Brittany Depalma-Yahn

Asset Protection Associate

• Maintained safety and security of premises, customers and employees.
• Monitored CCTV surveillance to detect suspicious activity.
• Calculated response to detected theft attempts on basis of age and behavior of suspected perpetrator, erring on side of caution to insulate company from liability.
• Established relationships with local law enforcement agencies as needed.
• Conducted investigations related to inventory discrepancies and shrinkage control.
• Maintained high levels of alertness throughout shifts.
• Identify and observe potential shoplifters in accordance with company policy
• Detained shoplifters and contacted local law enforcement for immediate assistance.
• Documented evidence of attempted theft and recovered merchandise for use in loss prevention report generation.
• Reviewed CCTV footage to obtain evidence of theft.
• Ensured compliance with all applicable laws, regulations, policies, and procedures related to asset protection.
• Provided assistance in the training of new hires on asset protection procedures.
• Investigated incidents, collected evidence, wrote detailed reports, and made recommendations for corrective action when necessary.
• Analyzed data from various sources such as CCTV footage and POS systems, in order to identify patterns of criminal activity.
• Responded promptly to all alarms activated within the store.
• Produced well-written reports detailing shoplifting and attempted theft.
• Assisted with setting up the store and parking lot for crowd control ahead of black Friday event.

Customer Service Desk Associate

• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Ensured compliance with all applicable laws and regulations governing financial transactions
• Cashed checks for customers according to established policies and procedures.
• Counted and balanced cashier drawers.
• Trained and mentored new service desk associates to maximize performance with skilled, efficient and knowledgeable team members.
• Performed daily opening and closing procedures as required by the service desk.
• Adhered to social distancing protocols and wore mask or face shield.
• Answered customers' questions and provided information on store procedures or policies.
• Followed all safety protocols when handling large sums of money.
• Maintained an organized work area to ensure efficient operations of the Money Center Cashier station.
• Reconciled discrepancies between sales slips, tickets, receipts, cash totals quickly and accurately.
• Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
• Answered phone calls promptly and professionally to address customer inquiries or complaints.
• Utilized computer system to process customer transactions including deposits, withdrawals, transfers, payments.
• Assisted other staff members in completing tasks related to Money Center Cashier duties when necessary.
• Identified fraudulent documents presented by customers during transaction processing.
• Checked personal identifications during alcohol and tobacco sales.
• Processed returned merchandise by strictly following store return and exchange procedures.
• Recognized by management for providing exceptional customer service.

• Answered incoming calls and, providing frontline customer support or assistance with product and service transactions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Collected deposits or payments and arranged for billing.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Displayed strong telephone etiquette, effectively handling difficult calls.

• Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
• Identified discrepancies between actual count and register balance; made corrections accordingly.
• Answered customers' questions and provided information on store procedures or policies.
• Supervised front-end staff including interviewing potential new hires, training, yearly evaluations and write ups.
• Answered phone calls to assist customers with questions.
• Ensured compliance with all safety regulations within the store environment.
• Counted and balanced cashier drawers.
• Maintained work area and kept cash drawer organized.
• Verified customer age requirement for alcohol or tobacco purchases.
• Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
• Answered customer questions and provided store information.
• Learned roles of other departments to provide coverage and keep store operational.