Excel
Nicholas Avalos
North Ridgeville,OH
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Life Safety Manager
Life Enriching Communities
11.2023 - 08.2024
- Promoted workplace safety by implementing enhanced lockout and tagout maintenance processes.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Reduced accident rates through proactive hazard identification, analysis, and mitigation strategies.
- Conducted thorough incident investigations to identify root causes and prevent future occurrences.
- Championed a positive safety culture by promoting employee involvement in health and safety initiatives.
- Collaborated with management to develop campus-wide safety policies, procedures, and guidelines.
- Facilitated safety meetings and handled inquiries, questions and concerns in terms of training.
- Developed and executed training programs for employees, improving overall safety awareness and compliance.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
Customer Relations Management Supervisor
Progressive
10.2021 - 01.2024
- Consistently plan, direct, manage and evaluate workflow for team of up to 19 consultants
- Expert in coordinating work activities to achieve volume expected to meet operational requirements
- Constantly monitor and coach performance of direct reports (19) according to established monitoring standards with call listening and key performance metrics
- Provide timely, accurate, specific and actionable feedback to direct reports with creating coaching plans for each person
- Recognizes and recommends operational improvements to have more efficiency for customers
- Ensure team and myself are current on products, services and procedures
- Facilitates team meetings on a monthly basis and team huddles twice weekly to ensure information is being facilitated - Handles escalated issues as needed
- Partners with manager to continually develop skills and improve results
- Participates in site level initiatives with support from others
- Gives feedback to address both performance strengths and opportunities in an overall positive way with respect and integrity.
Emergency Communications Officer
Progressive
06.2019 - 10.2021
- Monitored and responded to security systems, including Access Control, burglar alarms, CCTV systems and Weather Advisories
- Proactive crime deterrence utilizing Progressive's security reporting systems
- Generated incident reports through on-line incident reporting system
- Monitored various security and notification systems (both locally and nationally)
- Notified appropriate personnel of alarms or required actions
- Adhere to Standard Operating Procedures (SOP) detailing specific ECC officer job responsibilities.
Customer Service Representative
Progressive
04.2018 - 06.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Served as a mentor to new hires during onboarding.
- Identify customer's motive for calling and understands customer's insurance needs
- Responded to customer requests for products, services, and company information.
- Processing cancellations, renewals, reinstatements, endorsements, payments, and state/federal filings on Progressive systems
- Advocate for and educates on Progressive's products and services
- Use software applications to track, gather information, and answer inquiries
- Partnered with coach and supervisor to continually develop skills and improve results
- Constantly educating myself on current products, services and procedures
- Expert in adapting to customers’ style and behavior to better serve their needs.
Asset Protection lead Investigator
Saks Fifth Avenue
09.2017 - 04.2018
- Investigate internal and external fraud
- Complete exception-based reports daily while looking for trends and behaviors
- Managed the key control process
- Provided mentoring and guidance to junior investigators as they navigated their career paths within the industry.
- Involved in emergency preparedness and response
- Complete monthly high shrink department audits throughout the store
- Respond to Alarm Calls
- Conduct monthly Asset Protection meetings
- Ensure building safety and security checks daily.
Asset Protection Manager/ Operations Assistant Manager
Wal-Mart
10.2015 - 04.2017
- Review Internal and external fraud investigations daily with the use of exception reports and CCTV
- Partnered with local law enforcement agencies to share information about potential threats or suspicious activity in the area, including counterfeit currency and fraudulent returns
- Partnering with cash office team on all financial matters; identifying cause of cash shortages, working within anti money laundering procedures, inspect possible counterfeit bills, and teach and train all associates on cash handling protocols during a robbery
- Create action plans for each high shrink department
- Identify safety concerns, create safety action plan, teach and train staff on safe work habits
- Direct Manager of a team of 9 individual contributors
- Investigate high ticket items during shipping intake
- Complete weekly audits of hazardous waste material and compliance
- Reviewed P&L reports monthly
- Partner with 3rd party vendors to complete monthly food safety inspection, including sanitary effectiveness.
Loss Prevention Lead Detective
J.C. Penny
09.2013 - 10.2015
- Responsible for shrink audits throughout the store
- Acted as liaison between retail location personnel and corporate Loss Prevention department, facilitating effective communication of concerns and updates.
- Teach and train associates on safety issues during monthly meetings in a town hall setting
- Conducted covert surveillance operations to identify, apprehend, and deter shoplifters within the retail environment.
- Worked closely with law enforcement for updates on trends in the area .
- Provide customer service as needed
- Complete Internal investigations daily while using and creating exception reports
Camera Operator
Dillard's
03.2013 - 09.2013
- Implemented loss prevention strategies to minimize theft risks without compromising customer service standards.
- Reduced merchandise shrinkage by conducting regular audits and implementing loss prevention strategies.
- Supported loss prevention efforts through proper merchandise handling and inventory control practices.
- Trained team members on best practices for inventory management and loss prevention techniques.
IOS Technical Advisor
Apple
06.2012 - 01.2013
- Provided expert guidance on iOS hardware and software compatibility, ensuring seamless integration for endusers.
- Conducted comprehensive research on emerging technologies to stay abreast of industry trends and advancements.
- Maintained current knowledge of AppleCare policies, providing accurate information during customer interactions.
- Minimized downtime for clients by promptly identifying root causes of technical issues and implementing appropriate fixes.
- Delivered exceptional customer support, addressing technical inquiries in a timely manner.
- Documented troubleshooting steps and resolutions, contributing to knowledge base resources for future reference.
- Enhanced user satisfaction by troubleshooting and resolving complex iOS software issues.
- Established strong rapport with clients, fostering trust in technical expertise and advice provided.
Loss Prevention Detective/ Trainer
Sears Holding
10.2010 - 12.2012
- Responsible for shrink and safety audits throughout store
- Teach and train associates on safety issues during monthly meetings in a town hall setting
- Partner with other loss prevention personnel in district for training new associates
- Strengthened internal controls through frequent compliance checks on cash handling procedures, reducing opportunities for employee theft.
- Provide customer service as needed
- Detect and deter external theft when possible, apprehend suspects when needed
- Complete Internal investigations daily while using and creating exception reports
- Install PTZ, fixed and covert cameras throughout the store
- Built strong relationships with local law enforcement agencies, fostering collaboration between organizations on joint initiatives for crime reduction.
Education
High School Diploma -
Southview High
08.2004 - 05.2009
Skills
Operations Management
Software
Word
PowerPoint
Avigilon Video Management Systems
S2 - Access Control
Kantech Access Control
Cloud Badging ID Card
KeyScan Access Control
Onshift Scheduling
Timeline
Life Safety Manager
Life Enriching Communities
11.2023 - 08.2024
Customer Relations Management Supervisor
Progressive
10.2021 - 01.2024
Emergency Communications Officer
Progressive
06.2019 - 10.2021
Customer Service Representative
Progressive
04.2018 - 06.2019
Asset Protection lead Investigator
Saks Fifth Avenue
09.2017 - 04.2018
Asset Protection Manager/ Operations Assistant Manager
Wal-Mart
10.2015 - 04.2017
Loss Prevention Lead Detective
J.C. Penny
09.2013 - 10.2015
Camera Operator
Dillard's
03.2013 - 09.2013
IOS Technical Advisor
Apple
06.2012 - 01.2013
Loss Prevention Detective/ Trainer
Sears Holding
10.2010 - 12.2012
High School Diploma -
Southview High
08.2004 - 05.2009
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