JAMES SPARKS
Milford,CT
Summary
Seasoned PRO Customer Experience Manager at Home Depot, adept in customer feedback management and procedure writing. Spearheaded training programs, driving significant improvements in retention and engagement. Expertise in asset protection and loss prevention across multiple retailers, enhancing operational efficiency and reducing shrink by over 60 basis points in a competitive market.
Overview
30
30
years of professional experience
Work History
PRO Customer Experience Manager
Home Depot
01.2022 - Current
- Drive the PRO experience in the store.
- Coach, teach, and train associates on delivering the customer experience.
- Maintain day-to-day operations in the building.
Department Supervisor
Home Depot
01.2020 - 01.2022
- Developed and implemented departmental policies and procedures.
- Conducted performance reviews for staff members.
- Monitored department operations to ensure productivity standards were met.
Asset Protection Supervisor
Home Depot
01.2018 - 01.2020
- Conducted investigations into suspected internal and external theft cases.
- Ensured compliance with all federal, state, and local laws regarding asset protection.
Multi Store Asset Protection Manager
Macy's
05.2014 - 09.2017
- Lead Asset Protection Executive for two stores
- Control and supervise a staff of 8 AP associates
- Responsible for the AP budget and shortage programs within 2 stores
Owner
Guardian Woodworks & Home Remodeling
09.2011 - 05.2014
- Fully licensed contractor with experience in Kitchen design to full home restorations
Regional Loss Prevention Manager
Limited Brands
01.2011 - 09.2011
- Guided, conducted and resolved investigations for 24 stores within 2 Northeastern states totaling over 84 million in volume
- Orchestrated LP budgets and shortage programs for my assigned stores
- Conducted store visits and assessments
- Built partnerships with store management, District and Regional managers to drive shrink programs and Awareness programs, resulting in 4 of the 6 Target stores exceeding shortage goal
- Utilized XBR exception reports to identify potential shrink, resulting in over 50 internal cases
District Asset Protection Manager
The Atlantic and Pacific Tea Co.
10.2008 - 10.2010
- Expedited, conducted and resolved investigations for 44 stores within 3 Northeastern states totaling over 286 million in volume
- Developed LP budgets and shortage programs
- Conducted store visits and assessments with in my assigned area
- Partnered with store management, District and Regional managers in driving shrink programs and Awareness programs, resulting in an improvement of 60 basis points below company average
- Utilized R.E.I exception reports to identify potential shrink resulting in admissions and restitution totaling $100,000
- Headed and supervised a staff of 5 Asset Protection detectives
National Fraud Investigator
The Mobile Solution
01.2007 - 10.2008
- Monitored, analyzed and interpreted statistical data in order to detect potential fraud and shortage recovery opportunities
- Conducted and resolved investigation across the continental United States resulting in over 100 internal cases and $141,000 in restitution
- Implemented fraud training classes for the field for new existing sales representatives
- Operated covert investigations using electronic surveillance and outside agencies
Regional Loss Prevention Manager
KB-Toys
01.2005 - 01.2007
- Facilitated, conducted and resolved investigations for 60 stores within 7 Northeastern states totaling over 130 million in volume
- Planned all LP budgets and shortage programs
- Conducted store visits and assessments
- Coordinated with store management, District and Regional managers to drive shrink and Awareness programs
District Loss Prevention Manager
TJX Corporation
01.2000 - 01.2005
District Loss Prevention Specialist
Bradlees Inc.
01.1996 - 01.2000
Education
Criminal Justice -
Sacred Heart University
01.1992
Criminal Justice -
Housatonic Community College
01.1991
Skills
- Customer feedback management
- Retention management
- Procedure writing
- Engagement strategy development
- Training programs
- Marketing automation
Timeline
PRO Customer Experience Manager
Home Depot
01.2022 - Current
Department Supervisor
Home Depot
01.2020 - 01.2022
Asset Protection Supervisor
Home Depot
01.2018 - 01.2020
Multi Store Asset Protection Manager
Macy's
05.2014 - 09.2017
Owner
Guardian Woodworks & Home Remodeling
09.2011 - 05.2014
Regional Loss Prevention Manager
Limited Brands
01.2011 - 09.2011
District Asset Protection Manager
The Atlantic and Pacific Tea Co.
10.2008 - 10.2010
National Fraud Investigator
The Mobile Solution
01.2007 - 10.2008
Regional Loss Prevention Manager
KB-Toys
01.2005 - 01.2007
District Loss Prevention Manager
TJX Corporation
01.2000 - 01.2005
District Loss Prevention Specialist
Bradlees Inc.
01.1996 - 01.2000
Criminal Justice -
Sacred Heart University
Criminal Justice -
Housatonic Community College
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