Protection Associate Customer Service

Joseph Johnson

Hartsville, South Carolina

423-***-**** *******-*-*******@*******.***

linkedin.com/in/joseph-johnson-b03a31164 Profile URL

QUALIFICATIONS SUMMARY

Articulate, dedicated professional with solid education in data analysis, research, and mathematics. Skilled with risk analysis, process improvement tracking, and creative problem solving. Technically sophisticated with broad knowledge of applied mathematics, risk management, and project development life cycles. Effectively collaborates with senior leaders and team members to complete objectives. Solid real-world experience with unrivaled work ethic. United States Army Veteran.

Relationship Development: Strong ability to cultivate lasting relationships with team members from diverse backgrounds and assume leadership roles. Engaging presenter and skilled written communicator; keen ability to condense complex information into easily digested packages.

Information Management: Technically proficient with Excel, Python, Latex, Word, PowerPoint, and R. Familiar with MATLAB.

Investigative Skills: Seasoned and methodical researcher and analyst with a talent for identifying, developing, and proffering solutions for complex operational and technical issues that ultimately result in optimized production capabilities and enhanced workflows.

Key Strengths: Finely tuned analytical and probability skills with a dedication to continually streamlining and improving work processes. Effectively interfaces with management to collaborate on issues and resolve problems.

EDUCATIONAL BACKGROUND

Certificate in Business Analytics, 2022

Francis Marion University, Florence, South Carolina

GPA: 3.7

Bachelor of Science in Computational Applied Mathematics, 2020

East Tennessee State University, Johnson City, Tennessee

Research: Facial Recognition Systems

GPA: 2.9

Associate of Science in Mathematics, 2016

Northeast State Community College, Blountville, Tennessee

Sum Cum Laude

GPA: 3.6

PROFESSIONAL EXPERIENCE

FedEx, Florence, South Carolina

Operations Coordinator (August 2021 – Present 40 hours a week)

Responsible for monitoring terminal reporting metrics related to service, safety, cost, and quality daily. Investigate potential performance issues and address the issues with Business contacts or Authorized officers (BC/AO). Review inaccuracies in generated reports with appropriate parties to include administrative staff BC/AO to ensure errors are corrected of metrics reported. Review operational metrics with BC/AO that would affect daily planning and performance. This would include service and customer satisfaction. Investigate customer service complaints, disputed deliveries, missing packages, early and late pickups. Communicate resolved issues with customers to ensure customer satisfaction. Escalate any unresolved issues to BC/AOs for future resolution or accountability. Maintain and update vehicle maintenance information on all company owned assets. Create and maintain files to ensure contractually agreed upon standard for both company and vendor equipment set forth by the Department of Transportation (DOT). Assist in the development and implementation of corrective action plans if any discrepancies or violations are found.

Key contributions:

Streamed an ongoing point of contact for recipients for future potential issues.

Created an ongoing tracker for codes that returned problematic packages back to the facility through excel.

Utilized various reports to identify packages that were on the vehicle for multiple days.

Walmart, Johnson City, Tennessee

Asset Protection Associate (2016 – 2020 40 hours a week)

Conduct thorough, professional, and ethical investigations for causes of theft within the business. Manage a strong operational knowledge to categorize by department the top 20 items of shrink by cost for our store. Worked with department managers and associates to implement security devices to reduce theft resulting in a 20,000 increase in bottom line profit YOY. Was named the trainer for the region utilizing a 6-week training process; 4 weeks of training hands on and 2 weeks of follow up for further questions. Utilizing this method, I was able to work with the MAPM on effective personalized one-on-one interactions for training. This led to increases in apprehensions and more controllable profit for stores in the region. Devise procedures for detecting loss and protection of high-theft merchandise.

Key Contributions:

Spearheaded efforts to apprehend 1500 shoplifters within a three-year period. This made for a more secure store and a better shopping experience.

Played a key role in reducing Shrink by 177K. Store profit increased by 20,000 YOY and led to more profitability.

Trained and mentored junior asset protection associates in safety and shrink opportunities. Analyzed the training process and developed a simplistic approach for one-on-one interactions. This led to more profitability for stores in the region.

Walmart, Elizabethton, Tennessee

Asset Protection Manager (2009 – 2016 50 hours a week)

Reviewed and analyzed financial data to detect losses and/or fraud and theft. I developed a system to track what departments theft was coming from and what departments theft was going to. This program resulted in bringing the shrink down from 980,000 to 650,000. Collaborated with senior associates to implement effective loss prevention measures by developing a security device program. We made a Clean, Fast, and Friendly approach to the customer experience. This helped increase sales and reduced shrinkage in our top 5 shrink departments from 750,000 to 650,000. Researched and studied various reports to identify shrinkage and mitigate safety concerns. Identified that safety is a culture and attitude. Organized a safety team through personal recruiting within the store. Making sure that compliance and safety tasks were distributed and covered.

Key Contribution:

Utilizing various reports helped develop 2 systems that reduced the store’s Shrink rate from 1.01 to .73.

Lowered accident rates from 6.8 to 3.0. This led to lower mitigation and increased customer service. Which led to an increased market share for all associates.

SDS Distribution, Providence, Rhode Island

Sales Manager/Owner (2002 – 2009 70 hours a week)

Held full accountability for efforts to grow the market share, manage key territories, and conduct high-level sales training presentations. Delivered consistent and effective team management to ensure sales growth. Territory management was a key factor in growing our business. By utilizing maps and educating sales representatives on how to read and research territory. Developing this mapping system SDS saw an increase in sales from 10,000 to 20,000 MOM (month over month) also increasing profits for sales representatives. This also increased a greater market saturation for product. Devised strategies and pushed team to generate new business and identify key talent. Spearheaded vision, strategy, and execution of best practices and values for sales training operations. Implemented a program for in class training. This opportunity led to effective demonstrations and increased profitability for sales representatives. Also increased market saturation of the market. Managed company ROI to ensure future market growth. Expanded our growth through 4 states taking our sales team from 20 to 120 sales representatives.

Key Contribution:

Increased profitability by creating a mapping system that maximized sales opportunity within designated territories. Led to increased profits for SDS, sales representatives and sustainability.

Championed the formation and establishment of an education center for the training and development of managers. Led to better knowledge for our sales representatives and greater saturation of the market.

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