Operations Supervisor / Loss Prevention I nvestigations

Professional Resume

Name: CarolynAnnCarmichael

Location: Conley, GA

Phone: 770-***-****

Email: *******.**********@*******.***

Professional Summary

Dynamicandaccomplishedprofessionalwith extensiveexperience—spanning over 20 years—in operations leadership, callcenter supervision, loss prevention and investigations, retail sales, beautyandskincare, salonmanagement, andcustomer service. Recognized for driving performance, reducing shrink, coaching teams to success, anddelivering exceptional service across diverse industries. Strong analytical, investigative, and leadership skills, with a proven historyof improving operations, managing largeteams, andexceeding companygoals.

WorkExperience

Master Hair Stylist / KeyHolder

Sport Clips – Dunwoody, Georgia January 2025 – December 2025

• Performed haircuts for men, women, andchildren using clippers andshears. Beard trims.

• Opened andclosed the store as a key holder.

• Managedproduct sales, register operations, anddailystoreproductivity.

• Provided excellent customer service andmaintainedsaloncleanliness. Operations Team Lead / Customer Service

Ttec – Duluth, Georgia August 2020 -August 2022 - November 2022 – October 2024

• Supported the OperationsManager in supervising callcenter operationswith 120 agents.

• Processed payroll, managedworkforceschedules, andhandled timeand attendance in Kronos.

• CollaboratedwithCapitalOne, USAABankingasmanagingandmanagedPorsche cases emailswith inbound andoutboundcalling.

• Achieved weekly/monthly companygoals using data analysis from Tableauand PBQX.

• Ensured agent compliance with break times, productivity, andperformancegoals.

• Analyzed NPS survey results, KPIs, andcall metrics to improveperformance.

• Conducted weekly meetings, coachedagents, andsupportedonsiteprogram operations.

• Performed account setup, PC troubleshooting, andcustomer issueresolution.

• Managed timeandattendancerecords andhelpedoptimizeteam responsibilities. Operations Supervisor

TheHudsonGroup - Atlanta Georgia, Atlanta Airport, / October 2019 - July 2020

. Supervised 20 cashiers and4 stockers. Supervised 4 stores on concord B.

. Clothing store, New paperfoodandbeverage store. Book storeand theCountryLiving store.

. Cash drops, inventory cycle counts andaudits.

. Managedschedule. key holder opened andclosed the stores. Retail Sales Associate Ashley Furniture – McDonough, Georgia April 2019 – October 2019

• Increased personal sales by 90%through exceptionalcustomer engagement.

• Stayed current with promotions andpolicies; processed payments usingWindows 10 register systems.

• Met andexceeded goals for donations, upselling, andcreditcardsign-ups.

• Educated customers on product features andbenefits. Beauty& Skincare MakeupEsthetician

Ulta Beauty – Dunwoody, Georgia June 2017 – April 2019

• Plannedcosmetic events andconsistentlyachieved 95%+ sales results.

• Provided makeupapplications for weddings, promotions, andspecialevents.

• Recommended skincareroutines basedonskin type andcondition.

• Maintained inventory, materials, andclientproducteducation. Merchandising / Product Specialist – Commercial Sales Lowe’s – East Point, Georgia March 2008 – March 2019

• Worked with corporate merchandising to launchnew products andexecute planograms.

• Managedproductplacements across eight departments to maximizesales.

• Supported contractors andbuilders in commercial sales projects.

• Identified andsolvedcomplex operationalandmerchandising issues.

• Traveled to nearby stores to train staff andensuremerchandisingaccuracy. Loss PreventionManager

Circuit City – Morrow, Georgia May 2002 – March 2008

• Reduced shrink by over 95%within one year.

• Conducted internalandexternal theft investigations using CCTVandaudits.

• Developed anddelivered LP training programs.

• Managedwarehouseshrink andsupportedoperations leadership. Front LineSupervisor/CustomerServiceManager/District Trainer/Lead Detective

TJ Maxx – Buckhead, Atlanta, Georgia September 1999 – April 2002

• Supervised 50+ employees in a $3M–$10Mstore.

• Reduced shrink from 5.8%to 2.5%through investigations and training.

• Trainednew detectives, wrotereports, conducted interviews, andsupported regional task force operations.

• Handledcustomer service escalation, scheduling, audits, and inventory management.

SIU Investigator / Detective – Loss Prevention SalonManager / Master Hair Stylist

Macy’s – Morrow, Georgia (SouthlakeMall) April 1998 – September 1999

• Investigated external theft, employee theft, credit card fraud, andpapertrail cases.

• Worked with regional investigators anddocumentedcaseevidence.

• Conducted surveillance using CCTVand flooroperations.

• Regional InvestigatorTask Force

SalonManager / Master Hair Stylist

Great Clips INC Stockbridge Georgia, April 1996-April 1998 -April 2006 - February2008 MasterCut’s SavannahGeorgia, July 1994 - January1996

. Managing 8 employees

. Ordering inventory for haircare products, inventory counts audits on product.

. Continuous training on haircutting techniqueandproduct knowledge.

. Achieving 95%of storegoals.

. Managing sanitation for healthywork andclientenvironment. Education & Certifications

• Associate degree, The BBC – Fairburn, Georgia (2025)

• Business Administration Studies, South College – Savannah, Georgia (Some CourseworkCompleted)

• High School Diploma, Bradwell Institute – Hinesville, Georgia (1986)

• Master Cosmetologist License, Georgia State License Academyby Joel and Company–Savannah, Georgia (1994)

• Private InvestigationsCertification, ClaytonState University – Georgia (2010) Skills

• OperationsManagement&Leadership

• CallCenter Supervision

• Loss Prevention & Risk ManagementSafety

• Investigations (Internal, External, Fraud) Casemanagement

• Inventory & Audit

• Retail Sales& CustomerService

• SalonOperations&Cosmetology

• Coaching, Training & TeamDevelopment

• Data Entry & KPI’s Analysis (Tableau, PBQX)

• MicroSoftWord & Excel PowerPoint

• MSTeams & Zoom & b2b&CRM & Gladly& Slack

• Data Analysis &Windows 10

• Scheduling, Payroll & Kronos Workforce Management

• Conflict Resolution & Problem-Solving

• Food & Beverage

References

Available upon request.

Contact this candidate