a publication from the international association of...
TRANSCRIPT
A publication from the International Association of Interviewers 2014 ISSUE 1
© 2014 Center for Interviewer Standards & Assessment, Ltd.
SPONSORED BY 2
Editors
Joseph Nay, CFI Heinen’s [email protected]
Cary Jones, CFI VisionWorks, [email protected]
Stefanie Hoover, CFI Verisk [email protected]
Journal Committee
Benjamin Robeano, CFI Big [email protected]
Donald Ward, CFI, CFE [email protected]
David Dehner, CFI Silver Creek Associates
Cheryl Floccare, CFI, LPC Tractor Supply Company
Lansing Williams, CFI Big [email protected]
Kevin Larson, CFI [email protected]
Ken Bennett, CFI, PCI [email protected]
Joe Davis, CFI [email protected]
Jodie Murphy, CFI Gap [email protected]
Jim Kelley, CFI [email protected]
Andy Santiago, CFI [email protected]
Jared Costa, CFI Auto [email protected]
James McLemore, CFI Bealls Department Stores
Jack Ternan, CFI G4S Secure Solutions
Everett Stein, CFI Tractor Supply [email protected]
Shane Jennings, CFI, CFE Music & Arts Centers [email protected]
Robert Figueroa, CFI Rent-A-Center
Paul Joeckel, CFI Auto [email protected]
Allison West, Esq., SPHR Employment Practices [email protected]
Wayne Hoover, CFI Wicklander-Zulawski, Inc.
David Zulawski, CFI, CFE Wicklander-Zulawski & Associates, Inc.
NSIDER
By Wayne Hoover, CFIExecutive Director of IAI The International Association of Interviewers (IAI) and Vector Security want to recognize and celebrate remarkable women in the loss prevention industry. We set out on this quest, to first and foremost, recognize some outstanding loss prevention practitioners which also happened to be women. We selected individuals that are well-rounded, tenured in the profession, value continuing education and are all-around excellent leaders in their organizations as well as the overall loss prevention field. With only a small fraction of women at the highest ranking level of the loss prevention hierarchy, it’s important to recognize stellar women in the field to continue to attract other women into such an amazing industry full of opportunity. The fact is that mainstream media don’t celebrate strong, successful women as much as they should. In fact, it’s only 40 percent of all content. In the loss prevention world, I’m sure it’s less. It’s time we reverse that trend. It was an incredibly difficult feat choosing which remarkable women IAI would feature for our first annual “Remarkable Women in Loss Prevention” special edition. IAI based its criteria on the key principles of IAI and then narrowed it down, based on these additional criteria: • Industry Commitment – Making time to get involved is a deep commitment. Our honorees are significantly involved in developing people and this industry through committing their time to industry events, associations and work groups. • Dedication to Learning – It takes a confident person to admit she doesn’t know everything. Our honorees understand that life is a journey of learning and have an external commitment to learning demonstrated by certifications, memberships and involvement. • Leadership Qualities – IAI embraces the ancient concept of “servant leadership” and our honorees embody those qualities. One of the most important descriptions of a servant leader is gratitude. In this issue, each honoree describes an individual(s) that they are grateful for in their career. • Career Journey – A career path can be as diverse as the individuals you meet along the way. Our honorees have taken different paths which provides valuable and unique lessons along the way. There is not one “right” career path as our honorees demonstrate. IAI will continue to recognize and honor remarkable women in the loss prevention field each year by devot-ing a special edition of the CFInsider to them, as well as columns in our regular publication and dedicated space on our w ebsite: certifiedinterviewer.com. Congratulations to Carmen, Towanna, Sherri, Jodie and Nicole! You each are uniquely remarkable women in loss prevention and we appreciate your contribution to our industry! Wayne Hoover, CFIExecutive DirectorInternational Association of Interviewers
Recognizing Remarkable Loss Prevention
Professionals
SPONSORED BY 3
Carmen DuBose, CFI, LPCRegional Vice President of Loss Prevention, Hibbett Sports
Her JourneyCarmen DuBose initially describes herself as “Homegrown Hibbett!” This is an endearing term used at Hibbett Sports for associates with outstanding tenure at the organization. Carmen has been with Hibbett for almost 15 years. According to Carmen, there has been valuable benefit to staying in one environment. “Loyalty is an important quality to me,” she said. “I’ve been loyal to Hibbett and Hibbett has been loyal to me. I was extremely lucky to find the right company for me right out of college.”
