Zachary Arnold

• Initiated and led asset protection theft investigations following SOP.
  Partnered with leadership team to support asset protection knowledge and awareness.
• Ensured PRS were enforced as per given SOP.
  Kept track of shrink reports as they were distributed, developing strategies in order to reduce high theft zones.
• Worked with police on investigations and complied when information was needed.
• Utilized Gentec Security Desk to document and surveil theft and store operations.
• Managed and communicated AP Alerts through Auror.
• Assist in sales floor operations and keep track of active customer callouts.
• Greeting customers as they enter the store letting them know I am there to assist them as well as creating pressure for persons of interest who may otherwise be more likely to act out a theft without someone at the front.

• Cultivated relationships with business owners in territory and provided support to drive small business solutions.
• Assisted in proper card signage placement as well as provided educational services on processor rates and fees.
• Met, negotiated, and closed with over 1200 business owners in Northeast Florida, providing loans, card services, processors, and POS terminals to assist in small business operations.
• Consulted business owners on advertising solutions within the American Express network.
• Coached struggling Territory Managers on providing and closing solutions with business owners.
• Set three records across my region for completed and closed visits, percentage of loan solutions provided, and most efficient Territory Manager in the US.

• Assembled, maintained, and repaired system hardware.
• Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
• Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
• Utilized variety of tools and diagnostic equipment to complete repairs.
• Followed detailed repair and maintenance procedures for consumer products.
• Explained diagnostic findings to customers and outlined repair or service options.
• During this time I was needed to fill in as a temporary leader for Back of Precinct to assist the temporary CIA at the time.
• Led IT based training to consultation agents with gaps in knowledge.

Contract Role

• Supported in final resolution for all tickets beyond SLA and managed difficult user situations and high level user issues.
• Final stop point for all ticket escalation guaranteeing resolution once the ticket reached my desk.
• Held trainings for all lower level teams to educate on proper escalation procedure.
• Managed a team of around 8 specialists including scheduling, time off, and coaching, as well as serving as a final stop point for escalated issues at the Tier 3 level.

• Assembled, maintained, and repaired system hardware.
• Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
• Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
• Utilized variety of tools and diagnostic equipment to complete repairs.
• Followed detailed repair and maintenance procedures for consumer products.
• Explained diagnostic findings to customers and outlined repair or service options.

• Culled technology knowledge to perform IT troubleshooting, restoration, and maintenance services to provide client satisfaction and piece of mind.
• Built rapport quickly and persuaded customers to invest in a membership without applying pressure.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Diagnosed and troubleshot hardware and software.
• Researched and identified solutions to technical problems.

• Initiated and led asset protection theft investigations following SOP.
• Partnered with leadership team to support asset protection knowledge and awareness.
• Maximized staff and customer protections by enforcing optimal COVID-19 prevention protocols.
• Ensured PRS were enforced as per given SOP, assisted in spiderwrapping and caging product following the PRS given.
• Kept track of shrink reports as they were distributed, developing strategies in order to reduce high theft zones.
• Worked with police on investigations and complied when information was needed.
• Maintained DVR system and cabling after self teaching how to operate, maintain, and utilize DVR, as well as DVR coaxial and channel cables.
• Managed store alerts through outlook.