Catherine Oddo
Lake Park,FL
Summary
Asset Protection Specialist, Manager, and Customer Service Expert with over 25 years of retail and hospitality experience is looking for long term employment . Desire to create a great partnership in a fast- company, with opportunities for advancement.
Overview
25
25
years of professional experience
Work History
Asset Protection Manager
Walmart
Lake Park, FL
03.2019 - 04.2021
- Controlled reduction of loss inventory by protecting company assets.
- Mitigated risk and oversaw internal and external shoplifter apprehension and detention.
- Wrote reports for internal and external crime, burglary or theft.
- Represented Walmart in court proceedings and investigations.
- Trained loss prevention staff, retail managers and store employees on loss control and prevention measures.
- Monitored paperwork procedures to prevent error-related losses.
- Performed thorough cash audits and deposit investigations.
- Collaborated with law enforcement to report crime and suspicious activity.
- Collaborated with law enforcement in investigating and solving theft and fraud cases.
- Plan and direct policies, procedures , or systems, to prevent the loss of assets.
- Determine risk exposure or potential liability.
- Develop risk control measures.
- Eliminated [Number]% of shrinkage costs through support and ongoing maintenance of [Type] processes.
- Represented [Company] in court proceedings and investigations.
- Increased apprehensions by [Number]% and apprehension dollars by [Number]% by motivating and coaching direct reports for optimum productivity and performance.
- Reviewed tracking system information to uncover and successfully pursue over $[Number] in overcharged [Type] claims.
- Achieved [Number]% security increase by implementing customer and associate safety protocols.
- Installed covert surveillance such as [Surveillance Type] and [Surveillance Type].
- Supervised surveillance, detection and criminal processing related to theft and criminal cases.
- Installed and maintained covert security equipment.
- Upheld strict security and safety procedures to protect business from financial losses due to theft or careless mismanagement.
- Landed positions of increasing responsibility based on expertise in loss prevention methods and store operations.
Asset Protection Associate
Walmart
Lake Park, FL
07.2015 - 01.2019
- Introduced and implanted viable loss control strategies by maintaining strong partnerships and trust with customers.
- Wrote reports for internal and external crime, burglary or theft.
- Checked CCTV for evidence of shoplifting.
- Contacted local authorities and apprehended shoplifters.
- Patrolled store departments to check for suspicious activities.
- Kept patrons and employees safe and from criminal activity.
- Wrote reports outlining activities and results.
- Implement procedures and systems to prevent merchandise loss.
- Conduct audits and investigations of employee activity.
- Assist in developing policies, procedures, and systems for safeguarding assets.
Hospitality Specialist
Frenchman's Reserve Country Club
Palm Beach Gardens, FL
03.2010 - 04.2015
- Accurately identified and resolved customer complaints concerning food or lodging.
- Established unique service goals to each venue to provide constant and excellent service.
- Collaborated with various team members to meet guests' requests.
- Increased customer service ratings significantly through personable service.
- Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services.
- Secured spa and restaurant reservations by phone and on-site for guests.
- Greeted and assisted [Number] guests every day and gathered information about each reservation.
- Optimized customer support by establishing collaborative service environment.
- Trained staff on operating procedures and company services.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Delivered prompt service to prioritize customer needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided back up for customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and backed up other customer service managers.
- Operated POS system to itemize and complete average of [Number] customer purchases.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Recorded actions taken, issues resolved and [Type] information to effectively manage customer accounts.
- Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved accounting, service and delivery concerns.
- Executed multiple projects efficiently, including [Task] and [Task].
- Resolved [Type] issues over phone with [Number] customers daily.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
- Communicated professionally with colleagues, freelancers and clients.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained clean and orderly checkout areas by completing general duties, including mopping floors, emptying trash cans and [Action].
- Facilitated inter-departmental communication to effectively provide customer support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed up with customers about resolved issues and completed [Action] and [Action] to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Entered orders into [Type] computer database system.
- Managed expectations and exhibited excellent follow-through related to [Task].
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided ongoing guest service, including [Product or Service] advice.
- Recommended products to customers, thoroughly explaining details.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Stocked shelves and managed inventory through [Action] and [Action].
- Private Club Restaurant Server/Bartneder
- Banquet server
- Banquet bartender
- Hostess
- Card Room Attendant
- Wedding party Attendant
- Turn Station Attendant
- Turn Station Cook
Store Manager
Blockbuster Video
Palm Beach Gardens, FL
06.2005 - 03.2010
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Supervised guests at front counter, answering questions regarding products.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control and store opening and closing procedures.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Hospitality Assistant
Someplace Restaurant
Lake Park, FL
10.2008 - 02.2010
- Set up glassware, liquor and other necessary supplies for special events.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Generated higher ticket averages by training employees on suggestive up-selling techniques.
- Conducted regular inventories of bar and drink supplies to keep stock on hand and avoid expensive rush orders.
- Assisted servers with specialty drinks orders by preparing on-demand items without delay.
- Set up bar for operation, obtained cash bank and stocked service bar.
- Upsold daily specials and beverage promotions to exceed daily sales goals.
- Consulted with managers to organize special events and promotions.
- Orchestrated numerous social functions, including private parties, business meetings and formal engagements.
- Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
Education
Jupiter High School
Jupiter, FLCommercial Arts
North Technical Education Center
Riviera, FLInterrogation Techniques
Wicklander-Zulawski Certified
02.2020
Skills
- Security measures
- Case report writing
- Loss prevention expertise
- Interviews and interrogations
- Adaptability
- Customer service
- Teambuilding
- Project Management
- Detail-oriented
- Responsible
- Fraudulent activities investigations
- EAS auditing proficiency
- OSHA expert
- Loss prevention assessment programs
- Problem analysis and resolution
- Hard working
- Highly Motivated
- Team Player
- Verbal and written communication
- CCTV installation
- Basic math
- Multitasking abilities
- Teamwork
- Reading comprehension
- Cultural awareness
Timeline
Asset Protection Manager
Walmart
03.2019 - 04.2021
Asset Protection Associate
Walmart
07.2015 - 01.2019
Hospitality Specialist
Frenchman's Reserve Country Club
03.2010 - 04.2015
Hospitality Assistant
Someplace Restaurant
10.2008 - 02.2010
Store Manager
Blockbuster Video
06.2005 - 03.2010
Jupiter High School
Commercial Arts
North Technical Education Center
Interrogation Techniques
Wicklander-Zulawski Certified