Customer Service Manager
Resume:
P
ragmatic, Combat Tested, Technically Proficient, Vigilant, and Successful
Leader with a reputation for meeting and exceeding even the most
challenging organizational goals and objectives. Respected for sound
decision making under pressure. A task and people oriented individual
recognized for making seemingly impossible situations work. Well-rounded
Manager that truly implements experience with education to create an
atmosphere of evolving and adapting ideas. A proven and verifiable record
for demanding the highest standards for both himself and his team.
KEY SKILLS
INTELLIGENCE COLLECTION & ANALYSIS Incident and Safety Reports
Asset Protection/ Security Management Tactical Questioning
Investigations & Evidence Collection
Emergency Response Management
Training and Outcome Assessments Teambuilding & Staff Supervision
Employee Evaluations and Professional Spreadsheets, Presentations, &
Development Analysis Reports
Threat and Risk Assessment Customer Service/ Multi-cultural
experience
Professional Experience
MARDEN'S [RETAILER] - LEWISTON, ME
LOSS PREVENTION MANAGER, 06/08 to Present
Responsible for the safety and security of all employees and customers.
Conducts orientation training, safety training, and Loss Prevention
Training for all employees. Ensures that Emergency Response Procedures are
updated and practiced. Routinely writes incident reports, cash analysis
reports, conducts accident investigations to aid the insurance company, and
creates goal specific presentations for upper management. Investigates
fraud, loss, organized retail crime, and identifies and limits all threats
directed at the company and its people. Develops and analyzes new
techniques for asset protection. Acts as a Liaison between the company,
members of the Law Enforcement Community, Emergency Services, Charity
Organizations, and other Asset Protection Specialists in the region.
Key Results:
Instituted a 360 Degree Asset Protection Plan: Reduced accidents,
identified threats, built a combined effort in Asset Protection. Updated
cash handling procedures and security operations.
Formed an Intelligence Sharing Network of Retailers, Law Enforcement, and
Banking Institutions: Resulted in suspects in a series of commercial
burglaries totaling over $100,000 to be apprehended at a Marden's location.
Resulted in the arrest of a major ORC ring at the same location.
Created the Emergency Response Team and trained the company in Emergency
Response Procedures: United all locations under FEMA guidelines and created
a solid standard for all employees and Managers. Investigates and assesses
workplace violence and active shooter response.
Analyzed Cashier overages and shortages: Identified hundreds of dollars
monthly being lost to procedural problems, paperwork mistakes, and
dishonesty. Able to take corrective action. Will save the company an
estimated $65,000 annually.
Developed new employee counseling practices and training techniques.
Trained over 1,000 employees in safety, Emergency Management, Loss
Prevention, and Leadership.
Built a company leadership training program that mirrors both the US Army
Leadership and the best business practices' ideals: Created the foundation
for a team building environment.
Mentored the store associates to raise $10,000 dollars for the MDA charity
in less than two months.
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ANDREW CROSBY
22 HIGH ST
LISBON FALLS ME, 04252
**********@*****.***
ANDREW CROSBY
22 High St. Lisbon Falls, ME 04252
*************@*****.***
Professional Experience (Continued)
U.S. ARMY 10TH MTN DIVISION [MILITARY] - FT. DRUM, NY
Infantry Squad Leader, 09/99 to 05/06
Served as a squad leader in a light infantry battalion assigned to the 10th
MTN. Division. Responsible for health, morale, welfare, and supervision of
10 to 30 soldiers. Responsible for the training in proper employment of
assigned weapons systems during offensive and defensive operations. Ensured
soldiers were ready to deploy anywhere in the World within 96hrs of
notification. Responsible for accountability, upkeep, and maintenance of
all squad's equipment valued at $175,000.00. Led from the front on all
combat operations.
Key Results:
Supervised Force Protection activities while in Afghanistan resulting in no
enemy penetrations of the perimeter in a one year deployment.
Led a team in conjunction with the CIA from the point position into the
known residence in the Ghazni Province, Afghanistan that resulted in no
injuries to friendly forces, the capture of a Top Taliban Intelligence
Leader responsible for the financing of suicide bombings, and the recovery
of documents that identified and gave the location of other anti-coalition
forces.
Led a team along with a Special Operations group on a rescue mission of
Tier 1 Operators that resulted in no U.S. casualties. Squad was
consistently hand- picked for special operations.
Coordinated an operation against enemy forces after being ambushed and cut-
off from friendly forces using Afghan military personnel and two U.S.
soldiers. Gained control of a hostile village resulting in the discovery of
the largest cache' of weapons and bomb making material to date.
Trained and operated with Afghan Military and Police overcoming cultural
and language barriers.
Supervised PSD missions, convoy security ops, recons, dismounted patrols,
village assessments, and HVT recovery in the harsh climate and extreme
terrain of the Middle East and Asia using land navigation and orienteering
techniques.
Led numerous training exercises and combat operations with no team member
casualties or loss of equipment.
Education
AMERICAN MILITARY UNIVERSITY - CHARLES TOWN, WEST VA
Bachelor of Arts in Intelligence Studies, 2010
FEMA
National Incident Management Systems' 2010
Languages
ARABIC: BASIC; TWO YEARS AND NOW TAKING ROSETTA - STONE
Spanish: Basic; Two Years and now taking Rosetta- Stone
Other Certifications
FIRST AID/ CPR ( ANTI- TERRORISM TRAINING ( PRIVATE SECTOR PREPAREDNESS (
SEEKING CPP
207-***-**** ( **********@*****.***
"SGT Crosby is totally dedicated to the Unit's goals, develops self and
soldiers, meets challenges with uncompromising integrity, and possesses
unlimited potential for positions with increased responsibility.
Demonstrates exemplary physical and mental toughness." -Captain Church, US
ARMY
"Andrew continues to represent Marden's well at all of our conferences."-
Jonathan Burbank, MEMA a Division of Homeland Security.
"The ERT program created by Mr. Crosby has brought the Marden's Company
ahead of their time with Emergency Management."- Joe Bergan, Safety Works
an OSHA Program Inspector.
"SGT Crosby builds his team, takes responsibility for his actions and those
of his subordinates, and always gives 100% to ensure completion of the
mission. Demands the best of himself and his team. He routinely makes the
Dean's List in college and has motivated his squad to all enroll in college
while serving."- SFC Hoffnagle, US ARMY RANGER.
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