Nichole Denisoff
Castlegar,BC
Summary
Dynamic and results-oriented professional with extensive experience at Walmart, excelling in roles that demand critical thinking and excellent communication. Proven track record in enhancing customer satisfaction and reducing complaints by fostering teamwork and implementing effective solutions. Skilled in organization, time management, and leveraging cultural awareness to address and mitigate security and service challenges.
Overview
14
14
years of professional experience
Work History
Loss Prevention Officer
Walmart
Nelson, BC
01.2022 - Current
- Completed incident reports and activity logs for accurate, current records.
- Patrolled store premises to detect and prevent shoplifting and security breaches.
- Monitored employee compliance with company policies, promptly addressing any violations or concerns as needed.
- Conducted daily store walk-throughs to identify potential security risks.
- Responded quickly to emergency alarms and calls for assistance for improved issue prevention.
- Investigated and documented thefts and suspicious activity to improve issue prevention.
- Collaborated with law enforcement to detain and prosecute theft perpetrators.
- Observed video surveillance systems for prompt emergency response.
- Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible, and directing shoppers to safety.
- Monitored surveillance cameras and alarm systems to detect suspicious activity.
- Evaluated exhibited behaviour and age of suspected perpetrators to calculate appropriate response to suspected theft attempts, erring on side of caution to mitigate liability risk.
Customer Service Manager
Walmart
Nelson, BC
02.2011 - 12.2022
- 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.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
Education
License Certificate - Security Services
Justice Institute of British Columbia
Vancouver, BC03.2022
Diploma - High School
LV Roger’s
Nelson, BC06.2010
Graduate Certificate - Cosmetology Studies
Selkirk College
Nelson, BC04.2010
Skills
Organization and Time Management
Clerical Support
Self-Motivated
Critical Thinking
Cultural Awareness
Decision-Making
Data Entry
Excellent Communication
PPE Compliance
Written Communication
Languages
English
Native or Bilingual
Timeline
Loss Prevention Officer
Walmart
01.2022 - Current
Customer Service Manager
Walmart
02.2011 - 12.2022
License Certificate - Security Services
Justice Institute of British Columbia
Diploma - High School
LV Roger’s
Graduate Certificate - Cosmetology Studies
Selkirk College