Manager Customer Service
Resume:
Shalyn Hill
Quakertown, PA **951
******@***.***
OVERVIEW:
Seasoned manager who met the challenges of increasing levels of responsibility with vast experience in shortage reduction and shortage control as well as providing quality and professional customer service. PROFESSIONAL EXPERIENCE:
Macy's Operations Asset Protection Manager (February 2018-Present) Promoted to Operations Asset Protection Manager role in February 2018 in Macy’s Willow Grove. Currently in charge of maintaining all Asset Protection and Operations programs in order to drive sales, maximize profit, control expenses, and achieve shortage goals in a 40 million sales volume store.
•Expense management
•Hours control
•Achieving shortage goals
•Achieving Omni fulfillment goals
•Overseeing the logistics team/process
•Staffing and scheduling of Asset Protection and Receiving teams
•Merchandise flow
•Building and Equipment maintenance
•Housekeeping and Safety Standards
•Customer Service
Macy’s Asset Protection Manager(May 2006- January 2018) Worked as an Asset Protection Manager in Macy’s Willow Grove(2yrs), Macy's Roosevelt (10yrs), and Macy's Lehigh Valley
(4mos) where was responsible for a staff ranging from 2 to 12, including an assistant manager, numerous detectives, and numerous Visual security guards. In all locations I was responsible for executing the shortage program as well as taking initiatives with my team to reduce shortage in the building.
•Hiring, retention, training, and scheduling of staff
•Managed the store’s internal theft program with consistent results
•Investigated leads through to resolution effectively
•Interviewing of dishonest employees
•Fully versed in exception reporting
•Maintained physical security and integrity of store site
•Training of Asset Protection staff to become members of the SIU task force (Special Investigations Unit)
•Assisting with external shoplifting cases
•Running the shortage program to maintain acceptable shortage rates
•Maintaining store’s audit performance to exceed company standards
•Conduct monthly shortage awareness meetings with management
•Responsible for maintenance of physical burglar alarms
•Executed an employee awareness program effectively
•Successfully reduced shortage 9 out of 10 years in Roosevelt from 4% shortage to 2.2% shortage
•Successfully increased external case productivity in Willow Grove from 20 externals cases to 150+ cases Macy’s Philadelphia Region (August 2004- May 2006) Regional Investigator for SIU (Special Investigations Unit) in which I was responsible for 6 of 14 stores in the district. I provided support for these stores with report running, internal investigations, and conducting interviews of dishonest employees.
•Overseeing the internal program in these store conducting internal investigations on dishonest associates
•Interviewing of dishonest employees
•Assisting store detectives in conducting interviews
• Training of Asset Protection staffs to become members of the SIU task force
•Assisted regional trainer in teaching company training classes Macy’s
King of Prussia, King of Prussia, PA (March 2004- August 2004) In-Store internal investigations manager/Assistant Asset Protection Supervisor and Staff Lead from March 2003-2004). As the internal manager I primarily focused on internal investigations while assisting the manager with the Asset Protection Staff. As the lead detective I performed on a supervisory level to my peers assisting with external and internal apprehensions as well as training.
•Conducting internal investigations on dishonest associates
•Interviewing of dishonest employees
•Maintaining store audit program to exceed company standard
•Execute an employee awareness program effectively
•Assisting in schedule creation for Asset Protection staff
•Assisting in managing and training of the Asset Protection staff
•Assisting in the detection and prevention of external
•Identify and investigate dishonest employees
•Assisting with interviews of dishonest employees
•Conducted audits to ensure store exceeds the company audit standard Macy’s
Lehigh Valley/Montgomeryville, Whitehall/Montgomeryville, PA (October 2001-March 2003). Traveling detective where I focused on shortage control and the apprehension of external shoplifters.
•Responsible for the detection and prevention of external theft in two stores
•Investigation by maintaining surveillance of associates to prevent internal theft.
•Completing perimeter checks and receiving dock inspections to monitor the movement of merchandise. EDUCATION Kutztown University, Kutztown, PA
Degree: Bachelor of Science, May 2001
Major: Elementary Education with a concentration in Reading Cumulative GPA: 3.38
Northampton Community College, Bethlehem, PA
Major: Early Childhood Education
Cumulative GPA: 3.21
COMPUTER
SKILLS Microsoft Word, Microsoft Excel, Windows 7, Windows 10 and Microsoft outlook. Proficient with the use of Fraud Loss Prevention Monitoring (FLPM) and Full Time Monitoring (FTM) HONORS &
ACTIVITIES
Kappa Delta Pi – National Education Honor Society
PSEA – Pennsylvania State Education Association
Kutztown University Dean’s List (2 Semesters)
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