Arturo Pena
Los Angeles,CA
Summary
Encouraging Multi Operations and Assistant Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Asset Protection & Safety Manager
Lowe's
03.2023 - Current
- Collaborated with management to develop company-wide safety policies, procedures, and guidelines.
- Conducted thorough accident investigations to identify root causes and prevent future occurrences.
- Reduced accident rates through proactive hazard identification, analysis, and mitigation strategies.
- Developed and executed training programs for employees, improving overall safety awareness and compliance.
- Facilitated training for 230 employees.
- Enhanced workplace safety by implementing comprehensive risk assessments and safety audits.
- Leveraged OSHA standards as basis for developing effective safety protocols tailored to organizational needs.
- Monitored legislative updates relating to workplace health and safety, ensuring ongoing compliance with regulations.
- Managed relationships with regulatory agencies while maintaining open lines of communication for inspections and compliance reviews.
- Educated employees on hazardous waste management, emergency response and safe work practices.
Customer Service Assistant Manager
Home Depot
02.2018 - 03.2023
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Ensuring Consistent execution and providing clear direction of standard operations procedures.
- Customer Impact-Knowing and understanding to respond with sense of urgency to customers needs.
- Maximizing customer satisfaction and business efficiencies.
- Teaching and coaching behaviors to build confidence and enabling high performing team.
- Identifying areas to improve overall performance by creating functional action plans.
- Supporting Areas to improve overall performance while taking action to decrease losses, and minimize shrink.
- Inspiring customers through Merchandising to instill loyalty, resulting in increase of sales.
- Managed 100+ incoming calls each day with utmost professionalism and knowledgeable service.
- Maintained clean and organized work environment to maintain customer safety.
Store Operations Manager
CVS Caremark
05.2017 - 10.2017
- Supported Store manager with action plans for operational and customer service improvement.
- Assisted customers with any questions and concerns regarding problems or complaints.
- Monitored department contribution to total store shortage reduction and prevention programs.
- Worked with store management to implement company safety programs and awareness, reducing workers compensation costs.
- Carefully monitored and supervised customer's activities in store to detect signs of attempted theft.
- Rolled out successful loss control strategies by building trust and cultivating partnerships with Store Leadership Team
- Evaluated sales data and trends to identify opportunities for growth, implementing targeted marketing campaigns accordingly.
- Maintained strict compliance with company policies and procedures as well as local regulations, avoiding potential fines or penalties.
- Increased sales by 50% with special displays and promotions.
- Increased sales with effective staff training and development programs, ensuring excellent customer service
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
Sr Asset Protection Manager| Lead Trainer | Mentor
Home Depot
02.2016 - 05.2017
- Supply Chain and Retail Asset Protection/Loss Prevention.
- Operations Field Training and Talent Development.
- Project Management and Process Improvement.
- Conducted Internal/External and ORC Investigations.
- Monitored Department contribution to total store shortage reduction and prevention programs.
- Detained and interviewed shoplifters, resulting in 90% higher rate of cash and merchandise recovery.
- Worked with store management to implement company safety programs and awareness, reducing workers compensation costs.
- Carefully monitored and supervised customer's activities in store to detect signs of attempted theft.
- Monitored access control systems, including CCTV systems for nefarious activities such as theft and ORC.
- Rolled out successful loss control strategies by building trust and cultivating partnerships with Store Leadership Team.
- Reported hazardous or unsafe conditions to management to reduce risk of injury.
- Reduced inventory shrinkage through strategic planning and diligent monitoring of high-risk areas.
- Increased employee awareness of loss prevention strategies through comprehensive training programs.
Loss Prevention and Safety Manager
Lowe's Companies Inc.
12.2005 - 12.2015
- Managed all Loss Prevention programs, policies and procedures with all employees and build strong shrink and safety culture with management team and store staff.
- Maintained safety culture throughout sales floor by developing strong relationship with staff and management.
- Exceeded corporate safety budgets and successfully enhanced stores Safety Trend.
- Responsible for scheduling and correlating monthly safety meetings with all the safety committee members.
- Development of internal and external cases
- Identify organized retail crime and partner up with local law enforcement to complete arrest.
- Prepare and submit detailed comprehensive written reports on any investigations and all matters of importance.
- Orchestrated and led meetings to convey essential safety-related information, address occupational safety inquiries, issues or concerns and promote continuity of training initiatives.
- Conducted thorough accident investigations to identify root causes and prevent future occurrences.
- Developed and executed training programs for employees, improving overall safety awareness and compliance.
- Collaborated with management to develop company-wide safety policies, procedures, and guidelines.
- Cultivated strong working relationships with cross-functional teams, facilitating collaborative efforts to maintain a safe and healthy workplace for all employees.
- Mentored junior staff members on professional development opportunities related to occupational health and Safety career paths.
- Investigated incidents, determining root causes and implementing corrective actions.
- Facilitated training for 300 employees.
- Developed and implemented company procedures that reduced job site accidents 70%.
Education
Bachelor of Arts - Sociology and Communications
Cal State University
Los Angeles, CA05.2005
Associate of Arts - Criminal Justice
East Los Angeles Community College
Los Angeles, CA06.2003
Skills
- Incident investigations
- Creating safety programs
- Operational analysis expert
- Regulations and compliance
- Policy development
- Communication Skills
- Operations Management
- Customer Service
- Shrink Analysis
- Risk identification
- Training development
- Decision Making
- Relationship building and management
- Database Management
Certification
- Wicklander & Zulawski Interview and Interrogation Techniques
- CAL/OSHA - 30 Hour General Industry Certification (Basic & Advanced)
- Certification American Safety Training
- Cal OSHA 30
Timeline
Asset Protection & Safety Manager
Lowe's
03.2023 - Current
Customer Service Assistant Manager
Home Depot
02.2018 - 03.2023
Store Operations Manager
CVS Caremark
05.2017 - 10.2017
Sr Asset Protection Manager| Lead Trainer | Mentor
Home Depot
02.2016 - 05.2017
Loss Prevention and Safety Manager
Lowe's Companies Inc.
12.2005 - 12.2015
Bachelor of Arts - Sociology and Communications
Cal State University
Associate of Arts - Criminal Justice
East Los Angeles Community College