**** . Fax: 401-***-**** . ********@***.***

PROFILE

* Highly organized and motivated, take charge professional, with more

than ten years of outstanding law enforcement service. Strong problem

solving and decision making skills, with the ability to develop and

implement effective action plans. Accountable and ambitious, able to

remain focused and productive in challenging situations while offering

the highest quality of customer service and security during any type

of operation, and complying with all relevant regulations, rules,

policies, and procedures

________________________________ Areas of Effectiveness

________________________________

. Investigations . Loss Prevention

. Tactical Field Operations . Covert Operations /

Surveillance (CCTV, etc.)

. Team Leadership and Training . Critical Thinking /

Situation Analysis

* Able to consistently and effectively execute tactical field operations

while maintaining alignment with established protocols, chain-of-

command directives, and legal guidelines.

* Adept at collaborating productively with professional colleagues at

all organizational levels to execute strategic plans and enhance

operational efficiency. Reputation for being dedicated, resourceful

and willing to extend personal efforts as needed to achieve specific

goals.

PROFESSIONAL EXPERIENCE

Providence Police Department, Providence, Rhode Island 1995 to 2007

Patrolman

Conducted vehicle and foot patrols as assigned to expeditiously respond

to emergencies, deter criminal activity, and enforce city laws. Tenure

was characterized by demonstrated proficiency in the execution of law

enforcement functions in accordance with departmental protocols while

regularly patrolling city neighborhoods with notably high crime rates.

. Served as a field training officer with accountability for

instructing, overseeing, and evaluating new members of the department

while ensuring the safety and expediency of all tactical operations.

. Participated in special unit operations as needed to facilitate

ongoing investigations and support collaborations with outside law

enforcement agencies and departments.

. Responded to dispatch calls and suspicious activities and conducted

investigations of critical and incidental details related to

accidents, larcenies, illegal entries, domestic disturbances,

assaults, and homicides.

. Preserved crime scenes in accordance with specific chain-of-custody

protocols and the legally mandated requirements of crime scene

investigations.

. Detained, apprehended, and arrested suspects and interviewed witnesses

and confidential sources to secure pertinent investigative details.

. Ensured the custody and security of prisoners during transport

operations to courthouses, detention centers and correctional

facilities.

. Testified at court proceeding as subpoenaed by prosecution or legal

defense teams.

. Completed, compiled and filed all mandated documentation including

witness statements, seizure reports, property forms, and related

addenda.

. Supported security operations and provided crowd and traffic control

at fire scenes. Communicated with hospital personnel as required to

improve outcomes during accidents and medical emergencies.

ACCOMPLISHMENTS: Five Letters of Commendation and two Merit Awards

Marshalls Department Store, Cranston, Rhode Island 1991 to 1995

Lead Investigator (1992 to 1995)

Store Detective (1991 to 1992)

Promoted to lead internal investigator and challenged to reduce

occurrences of internal theft at multiple store locations of this

retailer of discounted brand-name apparel and accessories. Devised

tactical plans and executed surveillance and investigative operations at

stores in districts throughout Rhode Island, Massachusetts, Connecticut

and New Hampshire.

. Precipitated a collaborative investigation between the Providence

Police Department, the East Providence Police Department, and the

United States Secret Service after identifying suspicious behavior

associated with credit card processing transactions at the point of

sale. Initiated this investigation that culminated in the arrest of

ten suspects who were subsequently charged and convicted of credit

card fraud.

MICHAEL WALKER - Page Two

Marshalls Department Store, Cranston, Rhode Island . . . continued

Lead Investigator (1992 to 1995)

Store Detective (1991 to 1992)

. Trained new hires in tactical investigative and surveillance

techniques with an emphasis on ensuring the execution of all job

functions within the framework of established protocols and legal

mandates.

. Conducted unannounced audits of individual cash offices and register

cash drawers to identify discrepancies in cash-handling procedures.

. Obtained certifications in Wicklander and Reid interviewing and

interrogation techniques.

. Honored as "Store Detective of the Month" for overall investigative

performance and highest total number of apprehensions.

ACCOMPLISHMENTS: Earned distinction as the recipient of a corporate award

in recognition of actions taken to save the company $12,000 to $15,000 in

incurred losses from internal theft.

Jordan Marsh, Warwick, Rhode Island 1989 to 1991

Store Detective

Hired directly into a position as a store detective at a high-volume

location of this prominent department store retailer with tactical

efforts focused on conducting plain-clothes investigations on the sales

floor in partnership with in-house team members to identify and apprehend

shoplifters. Operated closed-circuit television (CCTV) systems to

covertly monitor customers and employees.

. Identified, detained and arrested suspects and conducted preliminary

interviews to garner essential/incriminating information. Completed

detailed reports and interacted collaboratively with municipal law

enforcement personnel to facilitate investigations and the subsequent

prosecution of suspects.

. Provided testimony during court proceedings.

ACCOMPLSHMENTS: Chosen by senior-level management to assume additional

and concurrent responsibilities as the store's credit card fraud

investigator. Conducted extensive research and analyzed critical data to

facilitate investigations at all levels of complexity.

Exceeded corporate-defined loss-prevention objectives by maintaining a

consistently high apprehension rate.

AWARDS AND HONORS

. Letters of Commendation (5)

. Merit Awards (2)

1999 In recognition of action taken to thwart a suicide attempt by a

despondent woman in possession of a loaded handgun. Facilitated the

egress of two young children at the scene and successfully

persuaded the woman to peacefully surrender.

1997 In recognition of action taken to apprehend a suspect charged

with felony murder in Canada who was attempting to flee the United

States.

EDUCATION

Community College of Rhode Island, Warwick, Rhode Island

Completed course studies toward an associate's degree in criminal

justice.

Graduate of the Providence Police Training Academy, Providence, Rhode

Island 1995

PROFESSIONAL DEVELOPMENT HIGHLIGHTS

- Explosives Training

- Chemical / Hazardous Material Detection Training

- Spanish for Law Enforcement

COMMITTEE MEMBERSHIPS

- Health and Safety Committee (11 years)

- Legislative and Publication Committee (11 years)

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