Kimberly Baldwin
Birmingham,AL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Sams Wholesale
Hoover, AL
08.2021 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Evaluated and authenticated returns, exchanges and voids.
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
Asset Protection Associate
Walmart
Hueytown, AL
05.2015 - 08.2021
- Maintained safety and security of premises, visitors and employees.
- Identified potential shoplifters and alerted management.
- Partnered with store managers on basis to conduct loss investigations.
- Produced well-written reports detailing shoplifting and attempted theft.
- Maintained store compliance with physical security schematics to protect assets.
- Detained shoplifters and contacted local law enforcement for immediate assistance.
- Implemented customer and associate safety protocol to promote asset security.
- Mitigated risk and oversaw internal and external shoplifter apprehension and detention.
- Conducted investigations related to inventory discrepancies and shrinkage control.
- Identified shoplifters and apprehended perpetrators according to company policies.
- Participated in weekly meetings with management teams to discuss loss prevention topics.
- Executed safety protocols to protect the store's assets.
- Trained new employees on loss prevention policies and best practices.
Asset Protection Associate
Home Depot
Fairfield, AL
09.2012 - 05.2015
- Partnered with store managers on basis to conduct loss investigations.
- Identified potential shoplifters and alerted management.
- Reviewed CCTV footage to obtain evidence of theft.
- Detained shoplifters and contacted local law enforcement for immediate assistance.
- Completed patrols of store aisles to provide visible deterrent and check for criminal activity.
- Established relationships with local law enforcement agencies as needed.
- Conducted regular security checks throughout the store to identify any areas of concern.
Cashier
Walmart
Fairfield, AL
10.2008 - 09.2012
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Answered customer questions and provided store information.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Worked closely with front-end staff to assist customers.
- Learned roles of other departments to provide coverage and keep store operational.
- Verified customer age requirement for alcohol or tobacco purchases.
Education
High School Diploma -
West End High School
Birmingham, AL05-1998
Skills
- Handling Escalations
- Project Management
- Workflow Management
- Training and mentoring
- Complaint resolution
- Schedule Coordination
- Loss Prevention
- Decision-Making
- New Hire Training
Timeline
Customer Service Manager
Sams Wholesale
08.2021 - Current
Asset Protection Associate
Walmart
05.2015 - 08.2021
Asset Protection Associate
Home Depot
09.2012 - 05.2015
Cashier
Walmart
10.2008 - 09.2012
High School Diploma -
West End High School
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