Edward Pagan
San Jose,California
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
10
10
years of professional experience
Work History
Safety and Operations Specialist
Hilton
San Jose, CA
09.2025 - Current
- Conduct comprehensive inspections of interior offices, common areas, building systems spaces, and exterior perimeters to ensure safety, security, and operational readiness.
- Support facilities operations by identifying and reporting maintenance, life-safety, and building systems issues (HVAC, lighting, fire/life safety, access points) via Amadeus (Facilities Software) and coordinating with Engineering and Executive Management for resolutions.
- Coordinate with housekeeping management to plan and deploy staffing resources for high-traffic areas during conferences and special events to ensure cleanliness, safety and service standards are met. Tracking standards and dispatching housekeeping personnel via Amadeus software.
- Manage access control and key control, monitor restricted areas, and enforce security protocols to protect personnel, property, and confidential environments.
- Respond to and manage emergency situations including medical incidents, fire/life safety alarms, power or system issues, and threats to life or property, ensuring compliance with established procedures.
- Initiate and document incident investigations with accuracy and discretion; prepare detailed reports via MS Shift reporting software, that is suitable for executive leadership review and compliance requirements.
- Collaborate with executive leadership, engineering, and housekeeping teams to promote safe work practices and ensure compliance with safety standards.
- Provide professional, client-focused service by responding to inquiries and resolving issues calmly and efficiently while maintaining a high standard of confidentiality.
- Led on-site risk management operations by identifying, assessing, and mitigating safety, security and operational risks across the property. Coordinated with engineering and housekeeping to ensure that incident reporting remained compliant and emergency response met company standards.
Asset Protection Supervisor
Nordstrom
San Jose, CA
07.2019 - 08.2024
- The Supervisor of Asset Protection (AP) is responsible for supervision of Asset Protection teams in the store they support
- This supervision includes recruiting, development, performance oversight and budgeting
- This position is responsible for the execution of the company shrinkage reduction strategy within their store/building
- The Asset Protection Supervisor is responsible for the safety and security of employees, theft prevention, enhancing company profitability, and alignment with company values and business strategy
- The Asset Protection Supervisor is expected to partner with cross functional store leaders to support the retail asset protection business
- Lead by example and execute the organizational strategy set by the AP Division
- Develop strong relationships within the store, inclusive of Store Manager, Service Experience, Inventory Accuracy and Human Resources, being the leader in shrink impacting subjects
- Act as Owner of building security and safety, educating the store on emergency preparedness topics and assisting employees in safety incidents
- Monitor and communicate all reports to ensure that AP incidents and cases are reported and documented properly
- Results driven leader through leveraging data to identify trends to mitigate internal and external theft
- Lead execution of company shrink program and directives, including shrink reduction plans and detecting issues of theft and dishonesty
- Strong People Leader, hiring and developing talent that has the competencies to support internal and external investigations, auditing, shortage reduction programs and AP awareness programs and system controls
- The Asset Protection Supervisor is data driven leveraging reporting to identify risks and mitigate issues that reduce loss and maximize profitability
Loss Prevention Officer
Kohl's
Campbell, CA
03.2018 - 06.2019
- Monitors customer and associate activities in the store for potential theft of Kohl’s assets. Takes appropriate action to prevent theft; apprehends individuals engaged in theft activity when prevention is not effective
- Conducts surveillance and apprehension of external theft suspects in compliance with Kohl’s Ethical Standards and Apprehension Guidelines
- Assists in internal theft investigations in compliance with Kohl’s Ethical Standards and Apprehension Guidelines
- Accurately completes all statistical and incident reports. Maintains all apprehension and investigation records according to Kohl’s standards
- Develops and maintains knowledge and use of CCTV surveillance equipment
- Performs other duties as assigned. Examples may include, but are not limited to: assisting in loss prevention activities in other stores, attending court hearings on Kohl’s behalf, collecting public record information from local law enforcement agencies, assisting in the preparation and taking of inventory, USA counts and processing known theft markdowns
- Assists in monitoring store compliance with Kohl’s policies and procedures relating to theft deterrence, safety and operational controls, as assigned by Supervisor. Informs Supervisor and Store Management of shortage control opportunities
- Participates in raising awareness to shortage control and loss prevention programs through implementation of and participation in Shortage Control and Safety Meetings, new hire orientation for associates and regular touchbases with store associates
- Maintains a working knowledge of the store’s alarm system and EAS system
- Performs other duties as assigned. Examples may include assisting in the preparation and taking of inventory, USA counts, and processing known theft markdowns
Asset Protection Detective
Macy's
San Jose, CA
08.2017 - 03.2018
- Use surveillance techniques to help identify and apprehend individuals who shoplift and dishonest employees
- Understand and leverage de-escalation tools in order to provide a safe and secure environment for our customers and colleagues
- Recover stolen merchandise
- Research and provide statements and evidence to support investigations
- Prepare reports on theft incidents, investigations, and audits
- Maintain strict compliance with the law and company policies regarding apprehensions, searches, and evidence preservation
- Build and maintain partnerships with store colleagues, as well as outside groups, such as law enforcement
- Testify in court for criminal and civil cases
- Train colleagues on protocols to help protect company assets
- Respond to alarm conditions and work on special assignments
- Facilitate first aid for customers and colleagues
Asset Protection Specialist
Target
San Jose, CA
04.2016 - 07.2017
- Support total store sales and increase profitability by ensuring product is in stock and available to our guests
- Resolve theft by using good judgement and conducting high-quality apprehensions in shortage focus areas while strictly adhering to policy and procedures and AP leadership guidance
- Identify theft trends by leveraging technology, reporting and surveillance tactics
- Drive a theft prevention culture by implementing action plans of AP leadership to reduce shortage by improving processes and merchandise protection standards
- Identify, escalate and support internal theft investigations at the direction of AP leadership
- Prevent theft by gathering intelligence and communicating important issues
- Understand and appropriately use video systems to monitor theft activity and support internal cases
- Respond to security incidents and submit appropriate documentation for all incidents following AP policy and procedures
- Lead a physical security and safety culture for our team members and guests by creating awareness and training safe and secure standards throughout the building
- Provide service and a shopping experience that meets the needs of the guest
- Model safe behaviors at all times while maintaining a clean store
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
- Work in a safe manner at all times to benefit yourself and others; identify and correct hazards; comply with all safety policies and best practices
Education
Bachelor of Arts - Business Administration
University of Arizona
Tucson, AZAssociate of Science - Criminal Justice
San Jose City College
San Jose, CaliforniaSkills
- Safety Risk Identification & Mitigation
- Workplace Safety
- Incident Response & Report Documentation
- Knowledge of CCTV Monitoring Systems
- Team leadership & Training
- First Aid Training
- Emergency Management & Business Continuity
- Emergency Response Planning
- Access Control Management
- Court testimony preparation
- Facilities Operations Support & Coordination
Timeline
Safety and Operations Specialist
Hilton
09.2025 - Current
Asset Protection Supervisor
Nordstrom
07.2019 - 08.2024
Loss Prevention Officer
Kohl's
03.2018 - 06.2019
Asset Protection Detective
Macy's
08.2017 - 03.2018
Asset Protection Specialist
Target
04.2016 - 07.2017
Bachelor of Arts - Business Administration
University of Arizona
Associate of Science - Criminal Justice
San Jose City College