Customer Service Manager
Resume:
Tracy Branan
***** **** ********** ***** *********, OH 45814
********@*******.***
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-***-****
419-***-**** *******.******@****.***
***********@*****.***
************@********.***
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