James Hooper

• Responsible for successfully developing strategies, leading, and managing a networkwide multidiscipline team of managers, professionals, and contractors (with a headcount of approximately 200+), for an international retail organization to safeguard people, product, and assets. This included direct coaching and development of the team.
• Extensive experience in supporting various business operations such as corporate headquarters, call centers, retail, and fulfillment centers (14 locations in the US and internationally concurrently). Developed a culture of trust and consistency across a large network of these varied business units.
• Directly accountable for budgeting and maintaining a 5+ million-dollar annual operational budget and P/L throughout the network including budgeting and forecasts.
• Recruit, develop and maintain expectations for managers, individual contributors, and teams throughout the network.
• Successfully negotiate and partner with stakeholders and vendors to support the business through developing business relationships that offer the best possible service for the best prices resulting in saving the company 7% year over year in 2023.
• Conducted regular travel throughout the network to inspect and ensure appropriate levels of service are maintained for the business.
• Develop and implement policies, procedures, and training within best practice frameworks to protect clients and assets.
• Developed and implemented KPI metrics and led QBR assessments for multiple security vendors throughout the network to measure effectiveness and efficiency in alignment with contracted services. Developed and implemented a system of survey and audits of the security program, policies, and procedures.
• Conducted complex contract negotiations and implementation of onboarding new security, safety vendors and consultants. This allowed for reduced costs to the business while providing increased service overall.
• Create and implement strategies and solutions for mitigating threats in areas such as: access management, physical (guarding) services, cybersecurity, threat management, executive/ travel protection.
• Extensive knowledge in development and implementation of physical security operations, business continuity, and safety initiatives in alignment with best practice principles.
• Successfully led multiple highly complex projects and initiatives including opening and closing of facilities such as headquarters, call centers, retail stores and fulfillment centers.
• Developed and implemented a network safety and security strategy including policies/ procedures, team development/ training, and finance/ costs associated with the program.
• Led a team of proactive loss prevention and threat specialists that minimized or eliminated shrink throughout the business including prosecution of an internal individual that defrauded the business of over 100k dollars.
• Created a relationship of understanding and support for safety and security initiatives within executive decision makers through open communication and partnerships.
• Led the development of the internal RACI program to delineate responsibilities during incidents while creating a program of proactive preparation using tabletop exercises and ongoing training for stakeholders.
• Developed and led security and safety outreach initiatives including hosting Seattle Police to teach “Women’s Personal Safety” classes to our team members and FEMA earthquake preparedness classes.
• Developed and updated policies to keep employees safe from violence and harassment in workplace.
• Monitored and authorized employee and guest access to guard against theft.
• Recruited and managed competent personnel to handle security needs and maintain adequate coverage.
• Maintained records of incidents such as break-ins or employee infractions for reporting purposes.
• Investigated security breaches and took appropriate measures to minimize damage.
• Improved resource planning and allocation by streamlining security and administrative programs, business management operations and inventory control.
• Coordinated training sessions for personnel on topics such as crisis management, workplace violence prevention, and terrorism awareness.
• Directed the development, implementation, and maintenance of security policies, procedures, and programs.
• Created and rolled out budget for security department.
• Periodically reviewed existing policies and procedures and made recommendations to improve security.
• Participated in continuing education and seminars to learn about latest threats and risk prevention methods.
• Evaluated current security operations and personnel to detect areas in need of improvement.
• Supervised staff responsible for providing customer service at entrances and exits and ensuring that visitors are properly identified before entering the premises.
• Evaluated existing processes to determine if additional controls are needed to protect sensitive information from unauthorized access.
• Created emergency response plans for natural disasters or other emergencies.
• Oversaw management and maintenance of security-related tools, documents, standards and processes to maintain sustainable, compliant infrastructure.
• Reviewed incident reports to identify trends and areas for improvement in security operations.
• Managed budgets related to security operations including staffing costs, equipment purchases.
• Investigated allegations of theft or misconduct by employees or customers.
• Reviewed security practices prior to events and identified potential weaknesses.
• Interviewed and hired security personnel with strong skill sets and expertise.
• Served as a liaison between the organization's leadership team and law enforcement agencies during criminal investigations or civil litigation proceedings involving the company.
• Analyzed data from surveillance cameras to identify patterns of suspicious behavior.
• Developed strategies to prevent crimes with educational and community-based initiatives.

· Direct sales of life and health insurance licensed in 14 states.

· In addition to sales, I conducted follow up and assisted customers with resolving complex issues including potential legal implications.

· Provided extensive customer service both in person, by phone and virtually.

· Met and exceeded required sales expectations.

• Provided advice on financial planning and insurance policies.
• Followed up with clients regularly to ensure satisfaction with services provided.
• Advised clients on coverage amounts needed based on individual circumstances.
• Used mailings and phone solicitation and made presentations to groups at company-sponsored gatherings to gain new clientele.

• Responsible for the physical security account at the Anthem corporate headquarters, including external interview and hiring of 10 officers, facilitated security and client training, payroll, and scheduling, coaching and disciplinary action for security, KPI Management and Client Partnership Development.
• Monitored and authorized employee and guest access to guard against theft.
• Maintained records of incidents such as break-ins or employee infractions for reporting purposes.
• Investigated security breaches and took appropriate measures to minimize damage.
• Coordinated training sessions for personnel on topics such as crisis management, workplace violence prevention, and terrorism awareness.
• Analyzed security bulletins, gathering information on software vulnerabilities and patches.
• Directed the development, implementation, and maintenance of security policies, procedures, and programs.

• During my employment, I performed a multitude of roles including Sworn Deputy Sheriff, Home Electronic Monitoring and Jail Supervisor, Roanoke County Police Academy Instructor, Advanced Gang and Interview/ Investigations, FEMA Disaster Management.
• Rendered assistance to accident victims and other persons requiring first aid for physical injuries or medical crises.
• Arrested and transported suspects or prisoners to jail or court to maintain custody.
• Wrote detailed arrest and accident reports.
• Testified in court in connection with criminal prosecutions to support judicial process.
• Attended meetings with higher-level administrators regarding policy changes or updates.
• Prepared detailed documentation of felony-level property and violent crimes investigations.
• Strengthened traceability by developing organization systems for criminal prosecution case logs, records, reports and agendas.
• Investigated potential cases of misconduct among staff members or civilian employees.
• Exceeded specific team goals and resolved issues by partnering with colleagues to share and implement service initiatives.
• Created monthly reports summarizing activities within the department.
• Conducted preliminary or follow-up investigations of various crimes or other incidents to close open cases.
• Responded to radio messages or telephone instructions to appear at scenes of disorder or crime.
• Collected and preserved evidence associated with crimes, supporting investigations
• Conducted investigations into complaints against personnel or departmental policies.
• Served warrants, subpoenas, and summonses, encouraging adherence to legal proceedings.
• Monitored radio communications between units in order to provide assistance when necessary.
• Attained staff feedback to deliver information to superiors for corrective action.
• Monitored and investigated suspicions persons and situations and unusual activities.
• Reviewed incident reports written by subordinates for accuracy before submitting them for review.
• Ensured compliance with all applicable laws, regulations, and ordinances by subordinates.