Christopher Johnson
Phoenix,AZ
Summary
To assist in an environment that allows me to utilize my strong leadership skills by leveraging my interpersonal, communication, leadership and coaching skills to drive a high performing team. Passionate about implementing policy and procedural changes to maximize production and ensure company success. Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
18
18
years of professional experience
Work History
Loss Prevention Agent/Supervisor
Winco Foods
06.2022 - Current
- Supervise and manage Loss Prevention operations for multiple stores
- Demonstrates professionalism and excellent judgment in a fast paced retail environment
- Detects, apprehends and processes shoplifters in accordance with company policies and local laws/regulations
- Contributes to the safe resolution of concerning situations within the store using verbal-de-escalation techniques paired with professional presence
- Prepares and submits reports involving investigations and Loss Prevention (LP) matters
- Researches and archives general liability incidents via C.C.T.V
- Participates in internal company investigations
- Testifies at legal and court proceedings on behalf of the company
- Works with local, state and government agencies regarding company matters
- Participates in maintenance of loss prevention and safety programs
- Conducts loss prevention audits
- Detects, investigates and reports hazardous workplace incidents and issues
- Provides store support by promoting loss prevention and safety awareness
- Provides LP training to store staff
- Maintains loss prevention office and equipment to established standards
- Identifies and troubleshoots and reports issues with C.C.T.V
- Equipment.
Owner
Mile 4 Mile Brokerage
09.2021 - 06.2022
- Supervise and manage all operations of the business
- Managed all monthly profits and losses with complete accuracy
- Scheduled all pickup and deliveries ensuring no delays in arrival times
- Partnered with commercial drivers to pick up and deliver vehicles to correct addresses on time without incident
- Set proper expectations with the client on transportation protocols and actual time frames expected for pick up and delivery.
Owner/Operator
D&C Hauling LLC
01.2021 - 09.2021
- Supervise and manage all operations of the business
- Partnered with brokers to pick up and deliver vehicles to correct addresses on time without incident
- Managed all monthly profits and losses with complete accuracy
- Scheduled all pickup and deliveries ensuring no delays in arrival times
- Obeyed all safety regulations outlined by FMCSA
- Maintained a clean driving record with no traffic citations or accidents
- Adhered to all weigh station and highway patrol inspections without any costly infractions
- Built relationships with over 20 dealerships in multiple states to continue supporting them.
Loyalty Associate
AT&T
01.2020 - 01.2021
- Took ownership of customer issues and provided complete end to end issue resolution by utilizing resources available
- Lead team in all customer service-based metrics
- Saved 88% of customers who called in to cancel their services
- Full knowledge of all systems we use to assist our internal/external customers
- Team motivator and subject matter expert
- Made outbound calls to customers to solve delivery or product issues
- Assisted team in difficult situations, made suggestions to solve difficult situations
- Partnered with leadership to lessen their workload while accomplishing my own workload
- Coached teammates and other peers on systems, behaviors and different viewpoints to solve difficult issues.
Contact Center Supervisor
The Home Depot
10.2018 - 03.2019
- Supervise and manage a team of 9 to 22 Customer Service Representatives who support General Merchandise/Major Appliance new orders and existing orders
- Maintained daily and weekly statistics for direct reports, analyzed department results, and completed team reports as required
- Supervise and onboard new hire Supervisors
- Utilize customer service expertise to coach towards meeting and exceeding company goals via 1:1 Coaching, Integrated Coaching and Fly-By's
- Drive a team culture, supporting The Home Depot's Core Values, to drive high performing and engaged associates to be a top performing team in our site
- Uphold associate accountability through accurate documentation of performance discussions in MSS to drive growth and sustain expectations
- Provide guidance to new leaders on policy and procedure, systems and assist them in their onboarding experience
- Provide mentorship to leaders and associates striving for leadership to assist in their development within the company
- Assisted in interviewing/hiring new associates and on-boarding/training of new hires
- Resolve customer escalations
- Facilitate bi-weekly coaching as well as team meetings to ensure associate development and associate engagement
- Partner with supply chain, warehouse's, operations directors, stores and peers for timely resolution to issues
- Serve as point of escalation for customers requiring advanced expertise in order to resolve complex customer issues
- Conducted monthly call monitoring to ensure policy compliance and exceptional customer service.