“I’ve been on both sides of the business: operations and loss prevention. From a career standpoint, that’s been beneficial because I know the com-pany’s in’s and out’s and that helps me to be a better decision-maker.”
Carmen’s current role includes responsibility for overall protection of the company’s assets including people, profitability, and brand. She started with Hibbett as a part-time sales associate and quickly worked her way up to store manager, managing three different retail locations.
“The last store I ran was one of the highest shrinkage stores in the company before I became manager,” said Carmen. “This was the first time in my retail career where I became heavily involved in the Loss Prevention side of the job and decided that this was what I wanted my career path to be.” She then started as a Regional Loss Prevention Manager covering up to 70 stores across 10 states. Navigating through the ranks, Carmen achieved Director of Loss Prevention in 2008, supervising seven Regional LPMs. She then became Regional Vice President of Loss Prevention in February 2014 and currently supervises 11 RLPMs covering 500 stores, a Loss Prevention Analyst, and a Corporate Office LP Associate.
Her PhilosophyCarmen attributes her rise in the corporate ranks to a few key philosophies. She has an internal work ethic that is second to none. “A strong work ethic is the reason I have been able to achieve my goals in my career. As a young Regional Loss Prevention Manager, I was deemed a ‘road warrior’ who would burn up the roads. I had the mentality that I needed to do whatever I could, day in and day out, to help my company, employees, and stores reach their goals,” she said.
When asked what advice she would give to loss prevention professionals, Carmen said, “My advice to anyone would be to not limit yourself or feel limited in your career by preconceived notions. If you work hard, don’t cut corners, be fair, consistent, and add value to your company each and every day, you will be noticed and rewarded.”
For anyone that conducts interviewing in any fashion, you know that this job function is much more than a task. Carmen is certainly no different. She handles interviewing with the utmost respect and understands that each time she walks into the interviewing room she’s changing a life with that experience. When asked about the interviewing part of the loss prevention job, Carmen stated, “This type of work has opened my eyes to the humanity of people, especially when I’m talking to someone and trying to analyze whether or not what they are telling me is the truth. One thing I’ve really enjoyed is learning about the behaviors of people and how people react to questions I ask them.”
IAI’s Remarkable Women inLoss Prevention recognizes…
“The best part of my job is training and developing my team,” said Carmen. “Seeing a new Regional Loss Prevention Manager reach his or her goals
makes my job rewarding.”
SPONSORED BY 4
Her GratitudeCarmen is often described by her colleagues as a “servant leader.” By living by the servant leadership principles, Carmen is sincerely grateful for those that have impacted her career. She pointed out a few of those individuals:
“I admire Joan Manson from the Container Store for reaching out into the industry and even beyond her company to advance the opportunities for women in our profession.”
“Big thanks to Scott Myers, Vice President of Human Resources and Loss Prevention for Hibbett Sports, for believing in me enough to hire me into the Loss Prevention field 12 years ago. I am truly blessed to learn from and work for such a talented industry professional who exhibits the highest standards of ethics and integrity. I am also extremely grateful to my team who exhibit the highest standards in their work and make my job gratifying.”
Her Commitment to Life-Long LearningCarmen graduated from the University of Alabama with a Bachelor of Science degree in Healthcare Management. She is a Certified Forensic Inter-viewer (CFI) and holds a Loss Prevention Certified (LPC) designation from the Loss Prevention Foundation. She is also a member of the International Association of Interviewers (IAI). When asked why certifications were important to Carmen she said, “Since I did not have an educational background in Loss prevention/Asset Protection, I have looked for continued education opportunities like LPC and CFI, which have given me a solid foundation for the field.”
“This type of work has opened my eyes to the humanity of people...”
Her Personality…If you were in a movie, what movie star would play you?
“Sandra Bulloch, because she can be very sincere and compassionate but she can also be goofy and funny. I want to be someone that has a positive aura. The most successful people are high-energy and positive, and I try to exude that to my people and hopefully our team exudes that in the stores. If LP people could be seen as positive – it would help the overall industry and profession.”
Thank you Vector Security for helping us honor all women in the loss prevention industry!
