Customer Service Manager

Teresa J. Cook

**** *** ****** ****, ********* City, MO 65109 715-***-**** **********@*****.***

Exceptional operations leader & law enforcement professional with 16+ years of loss prevention and police experience across diverse environments. A natural leader with a demonstrated ability to develop and implement policies, processes, and programs that position departments to meet their goals. Results-oriented and energetic; builds strong internal and external relationships that facilitate unified emergency responses. Possesses extensive education focusing on law enforcement, management & leadership.

Areas of Expertise

Operations Management

Policy & Procedure Creation

Regulatory Compliance

Policy Enforcement

Investigations

Safety Protocols

Team Leadership

Public Speaking

Process Analysis

Report Writing

Citation Issuance

Relationship Development

Professional Experience

SHOW SHOW INC. Jefferson City, MO 2016

Store Manager

Manage the selection, training and development of staff; ensure monthly sales quotas are met.

Manage and stock inventory at specified levels.

Oversee day-to-day retail operations and staff; monitor and prioritize workflow and schedules.

UNIVERSAL PROTECTIVE SERVICES, Jefferson City, MO 2015 to 2016

Director of Public Safety: Capital Mall

Provide executive-level leadership.

Strategic planning and administrative direction to the department of public safety personnel.

Coordinating and directing the daily security functions of the Capital Mall.

STATE OF MISSOURI CAPITAL POLICE, Jefferson City, MO 2015 to 2015

Police Officer

Provide security for the Governor and guest for public and private events.

Investigates complaints of violations of state laws and security regulations.

Gather detail intelligence information regarding security threats to person and property.

DICK’S SPORTING GOODS, Jefferson City, MO 2014 to 2016

Sale’s Support

Secure company property and inventory while providing customer service.

Lowering cost by insuring received and shipped items are validated correctly.

Validate pricing and cashiering processes.

LOWE’S, Columbia, MO 2012 to 2014

Multi-Unit Loss Prevention Manager

Mitigated risks by investigating internal and external theft liability.

Secured company property and worked with employees to reduce accident rates.

Cut profit and loss shortages by revolutionizing operational shrink and operations processes.

Prevented accidents and promoted safety by leading fire response and hazardous material training.

SEARS HOLDING COMPANY, Macon/Douglasville, GA 2011 to 2012

Loss Prevention Manager

Established & cultivated a compliance-focused culture by coordinating and teaching store detective programs, which equipped detectives with investigative/enforcement-oriented best practices.

Strengthened ties between Sears and local law enforcement through relationship development.

Lowered costs by ensuring that shrink and profit and loss performance aligned with budget.

Mitigated losses by conducting timely, ethical, and professional theft investigations.

CUMBERLAND POLICE DEPARTMENT, Cumberland, WI 2005 to 2011

Police Officer

Ensured public safety by deploying strong observational skills while patrolling by foot and via car.

Advanced cross-departmental initiatives by collaborating with other law enforcement agents.

Furthered investigations and boosted regulatory compliance by writing detailed and timely reports.

Contributed to orderliness by issuing warnings and citations for violations.

Early Career Highlights: Police Work

MAR-MAC UNIFIED POLICE DISTRICT, Marquette/McGregor, IA

Police Officer, Nine Years

Facilitated safety/order at casino special events by partnering with IA Gaming Enforcement Officers.

Enforced laws & championed public safety by overseeing numerous IA enforcement tasks, including apprehending drunk drivers, enforcing seat belt laws, and conducting underage drinking stings.

Protected communities by quickly/appropriately responding to emergencies.

SOMERSET POLICE DEPARTMENT, Somerset, WI

Police Officer, Two Years

Ensured safe & orderly music festivals catering to up to 10,000 by controlling crowds.

Contributed to crime prevention advocacy by coordinating National Night Out events.

Promoted public safety by patrolling on foot and via car and providing timely, accurate reports.

JANESVILLE POLICE DEPARTMENT, Janesville, IA

Reserve Police Officer, Five Years

Championed safety and order by enforcing ordinances and state laws, issuing tickets, making arrests, and responding to emergencies.

Contributed to the success of state-funded traffic enhancement programs.

Collaborated with Blackhawk County and Bremer County Sherriff’s Departments and Iowa State Troopers Department due to location of county line and interstate.

CLAYTON COUNTY SHERRIF’S OFFICE, Elkader, IA

Radio Dispatcher & Jailer, One Year

Resolved emergency situations by dispatching all required personnel and answering 911 calls.

Handled traffic and criminal activities by using NCIC computer system and State of IA license plate and driver’s license records.

Contributed to prison order and prisoner wellbeing by exercising and monitoring inmates.

Education

PhD Candidate, Criminal Justice Public Policy & Administration, Walden University, St. Paul, MN

MA, Criminal Justice, Focus: Management/Leadership, Concordia University, St. Paul, MN, 2011, 3.7 GPA

BA, Criminal Justice, Concordia University, St. Paul, MN, 2009, 3.9 GPA

AAS, Police Science (192 Practicum Hours), Hawkeye Community College, Waterloo, IA, 3.65 GPA

Graduate, Criminal Justice Law Enforcement Academy, Western Tech College, Lacrosse, WI, 4.0 GPA

Law Enforcement Certifications

State of MO Class B Certification Law Enforcement Officer, 2012

Certified Wisconsin Law Enforcement Officer, 2007

Licensed Permit to Carry, State of MN, 2006

Honors & Awards

City of Elkader, IA Community Service Award

Bremer County Peace Officers Association Scholarship

Governor’s Workforce Development Alumni Recognition Award

Board Member of the Carter House Museum Elkader, IA

Professional Development

Wicklander-Zulawski Interview & Interrogation • Reid Interview & Interrogation Certified Training

State of WI Tracs Mobile Computer Training • Standardized Field Sobriety Testing

Fingerprinting – Taser Training • Domestic Violence Workshop

Critical Incident Management • CPR/Standard First Aid

First Responder Training • Defensive Tactics Training

Intoximeter EC/IR • FEMA Training

DWI Detection • Drug Interdiction

Crowd Control • EVOC Training

Narco Pouch Training • FBI Hostage Training

Firearms

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