Customer Service Security

Thomas A. Madonna

**** ****** *****

West Chester, Pa. 19382

***********@***.***

Cell: 484-***-****

Work Experience

Lowes Store 2405, Region 7, District 875, Avondale, Pa Loss Prevention and Safety Manager, ORC District Captain March 2016 to Present - Responsible for all Security and Safety related issues. Team Building and Partnerships. Reduce and Manage Shrink loss, Investigate Internal and External Theft. Partner with Law Enforcement Agencies, Communicate and Partner with Regional Peers assisting with the apprehension of External Theft suspects, Provide excellent customer service. Minimize potential negativity to the Lowes Brand name. Provide Customers with a Positive Shopping experience. Provide direction and Training for Staff. Assist Customers during their shopping experience. Conduct proactive Risk Analysis of all Security and Safety measures. Proactively analyze measures to reduce shrinkage. Responsible for OSHA compliance and for the Safety of all Employees and Visitors. Respond to all emergency alarms/situations. Complete thorough investigations and interrogations IE: theft, fraud, injuries, fraudulent claims etc. Monitor safe entry ways and exits for all staff and visitors. Liaison between Emergency Services, Police and Staff. Professionalism and Service Excellence. IKEA US EAST, Conshohocken, PA

Safety and Security Manager

January 2014 to December 2015 - Oversee daily operations of one of the largest retail stores in America. Responsible for the Safety and Security of approximately 30,000 visitors per week, co-workers, vendors and contractors. Provide excellent customer service. Minimize potential negativity to the IKEA Brand name. Provide direction and Training to our Staff. Provide Customers with a Positive Shopping Experience Responsible for special events, oversee all training for all employees, scheduling for the Safety and Security Department. Responsible for staff performance evaluations, monitor overtime budget and security operations. In charge of OSHA compliance for safety of all employees and visitors. Respond to all emergency alarms/situations. Complete thorough investigations and interrogations IE: theft, fraud, injuries, fraudulent claims etc. Monitor safe entry ways and exits for all staff and visitors. Liaison between Emergency Services, Police and Staff. Professionalism and Service Excellence. Boeing Security and Aerospace/ Allied Barton, Ridley Park, PA Shift Supervisor/ Training Coordinator

2011 to 2013 - Oversaw daily operations of client site’s, 6,000 employees and confidential government information. Provide excellent customer service. Minimize potential negativity to the Boeing Company brand. Provide direction and Training to our Staff. Assist Customers during their shopping experience Responsible for weekly meetings with the client, IE: progress, special events, planning and security concerns/national security-site awareness. In charge of weekly national team meetings; oversaw all training for new officers, training for incumbent officers and scheduled officer’s hours. Posted job assignments; responsible for officer’s performance evaluations. Monitored overtime budget; security operations for clients site. Responded to all emergency alarms/situations. Monitored safe entry ways and exits for all staff, patients and visitors. Responsible for daily duty log, incident and emergency occurrence reports. Responsible for securing patient's valuables. Liaison between emergency services and staff. Performed daily foot patrols. Communicated with National Command Center for potential threats emergencies. Offered ideas, recommendations to home office and client to minimize risk potential. Responded to calls for help; enhanced customer/client relationship. Maintained highest level of professionalism and service excellence. Utilized weapons, handcuffs, and physical force to maintain discipline and order.

Pennsylvania Clinical Schools/Universal Health System Facilities Administrator 2010 to 2012

Oversaw and resolved any type of emergency situations for 40 Staff members and 120 juvenile clients. Authorized visitors, vendors onto site and school building property. Ensured daily reports, occurrence sheets are submitted daily. Oversaw video monitoring of approximately 90 cameras. Responsible for the distribution and accounting of all keys and communication devices. Maintained the integrity of the school to prevent assaults, escapes and property damage. Responsible for reporting the daily business practices to the CEO. Enhanced customer client relationship. Chester County Prison