SPONSORED BY 5
Towanna Bazile, MBA, CFISenior Investigator/Corporate Security, AT&T
Her JourneyThere’s not much you can throw at Towanna Bazile, MBA, CFI that she hasn’t dealt with in her 24 years in the industry. At the age of 20, Towanna began her professional career as a jailer in a detention center. She entered the sheriff’s deputy academy and became the youngest member of a class of over 50 cadets, and one of only four females.
Towanna built her career on extensive law enforcement experience including detention, processing, jail records, courts, personnel, patrol and as a member of the department’s new hire training team.
She began her retail experience at CVS Caremark Corporation and continued to build gaining experience in various roles and verticals. Towanna describes the benefits of her various experience: “It’s incredible to have such a diverse background because you’ll never get boxed into one position. I have experience in law enforcement, pharmacy, retail, nonprofit and specialty. Within each of those footprints, I’ve taken on multiple responsibilities including, distribution loss prevention, corporate security, risk management and safety.”
Towanna currently works within AT&T’s Asset Protection Unit, responsible for corporate security and investigations in the Southwest Region. She transitioned to AT&T from Cricket Communications, a recent AT&T acquisition. Her daily responsibilities at Cricket included loss prevention ini-tiatives and security enforcement, investigations, workplace injury & illness incidents management, auto and general liability incidents management, safety and regulatory programs and compliance, the creation and delivery of loss prevention and safety/security communication, and the training and coordination of physical security systems and processes at the corporate-owned locations.
Her PhilosophyTowanna’s philosophies are rooted in spiritual faith in God, as well as the belief that nothing is impossible. She surrounds herself with positive think-ers and is always counted on to be the one thinking of ways to achieve outstanding results.
“As a woman and a minority, I can say that while this has traditionally been a male-dominated profession, if you are willing roll up your sleeves and put in the effort and garner results, you can succeed,” said Towanna.
Towanna believes in instilling confidence in those around her. Her colleagues describe her as intelligent, knowledgeable and experienced. Another key philosophy for Towanna is that she strongly believes continuing education and life-long learning is a requirement for advancement both profes-sionally and personally.
When it comes to the art of interviewing, Towanna believes in respect and walking into the interview situation knowing that this individual has a “why” behind their actions. She describes talking with them in a calm and collected manner while getting to know them. “I always remember that respect is a two-way street,” said Towanna. “You can get to their unique ‘why’ respectfully and if you get to that, it will open up all new opportunities for that conversation.”
“It’s incredible to have such a diverse background because you’ll never get boxed into one position.”
“Expect to move forward on your own merit, not on the coat tails of others,” said Towanna. “Be tenacious when obstacles and challenges
appear. Remember to focus on the solution, not the problem.”
SPONSORED BY 6
Her GratitudeDue to her spiritual connection, Towanna is no stranger to showing gratitude and appreciation for those that have helped her along the way. Towan-na acknowledges these people in her own words:
“I have a tremendous amount of gratitude and appreciation for LP professional Robert Archie because he gave me my first opportunity in the corporate arena. He was looking for the right fit to assist him with creating and implementing LP policies and procedures within company distribu-tion centers after a recent acquisition. He had a law enforcement background and desired to have someone who also had an LE background to assist him. I took the leap of faith and transitioned from LE to LP and over the course of three years, he filled me with his in-depth knowledge of Physical Security, Workplace Safety, OSHA compliance, Risk Management, Workers Compensation, and Corporate Security. This experience, combined with my multi-year experience in LE and investigations, opened the door for me to take another leap of faith and relocate to step into a director of risk management role overseeing LP, Risk Management, and Safety & Security for a large non-profit organization. He and I are still professional friends today.”
“I also have tremendous gratitude for my former supervisor Bob Hays, MBA, CPA and retired CFO. His insight is invaluable. We talk and meet often. Through him I discovered you cannot be well-rounded without having a sound understanding of finance, both professionally and personally.”
“And last, but certainly not least, I have gratitude for my mother. She was a single parent with two small children on government assistance, and not once did she ever think she could not achieve what she defined as success. By the time I was a teen, she was a homeowner, had obtained her associ-ate’s degree, and had earned her social worker certification. It was her that I learned the power of hard work and perseverance.”
