Jeana Redfern
Stockett,MT
Summary
Dynamic Loss Prevention Officer with proven expertise at Wal-Mart Supercenter in theft prevention and incident reporting. Adept at collaborating with law enforcement and training staff, resulting in enhanced security measures and improved team performance. Strong problem-solving abilities and a commitment to customer satisfaction drive success in high-pressure environments.
Overview
16
16
years of professional experience
Work History
Loss Prevention Officer
Wal-Mart Supercenter
06.2011 - 08.2018
- Completed incident reports and activity logs for accurate, current records.
- Patrolled store premises to detect and prevent shoplifting and security breaches.
- Monitored employee compliance with company policies, promptly addressing any violations or concerns as needed.
- Conducted daily store walk-throughs to identify potential security risks.
- Investigated and documented thefts and suspicious activity to improve issue prevention.
- Assisted in the apprehension of shoplifters, adhering to company policies and legal guidelines during each incident.
- Collaborated with law enforcement to detain and prosecute theft perpetrators, appearing in court hearings to provide honest and full eyewitness testimony of events.
- Observed video surveillance systems for prompt emergency response.
- Served as a key point of contact for staff members, addressing any loss prevention-related questions or concerns in a timely and professional manner.
- Interviewed suspects, customers and witnesses to obtain helpful information and statements.
- Coordinated with local law enforcement agencies to strengthen community partnerships and deter criminal activity within the store premises.
- Trained personnel on security best practices, protocols and procedures.
Customer Service Manager
NEW/Asurion
03.2002 - 12.2010
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
Education
No Degree - Psychology + Child Development
College Of Great Falls
Great Falls, MT05-1996
High School Diploma -
Charles M. Russel/ CMR
Great Falls, MT05-1992
Skills
- Theft prevention
- CCTV monitoring
- Incident reporting
- Investigations
- Asset protection
- Surveillance techniques
- Security systems
- Law enforcement collaboration
- Safety promotion
- Trespassing prevention
- Evidence collection
- Retail operations
- Staff training
- Conflict resolution
- CCTV systems
- Risk management
- Teamwork and collaboration
- Customer service
- Attention to detail
- Multitasking Abilities
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- MS office
- Relationship building
- Conflict resolution techniques
- Exceptional telephone etiquette
- Quality assurance
- Handling escalations
- Call center management
- Positive and constructive feedback
- Deadline oriented
- Product knowledge
- Training and coaching
- Staff management
- Escalation handling
- Call center operations
- New hire training
- Policy enforcement
- Performance evaluations
- One call resolution
- Turnover minimization
- Verbal and written communication
- Team building
Timeline
Loss Prevention Officer
Wal-Mart Supercenter
06.2011 - 08.2018
Customer Service Manager
NEW/Asurion
03.2002 - 12.2010
No Degree - Psychology + Child Development
College Of Great Falls
High School Diploma -
Charles M. Russel/ CMR
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