Shawnae Goodson
Belen,NM
Summary
Able to quickly adapt in a demanding environment while achieving deadlines. Able to address problems while maintaining ethics and guidelines of the business. Exceptional speaker within a business environment with a skill to teach and lead others to achieve company goals. Demonstrate exceptional knowledge of business policies and guidelines while being able to maintain customer service with peers as well as employees. Able to evaluate own plans for improvement of plans by adapting new ideas and concepts within company.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Asset Protection Operations Coach
Wal-Mart Supercenter
12.2018 - 12.2024
- Reduced inventory shrinkage from 2.01% to 1.63% by conducting thorough audits and implementing effective loss prevention strategies.
- Kept up-to-date on industry best practices, attending seminars and conferences to ensure continued professional growth in asset protection management field.
- Provided expert guidance on product placement strategies aimed at deterring potential theft or damage while maintaining aesthetics appeal within the store environment.
- Supported business continuity planning efforts by identifying critical operations, developing contingency plans, and testing recovery procedures in the event of a natural disaster or other catastrophic event.
- Improved employee safety through the development and enforcement of workplace safety policies and procedures.
- Contributed to the development of risk management plans, addressing potential threats to physical assets as well as intangible assets such as confidential information and brand reputation.
- Assisted in recruiting, training, and managing asset protection team members for optimal performance and results.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Asset Protection Associate
Wal-Mart, Inc.
10.2016 - 12.2018
- Works directly with Store Managers and Asset Protection Manager to build strong partnerships that leads to successful leadership in the stores to reduce shrink
- Responsible in providing a safer environment for employees and customers by responding to and creating safe work practices
- Initiates theft deterrent with implementing awareness throughout the store by driving customer service and associate engagement
- Prepares and review shrink prevention in the store by developing leaders to analyze paper shrink and correcting errors with integrity
- Leads with integrity and ethical behavior by creating investigations based on facts and policies while concluding with accurate business decisions
- Patrolled store departments to check for suspicious activities.
- Monitored and analyzed customer behavior to identify and respond to potential theft and fraud incidents.
- Utilized security systems and CCTV to monitor store activities and detect possible security incidents.
- Apprehended 30 external thefts monthly
- Investigated 15 internal thefts yearly
Customer Service Manager
Walmart
07.2015 - 08.2016
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed approximately 30 incoming calls and customer interactions per day
Accounting Office Associate
Wal-Mart, Inc.
01.2010 - 08.2014
- Used a computer, coin counter, tellermate, and check encoder in daily routines
- Handled thousands of dollars daily
- Operate computers programmed with accounting software to record, store, and analyze information
- Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes
- Prepare bank deposits by compiling data from cashiers, verifying and balancing receipts, and sending cash, checks, or other forms of payment to banks
- Comply with federal, state, and company policies, procedures, and regulations
- Compile statistical, financial, accounting or auditing reports and tables pertaining to such matters as cash receipts, expenditures, accounts payable and receivable, and profits and losses
- Reconcile or note and report discrepancies found in records
Customer Service Supervisor
Wal-Mart, Inc.
01.2009 - 01.2010
- Operated a cash register for cash, check and credit card transactions with a 98% accuracy
- Alerted customers to upcoming sales events and promotions
- Identified potential shoplifters and alerted management
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Education
Master’s Program - Criminal Justice with a Concentration in Administration
University of Phoenix
Phoenix, AZ01.2018
Bachelor’s Program - Criminal Justice with a Concentration in Administration
University of Phoenix
Phoenix, AZ01.2015
Associate’s Program - Criminal Justice with a Concentration in Administration
University of Phoenix
Phoenix, AZ01.2013
Skills
- Computer skills including Excel, Word and PowerPoint
- Customer Service leader by maintaining up to date knowledge of programs
- Integrity leader in Professionalism
- Typing skills 35 words a minute
- Dependable and committed to a challenge
- Able to quickly learn new programs and software to assist with new demands
- Operational excellence
- Business process improvement
- Cross-functional team coordination
- Production scheduling
Accomplishments
- Supervised team of 300 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Wicklander-Zulawski Certified, WalMart - May 2019
Languages
English
Native or Bilingual
Timeline
Asset Protection Operations Coach
Wal-Mart Supercenter
12.2018 - 12.2024
Asset Protection Associate
Wal-Mart, Inc.
10.2016 - 12.2018
Customer Service Manager
Walmart
07.2015 - 08.2016
Accounting Office Associate
Wal-Mart, Inc.
01.2010 - 08.2014
Customer Service Supervisor
Wal-Mart, Inc.
01.2009 - 01.2010
Master’s Program - Criminal Justice with a Concentration in Administration
University of Phoenix
Bachelor’s Program - Criminal Justice with a Concentration in Administration
University of Phoenix
Associate’s Program - Criminal Justice with a Concentration in Administration
University of Phoenix
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