Her Commitment to Life-Long LearningTowanna holds a Bachelor of Science in Administration of Justice from Texas Southern University and a Masters of Business Administration from the University of Phoenix. Towanna is a Certified Forensic Interviewer (CFI) and member of the International Association of Interviewers (IAI). For Towanna, just belonging to these associations doesn’t mean much without getting involved and attending Webinars, networking events or serving on a committee.
Her Personality…Favorite Movie? Men of Honor
Favorite Music? Nico & Vinz and Mail Music
If you were in a movie, what movie star would play you? Angela Bassett
If you could switch places with one person in the LP world – who would it be? “Wow! This one is hard! I would want to ‘shadow’ two LP professionals, Gus Downing because he is innovative, and Keith White, VP of LP at the Gap for his insight on strategy, leadership and emotional intelligence.”
SPONSORED BY 7
Vector Security Congratulates
Outstanding Women in Loss Prevention
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SPONSORED BY 8
Sherri DindalSpecializing in Global Investigations, Case Management and Training & Development for The Home Depot
Her Journey“I can’t believe they pay me to do this!” thought a 19-year-old store detective named Sherri Dindal. Ever since falling in love with loss prevention early in her career, Sherri has had an incredible run cover-ing multiple different retail environments, including big-box retail, pharmacy, and grocery. Within each of those environments, Sherri’s experience grew exponentially in areas such as investigations, organized retail crime, operations, training and employee development.
One of Sherri’s greatest strengths in her diverse career is being able to identify, not only the loss prevention side in any operational challenge, but also the operational side in any loss prevention challenge. “Having a diverse background also helps build relationships,” said Sherri. “Because most of the time, I’ve had experience that can relate to their challenges.”
Sherri’s current function as a global investigator for The Home Depot is very complex. In her role as AP learning delivery agent, she develops asset protection training for The Home Depot’s Asset Protection College and classrooms. These responsibilities include web-based learning, performance support including HD University, case management system administration, development and creation of audit content for AP organization and providing investigative support to all personnel in the AP field—totaling almost 2,000 employees.
Her PhilosophySherri’s passionate about learning and staying relevant by gaining experience in and outside of her area of expertise. She believes in building collab-orative relationships and always seeks to inspire others. Sherri’s known for her up-beat nature and her aptitude for taking on various challenges that others discard.
“It’s so important for people to use their position to lift others up,” said Sherri when asked about inspiring others. “A true leader inspires others and develops them instead of using their power like a hammer to bring people down.”
“Everything I do is centered on service, people, teaching and training, delivering results and influencing people to be holistic leaders,” said Sherri. “I spend a great deal of time focusing on development of field teams, mentoring leaders in the organization and sharing my expertise of investigations, operational excellence and profitability.”
Sherri is described by others as an energetic problem solver who gets to the core issues quickly. Her “can do” attitude makes her a positive addition to any team.
“Having a diverse background also helps build relationships,” said Sherri. “Because most of the time, I’ve had experience
that can relate to their challenges.”
“A true leader inspires others and develops them instead of using their power like a hammer to bring people down.”
SPONSORED BY 9
Her GratitudeThe great Walt Disney once said, “It seems to me shallow and arrogant for any person in these times to claim they are completely self-made, that they owe all their success to their own unaided efforts. Many hands and hearts and minds generally contribute to anyone’s notable achievements.”
Sherri acknowledges the many hands, hearts and minds that helped contribute to her career in her own words:
“Janet Emerson, who is Executive Vice President of Operations at Meijer, provided me with significant opportunities. I look up to her as a significant woman in leadership. She has always been very influential on my career. She has been a huge mentor to me to make me want to be better than I was the day before — the type of person that inspired me to work hard for her.”
“Gus Downing, editor and publisher of the D&D Daily, is a phenomenal partner and truly an innovator in our field.”
“Terri Williams was the first leader to really take a genuine interest in my development to be the kind of leader I am today.”
“Debbie Walker, with the Lucas County Sheriff’s Department in Ohio, was the first person to give me a chance at 19 years old and is constantly tell-ing me how proud she is of me.”
