Zachary Malcore
De Pere,WI
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
12
12
years of professional experience
Work History
Customer Experience Manager
The Home Depot Inc
Green Bay, Wisconsin
08.2023 - Current
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Mentored new and tenured associates looking to advance within their current role.
- Stepped into Operations role while store was down an Assistant Store Manager.
Department Supervisor
The Home Depot
Green Bay, WI
05.2022 - 08.2023
- Trained and mentored new associates on department policies and procedures.
- Addressed employee issues and conflicts to provide input, feedback, and coaching.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated tasks appropriate to individual employees to provide development opportunities.
- Assessed displays for proper stock, checked store organization, and kept aisles clear of obstacles.
- Provided added support to Manager on Duty by carrying keys and answering MOD calls.
Security Officer
Star Protection and Patrol
Green Bay, WI
01.2021 - 03.2023
- Secured personnel and premises by inspecting buildings and patrolling property.
- Guarded restricted areas to prevent unauthorized entry.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
- Monitored premises and recorded activity in daily officer reports.
- Completed incident reports to record security or loss prevention incidents.
- Provided security for Wisconsin Governor Tony Evers
Asset Protection Specialist
The Home Depot
Green Bay, WI
03.2021 - 05.2022
- Constructed detailed case and investigative reports for local authorities.
- Detained shoplifters, following local laws and company policies governing apprehensions.
- Investigated shoplifting incidents by reviewing video footage, interviewing witnesses and apprehending suspects when necessary.
- Utilized effective communication skills to interact professionally with customers, colleagues and law enforcement personnel.
- Monitored surveillance cameras, identified suspicious activities and reported incidents to management.
- Conducted regular audits of store operations to ensure compliance with policies and procedures.
911 Public Safety Telecommunicator
Brown County
Green Bay, WI
06.2020 - 01.2021
- Worked closely with supervisors and managers to ensure efficient operations within the communications center.
- Coordinated communication among multiple agencies during large scale incidents or disasters requiring a unified command structure.
- Managed multiple phone lines while ensuring that all incoming calls were answered promptly and professionally.
- Served as a liaison between the public safety agency and other government entities such as utility companies or road departments.
- Answered incoming emergency and non-emergency calls from the public, assessed callers' needs, and dispatched appropriate personnel.
- Utilized mapping systems to provide assistance in locating addresses or other information requested by officers on the street.
Assistant Store Manager of Operations
Wal-Mart Supercenter
Green Bay, WI
09.2017 - 06.2020
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.
- Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.
- Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees.
- Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement.
- Analyzed inventory trends to guide product ordering and develop sales promotions to minimize overstock.
- Boosted sales through attractive merchandise presentation, competitive pricing and adequate inventory.
- Maintained a safe working environment by enforcing safety regulations and conducting regular inspections.
- Scheduled staff to assign employee shifts to meet departmental and business needs.
- Assisted in the development and implementation of store policies and procedures.
Support Manager
Walmart
Green Bay, WI
03.2016 - 09.2017
- Created weekly schedules for team members and enforced timely shift start and end times.
- Evaluated performance of support staff and provided coaching to improve performance.
- Provided ongoing training to maintain productivity and effectiveness of staff.
- Monitored staff interactions with customers to provide real-time coaching.
- Improved internal processes to increase customer response times and employee productivity.
- Fostered positive and inclusive team culture for support staff.
Asset Protection Team Leader
Target
Green Bay, WI
09.2015 - 09.2017
- Ensured that all asset protection systems were functioning properly at all times.
- Analyzed data trends in order to identify potential areas of vulnerability or risk.
- Assisted in developing policies relating to theft prevention and asset protection practices.
- Provided assistance during emergency situations such as robberies or burglaries.
- Investigated all reported incidents involving customers or employees that could result in financial loss.
- Collaborated with other departments in order to resolve any discrepancies or disputes over merchandise returns or exchanges.
- Participated in regular meetings with management personnel in order to discuss current initiatives and challenges.
- Responded quickly to customer inquiries related to asset protection issues.
- Maintained up-to-date knowledge on applicable laws related to asset protection.
- Identified opportunities for improvement within the department's processes and procedures.
Security Training Officer
Valor Security
Green Bay, WI
10.2013 - 09.2015
- Investigated complaints related to violation of company policies or breach in its internal controls.
- Analyzed security incidents and reported findings to senior management team.
- Reviewed reports submitted by staff members regarding suspicious activities observed at workplace premises.
- Ensured timely resolution of all identified issues during audit process.
- Developed and implemented security training programs for new and existing employees.
- Collaborated with other departments to coordinate emergency preparedness plans and strategies.
Sales Associate
Target
Green Bay, WI
10.2012 - 05.2013
- Helped customers find specific products, answered questions, and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Worked with fellow sales team members to achieve group targets.
- Developed trusting relationships with customers by making personal connections.
- Assessed customer needs to provide assistance and information on product features.
Education
High School Diploma -
Bay Port High School
Green Bay06-2012
Skills
- Relationship Building
- Excellent Communication
- Customer Relationship Management (CRM)
- Written Communication
Accomplishments
- Regional Vice President Award Recipient
Timeline
Customer Experience Manager
The Home Depot Inc
08.2023 - Current
Department Supervisor
The Home Depot
05.2022 - 08.2023
Asset Protection Specialist
The Home Depot
03.2021 - 05.2022
Security Officer
Star Protection and Patrol
01.2021 - 03.2023
911 Public Safety Telecommunicator
Brown County
06.2020 - 01.2021
Assistant Store Manager of Operations
Wal-Mart Supercenter
09.2017 - 06.2020
Support Manager
Walmart
03.2016 - 09.2017
Asset Protection Team Leader
Target
09.2015 - 09.2017
Security Training Officer
Valor Security
10.2013 - 09.2015
Sales Associate
Target
10.2012 - 05.2013
High School Diploma -
Bay Port High School
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