Malcom Norman
Baltimore,MD
Summary
Highly trained Order Picker with strong performance record of high production in product selection and packing. Excellent level of accuracy in pick and pack, successfully meeting quotas in high production tempo. Supports shipping team with assistance palletizing, labeling and loading trucks.
Overview
14
14
years of professional experience
Work History
BWI2
Ambassador
ICQA
08.2016 - Current
- Responsible for leading the training and development of new hires to meet departmental KPIs in productivity and quality
- Performed productivity and quality audits on bottom performers and coached them on best practices to improve
- Cross-communicated between leadership and 75+ associates to ensure smooth operational flow
- Scanned 3,000 units daily to ensure inventory was up to flow
- Escalated issues to the correct department/leadership to minimize defects
- Ensured quality was up to standards through ICQA
Piezzette
Horseshoe Casino
11.2014 - 07.2016
- Provided a high level of customer service to ensure maximum consumer satisfaction
- Responsible for preparing all needed ingredients and equipment needed to ensure smooth kitchen flow
- Ensured kitchen inventory was in stock to minimize consumer wait times to maximize customer experience
- Recommended improvements to current processes in place which later on, becoming standard work
- Assumed management of and reinforced kitchen safety and sanitation practices, led the safety inspections which resulted in A+ sanitation scores
Shift Lead/Manager
Quiznos Subs
10.2009 - 10.2014
- Responsible for overseeing the daily operation processes throughout the franchise
- Ensured maximum customer satisfaction in all degrees
- Led shift, responsible for opening/closing, daily financial reports, and handled all end of shift finances
- Ensured sanitation and safety practices were followed all throughout the restaurant
- Responsible for the hiring and development of new Quiznos associates
Education
TESSST College of Technology
Beltsville, MDHigh School Diploma -
DIGITAL HARBOR HIGH SCHOOL
1100 COVINGTON STREET 06.2006
Skills
- Proficient in performance based coaching, development of new hires/recruits, customer satisfaction, conflict de-escalation, and performance based audits
- Total Experience:
- 15 years management experience, 4 years in the customer service industry
- Personalized Support
- Safety Policies and Procedures
Additional Information
- ACTIVITIES AND INTEREST , Community Engagement for Joseph A. Gilmore Adult Care Center March 2016 – Present Budget Chair for Pi Kappa Alpha Fraternity May 2018 – September 2020 Fraternal President for Pi Kappa Alpha Fraternity September 2020 – May 2021
Timeline
Ambassador
ICQA
08.2016 - Current
Piezzette
Horseshoe Casino
11.2014 - 07.2016
Shift Lead/Manager
Quiznos Subs
10.2009 - 10.2014
BWI2
TESSST College of Technology
High School Diploma -
DIGITAL HARBOR HIGH SCHOOL
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