Her Commitment to Life-Long LearningA life-long learner, Sherri holds multiple certifications. She is also working toward her Certified Forensic Interviewer (CFI) certification. Some of Sherri’s continuing education achievements include:
• Surveillance Operator Level 3 CSO — Surveillance, Counter Surveillance, Surveillance Detection, Surveillance Ops • SQL — Level 1, New Horizons Computer Learning Centers • OSHA 10-hour Certification, Michigan Occupational Safety & Health Administration • Heartsaver CPR and AED Instructor, American Heart Association • Interview and Interrogation — Home Depot, Wicklander-Zulawski & Associates • Interview & Interrogation Basic & Advanced, Wicklander-Zulawski & Associates
“The CFI certification is the most challenging certification out there that not everyone is going to achieve,” said Sherri. “I am pushing myself for this certification because I have a ton of respect for Wicklander-Zulawski & Associates (WZ) and I want to be the expert in that part of the business. Overall, WZ has played a big part in my career, teaching me more than general interviewing techniques. It’s more than a method. As you train, you collaborate with others to make the classes more impactful. It helps set me up for success.”
Her Personality…Favorite Book?Entire Harry Potter series — all 7Favorite Movie?GoodFellas
SPONSORED BY 10
Jodie Murphy, CPP, CFISenior Manager of Global Investigations, Gap Inc.
Her JourneyJodie Murphy’s first experience with Loss Prevention was working her way through college by picking up shoplifters at a department store. Jodie admits she enjoyed the work at the time, but never envi-sioned LP as a career. She spent the first 10 years after school working in a couple of different compa-nies gaining experience in various LP positions including LPM, Regional and Corporate Trainer. Her first experience was in the specialty world as Director of LP for a Junior’s apparel chain. She describes this as a valuable job providing experience in various aspects of LP she previously hadn’t been respon-sible for: distribution, transportation, budgets, technology, and operations.
For Jodie, who has now been at Gap Inc. for 20 years, it seems like just yesterday that she joined the team as a Regional Loss Prevention Manager. With more than 3,500 locations in 48 countries, Gap Inc. is an ever-evolving business with unique challenges presented daily “At Gap Inc. I’ve worked for most of the brands at one time or another. I’ve worked in the field as an RLPM, in Corporate as Director of Corporate Security and now I lead the Gap Inc. Global internal investigations team.”
Jodie also leads Gap Inc. Standard’s Committee, focusing on ensuring best-in-class internal and external case reporting and documentation. She also leads its annual protection assurance audit initiative that focuses on data security at the POS within all locations, as well as Gap Inc.’s Women in LP committee.
As the Certified Forensic Interviewer (CFI) liaison, Jodie supports individuals currently studying for their CFI certification.
“I’ve spent the majority of my career at Gap Inc. because it is a well-respected company that truly makes a difference in the world on lots of levels,” said Jodie. “I’ve also been fortunate to have extraordinary leaders and solid programs. Keith White is an amazing leader that finds ways to retain tal-ent and create a best-in-class LP program.”
Her PhilosophyJodie has her own unique markers of success within herself and her career. Personal development, industry involvement and a strong network of col-leagues are extremely important to this executive.
Personal development -- “Investing in my personal development has been important,” said Jodie. “A supervisor or company can support the effort but it’s up to you to choose the path and focus. Always look for opportunities to obtain continuing education credits to maintain the CFI designa-tion.”
Industry involvement -- “Get involved in the industry. So many local organizations have been formed over the past few years that most cities have some sort of professional organization that offers networking and training opportunities appropriate for LP professionals. Right now, electronic crimes is a hot topic, and Federal law enforcement groups offer meetings. There are also Financial Crimes Associations who meet, ORC law enforce-ment partnerships to foster, IAI chapters for CFI’s, and annual conferences for NRF, RILA and ASIS, which all offer great networking venues. For me, networking has always had value.”
Strong network -- “LP is such a small world and you never know when you may need to benchmark an idea or discuss best practices with a colleague from another LP team. It’s so much easier to do if you have a strong network through which you can reach out.”
“LP is such a small world and you never know when you may need to benchmark an idea or discuss best practices with a colleague from another LP team. It’s so much
easier to do if you have a strong network through which you can reach out.”
SPONSORED BY 11
For women specifically, Jodie advises to have a well-thought-out opinion and a relevant point of view ready to share within your organization. She urges women to add value to the conversation. “I started in LP when there were very few women leaders, especially at the Director or VP levels. Since then, women have made great progress in earning leadership spots, but we need to continue to strive for these positions,” said Jodie. “Get a seat at the table and make good use of it.”