Quality Assurance Specialist
The Home Depot
02.2018 - 10.2018
- Coach and develop new/existing associates by evaluating remote/live calls to measure skills in use of scripts, product knowledge, company policies and procedures, sales goals, etiquette, efficiency, and professional courtesies
- Selected as one of the initial QA team members to travel to Ogden, Utah for training to aid in initial ramp up for training of Supervisors and Managers
- Provided support to Training Specialists with new hire classes, including the ramp up of the center
- Created and implemented 'Call Flow' document utilized in new hire training classes
- Assisted in designing training modules on soft skills and facilitated to new and existing Associates
- Recognized and provided feedback on training gaps; partnered with appropriate parties to implement
- Assigned a 'Captainship' to assist in educating Leadership on the Positive Coach Approach
- Ran calibration sessions with Supervisors and Managers to ensure quality guidelines are met
- Facilitated QA presentation to new hire classes to educate on QA and guidelines
- Awarded multiple Home Awards for: Taking Care of our People and Delivering Excellent Customer Service.
Resolutions Expediter
The Home Depot
06.2017 - 02.2018
- Took ownership of customer issues and provided complete end to end issue resolution by utilizing resources available
- Lead team in all customer service-based metrics
- Full knowledge of all systems we use to assist our internal/external customers
- Team motivator and subject matter expert
- Made outbound calls to customers to solve delivery or product issues
- Assisted team in difficult situations, made suggestions to solve difficult situations
- Partnered with leadership to lessen their workload while accomplishing my own workload
- Coached teammates and other peers on systems, behaviors and different viewpoints to solve difficult issues.
Customer Service Representative
The Home Depot
03.2016 - 06.2017
- Met or exceeded all metrics since the start of employment
- Trained in General Merchandise and TREX
- Able to de-escalate customers with understanding of their needs
- Full knowledge of systems used to assist our internal/external customers
- Selected Team Captain for both supervisors
- Motivate team to push each other by initiating daily contests
- Coached team in CRM dispositions
- Co-chaired team meetings/contests.
Sales Agent
FedEx Sales
10.2015 - 03.2016
- Team lead for the Leads department for 3 months
- Generated an average of one million dollars in sales per month
- Placed outbound calls to customers to sell FedEx shipping products/services
- Kept a log of all calls and detailed notes
- Provided customers with necessary discounts for major accounts
- Lead the department in total sales 6 months in a row.
Automotive Technician
Ketchum's Automotive
08.2012 - 10.2015
- Performed service on most makes and models of vehicles
- Sold customers all needed repairs and maintenance items
- Averaged 30K of revenue month over month
- Completed all jobs in a timely manner with minimal mistakes
- Retained customers by explaining the value of their purchase.
Military Police Officer
US Army
02.2006 - 02.2012
- Lead squad of 12 in daily training/combat missions
- Performed security procedures, including patrolling and physical security
- Extensive experience conducting security related procedures in urban environments
- Strong communications skills in a multitude of cultures
- Excellent problem-solving skills
- Provided protection services for classified territory, personnel and equipment
- Skilled in gathering sensitive intelligence data
- Prison guard experience with focus in escorting and searching of prisoners
- Efficiently executed searches of automobiles, personal property, buildings and assigned surroundings
- Guarded entry and exit points of restricted areas
- Seven months experience at a Military Prison for Iraqi Prisoners of War classified as 'trustee' status to 'death row'
- Provided security for special ceremonies and events
- Received extensive training in Close Quarters Battle, Urban Warfare, and Advance Military Operations on Urban Terrain Techniques.
Education
Military Police Education in Law Enforcement -
United States Army Military Police School
Fort Leonard Wood, MO07.2006
High School Diploma -
Paint Valley High School
Bainbridge, OH05.2006
Skills
- Microsoft Office 10 years experience
- Loss Prevention Strategies
- Incident Reporting
- Asset Protection
- Surveillance Techniques
- Report Preparation
- Maintaining Confidentiality
- Professionalism
- Ethical Conduct
- Attention to Detail
- Conflict Resolution
- Emergency Response
- Time Management
- Interpersonal Skills
- Teamwork and Collaboration
- Interviewing Techniques
- Decision Making
- Customer Service
- Organizational Skills
- Problem Solving
- Policy Implementation
- Staff Training
- CCTV Monitoring
- CCTV Systems
- Retail Operations
- Critical Thinking
Timeline
Loss Prevention Agent/Supervisor
Winco Foods
06.2022 - Current
Owner
Mile 4 Mile Brokerage
09.2021 - 06.2022
Owner/Operator
D&C Hauling LLC
01.2021 - 09.2021
Loyalty Associate
AT&T
01.2020 - 01.2021
Contact Center Supervisor
The Home Depot
10.2018 - 03.2019
Quality Assurance Specialist
The Home Depot
02.2018 - 10.2018
Resolutions Expediter
The Home Depot
06.2017 - 02.2018
Customer Service Representative
The Home Depot
03.2016 - 06.2017
Sales Agent
FedEx Sales
10.2015 - 03.2016
Automotive Technician
Ketchum's Automotive
08.2012 - 10.2015
Military Police Officer
US Army
02.2006 - 02.2012
Military Police Education in Law Enforcement -
United States Army Military Police School
High School Diploma -
Paint Valley High School
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