Lieutenant, Shift Commander

1994 to 2009 - Oversaw daily operations of prison; 80 Officers and 1200 inmates. Scheduled officer’s hours, posted job assignments; responsible for officer’s performance evaluations. Monitored overtime budget and Kronos to ensure accuracy of payroll. Provided oral and written reports to supervisors about work performed by inmates, inmate disturbances, rule violations, and unusual occurrences. Supervised and coordinated work of other correctional officers. Motivated other officers to do their job to the best of their ability. Oversaw Inmate Disciplinary Board. Conducted fire, safety, and sanitation inspections. Conducted head counts to ensure that each prisoner was present. Monitored conduct of prisoners in cells, or during work or recreational activities, as stated in the policies and procedures to prevent escape or violence. Counseled inmates, settled disputes and responded to legitimate questions, concerns, and requests; found alternative solutions or approaches to problems. Education

All Lowes required Training IE: Safety, Security, Customer Service, Problem Solving, Leadership, Emergency Response, Reduce Shrink, Positive Inventory Procedures Penn State University/Great Valley Campus - Decision Making, Employee Development, Problem solving courses; Certificates of Completion, College accredited, Malvern, PA, Pennsylvania Act 235 / Certified Lethal Weapons Agent, Philadelphia, PA, 2011 Secret Clearance approved by Department of Defense / National Security, Philadelphia, PA Certified in Act 44, Civil Law, Criminal, Use of Force, Court Procedures, Temple University - Pennsylvania State Constable School, Philadelphia, PA Chester County Government Services Bldg. - Bio-Chemical Terrorism Training, Recognizing Terrorist Threats and Management, Certified, West Chester, PA, Certificate, Certified Team Leader in Correctional Emergency Response Team Procedures, Chester County Prison/State CERT Trainers, West Chester, PA, 1996Certificate of Graduation Correctional Officer in Class 482, Class Spokesman, Pennsylvania State Correctional Academy. Certified in Fire 1, Fire 2, Incident Command and Decision Making, Delaware State Fire School. Awards

Successful Inventory and Shrink Results Store 2405 Avondale, Pa 2018 under Shrink budget by 16 base points. Reduction of 30,000 dollars from previous inventory Lowes Safety Awards/Celebrations, 2016, 2017, 2018 8 consecutive Safety Awards, #1 Regionally Successfully closed Internal and External Theft cases Pennsylvania Act 235 / Certified Lethal Weapons Agent Pennsylvania State Adjunct Instructor for Cell Extraction, Team Leader for CERT Team Chairman of Fire Committee

Weapons, Qualified Expert, Stun Devices, Qualified, Oleo Capsicum, Qualified Chemical Munitions, Qualified, Expandable Baton, Qualified, CPR, First Aid, AED, Certified Certifications

OSHA 30 Hour Compliance, October 2014 to Present

Wicklander-Zulawski Certification, November 2014 to Present Lowes Certified Organized Retail Crime Captain

Special Skills / Qualifications:

Customer Service, Problem Solving, Microsoft Excel, Microsoft Word, PowerPoint, Customer Service, Windows, Lowes ORC Captain Market 875, OSHA 30-hour Compliance Certified. Research, Outlook, Photoshop, Teaching, Budgets, Fire Fighting, Fire Protection, Fire Safety, Physical Security, Surveillance, Private Investigations, Executive Protection, Corporate Security, Security Management, Security Operations, Team Building, Asset Protection, IPOS certified, Firearms, Training, Security, Criminal Justice, Security Training, Personal Security, Personal Protection, Protection, Access Control, CCTV, Background Checks, Close Protection, Crime Prevention, Investigation, Interrogation, Alarm Systems, Crisis Management, Internal Investigations, Security Audits, Emergency Management, Enforcement, Loss Prevention, Patrol, Criminal Investigations, Police, Workplace Violence, Weapons, Risk Assessment, Evidence, Homeland Security, Wicklander-Zulawski Interrogations and Interviews Training Certified