When it comes to the craft of interviewing, Jodie believes her interviewing skills have enabled her to be successful in her job in a very important way. “Not only am I resolving investigations and obtaining truthful admissions,” said Jodie, “but doing so in a legal and humane manner that protects the employee experience and allows me to do my job in a very professional way.”
“Every interview counts – every conversation counts,” said Jodie, “The most important thing is getting to the truth and treating everyone with respect.”
Her GratitudeGiving back is extremely important to Jodie, so mentoring is tremendously important to her. She believes having an advocate in your corner with whom you can be transparent and who will “keep it real” is invaluable. In the spirit of keeping it real, Jodie has gratitude for some industry trailblaz-ers.
“I’d like to publicly thank Doug Wicklander and Dave Zulawski. I’ve used the interviewing skills that I learned early on throughout my entire career. The knowledge and awareness that comes from the skill of interviewing overlaps in many areas of both work and personal life. You can become more observant, a better listener, and use these skills to influence others throughout your career. Learning to be a competent interviewer has been instrumental in most LP jobs I’ve done. Many LP professionals have built great careers from being strong interviewers. It is staggering the amount of people Doug and Dave have impacted throughout the industry.”
“The skills you learn and the WZ method – it impacts your life in many areas. I had no idea when I attended my first Wicklander-Zulawski training class 27 years ago that Doug and Dave would be teaching me the skills that would ultimately become such a foundation of my LP career.”
Her Commitment to Life-Long LearningJodie graduated with a Bachelor’s degree in Loss Prevention Management from Northern Michigan University. Jodie will complete her Masters in Criminal Justice at Arizona State University in December. She is a Certified Forsenic Interviewer (CFI), a Certified Protection Professional (CPP) as well as a board member of the West Coast Chapter of the International Association of Interviewers (IAI). The Gap Inc. operates as an apparel retail company worldwide. It provides apparel, accessories, and personal care products for men, women, and children under the Gap Inc., Banana Republic, Old Navy, Piperlime, Athleta, and Intermix brands. As of May 3, 2014, it had 3,565 store locations in 48 countries, including 3,179 company-operated stores and 386 franchise stores. The Gap Inc. was founded in 1969 and is headquartered in San Francisco, California.
Her Personality…Favorite Book?“I’m finishing my Masters in December, so right now my favorite book is: “Program Planning and Evaluation for Criminal Justice.”
SPONSORED BY 12
Nicole Accardi – Aloia, CFISenior Director, Loss Prevention at J Crew
Her JourneyNicole isn’t afraid of rolling up her sleeves for the not-so-glamourous side of loss prevention. She spent half her career installing covert cameras and conducting investigations and interviews. “It’s still fun!” she exclaims about her love for the loss prevention field as a 20-year veteran.
Nicole began her career as a store detective at Sterns, Woolworth’s and Marshalls. She then moved on to Gap Inc. and held several positions including Area Investigator, Regional Loss Prevention Manager and Senior Director.
Nicole’s current role includes responsibility for shortage, shrink plan and strategy for all domestic and international stores. She is also responsible for distribution centers, the call center, claims (risk management) and global investigations (auction sites, fraud, ecomm, etc.).
Her PhilosophyNicole’s philosophy is pretty simple and has stood the test of time for those who have implemented it whole-heartedly. “Always do the right thing!,” said Nicole. “Work hard, don’t be intimidated and don’t be influenced by others. Be your own person.”
Her GratitudeNicole would like to thank the International Association of Interviewers for this selection as well as Wicklander-Zulawski & Associates for making a significantly positive impact on her career.
Her Commitment to Life-Long LearningNicole holds a Certified Forensic Interviewer (CFI) certification as well as a Bachelor’s in Criminal Justice from City University of New York – John Jay College of Criminal Justice. Nicole is a member of the International Association of Interviewers (IAI) and attends industry events such as the National Retail Federation Conference. She has also contributed articles to LP Magazine as well as the CFInsider.
“Work hard, don’t be intimidated and don’t be influenced by others. Be your own person.”
Her Personality…Favorite Book?Reservoir Dogs
