Customer Service Training

Pam O'Brien

Email: ********@**************.***

Address:

City: Lansing

State: MI

Zip: 48917

Country: USA

Phone: 517-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Experienced Retail Manager adept at problem solving, customer service and hiring and training hardworking, quality staff. Talented at facilitating and improving new hire training programs to increase job skills, team morale and staff retention.

Educational Background:

High School Dipolma from Eastern Michigan University, Ypsilanti MI 1/2001 to 5/1998 (Criminal Justice)

Job History / Details:

Summary

Experienced Retail Manager adept at problem solving, customer service and hiring and training hardworking, quality staff. Talented at facilitating and improving new hire training programs to increase job skills, team morale and staff retention.

Highlights

Outstanding communication skills

Conflict resolution skills

Team-oriented

Reliable

Store opening and closing procedures

Store operations

Retail inventory management

Recruiting and interviewing

Accomplishments

Developed and implemented new loss prevention methods which resulted in a 2 percentage reduction in shrinkage rates in 2010.

Winner of the Target Executive Team Leader- Assets Protection Employee of the Quarter Award, Second Quarter, 2009; Winner of District Executive Team Leader Award, April 2011

Achieved overall score of 4.8 out of 5 on training evaluations in 2011. Highly ranked and recognized for training evaluation scores in 2012.

Experience

May 2000 to Current

Target Corporation Lansing, Michigan

Executive Team Leader

Delivered excellent customer service by greeting and assisting each customer.

Trained staff to deliver outstanding customer service.

Addressed customer inquiries and resolved complaints.

Reorganized the sales floor to meet company demands. Worked closely with the fellow Executive Team Leaders, the Store Team Leader and District Team Leader to formulate and build the store brand.

Directed and supervised employees engaged in sales, inventory-control measures, daily operations and customer service.

Identified staff vacancies and recruited, interviewed and selected applicants. Provided developmental focus, conducted performance management and delivered performance evaluations. Mentored team members to succeed and advance within the department and company.

Completed weekly schedules according to payroll policies.

Trained new managers on store procedures and policies.

Planned and led training programs on staff development.

Offered specific training programs to help workers improve External Apprehensions, Non-Violent Physical Intervention and Internal Interviewing. Presented training information via role playing, simulations and team exercises.

Led training programs designed to implement performance management standards for Assets Protection. Developed and implemented training procedures for newly hired personnel.

Implemented video surveillance and closed-circuit television systems to aid in monitoring the premises.

Issued criminal trespass warnings to possible suspects and assisted police in apprehending and processing shoplifters.

Hired, trained and managed a staff of up to 5 associates in Assets Protection.

Developed procedures for the emergency response and crisis management, physical security, information protection, incident management and investigation units.

Drive shortage improvement by utilizing reporting tools to identify operational process issues and obtain compliance and commitment from store partners to correct identified issues.

Captain the store's safety program by conducting monthly meetings, recognizing employees for working safely, and ensuring regulatory compliance training is completed.

Communicated and enforced compliance with state and local laws while emphasizing company standards of professionalism and safety.

October 1995 to May 2000

Target Corporation Lansing, MI

Senior Assets Protection Specialist

Conducted investigations regarding suspected incidents of external fraud, employee theft and embezzlement. Resolved incidents of theft and partnered with Law Enforcement as appropriate.

Served as a general security presence and visible deterrent to crime. Continuously monitored security cameras and physical security best practices.

Created employee awareness programs designed to educate and reduce shortage opportunities.

Education

1998 Eastern Michigan University Ypsilanti, MI

Bachelor of Science Criminal Justice

Graduated with Honors

Additional Information

Volunteer

National Night Out-August 2007, 2008, 2009, 2010, 2011, 2012: Established partnership with Lansing Police Department and Eaton County Sheriff's Office to create an annual National Night Out event to help educate the community in crime prevention information and providing proactive guidance.

Junior Achievement-2010, 2012: Educate first grade students on basic economic principals relating to community and careers with an emphasis on the importance of an education.

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