Quienell Owens Jr.
Colorado Springs,CO
Summary
To obtain an employment opportunity and to use my extensive experience and education to be an integral part of your company. Hardworking and reliable MSR with strong ability in multitask. Offering outstanding customer service to members. Highly organized, proactive and punctual with team-oriented mentality.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
USAA
Colorado Springs
09.2022 - Current
- Provided excellent customer service demonstrating empathy, active listening, and professionalism during escalated member conversations. Resulted in 98% customer MSAT score.
- Highlighted important products advises and educates members on digital tools and resources to improve members’ financial security.
- Identified customer issues provide exceptional service to fix the issue or escalate to the appropriate workplace to enhance member experience.
Transportation Security Officer
DHS, TSA, TSO
Colorado Springs
12.2021 - 09.2022
- Assisted passengers with disabilities in walking through screening checkpoints.
- Utilized metal detectors, wands and X-ray screening machines to perform thorough check of individuals, belongings and cargo.
- Communicated and coordinated responses to suspicious activities.
- Completed routine and incident-related documentation.
- Responded quickly in emergency situations by utilizing appropriate safety protocols.
- Reviewed IDs and other paperwork to verify personal information and to check for fraudulent documents.
- Monitored and conducted passenger screening.
- Utilized problem solving skills to deescalate difficult customer service encounters.
- Conducted pat-downs, metal detector checks, and x-ray scans in a timely manner.
- Conducted pat-downs and hand-held wand searches of passengers when machine alarms indicated further inspection.
Microchip Solutions
Colorado Springs
08.2021 - 12.2021
- Use of microscopes, soldering irons, hot air tools, epoxy dispensers, and small hand tools
- Machine operations to perform automated assembly functions
- Read and follow documents to determine proper assembly and processing procedure
- Soldering, epoxy dispense, and assembling of components at circuit board level
- Other duties as assigned
F-16 Aircraft Weapons Field Engineer Senior
Lockheed Martin
Baghdad, Iraq
10.2019 - 07.2021
- Provide on-site/on-equipment informal unit training to the component level on installation, maintenance and operating techniques relating to the F-16 Stores Management System (SMS), Weapons Sub-System components, Weapons System support equipment, adjustment, calibration, troubleshooting, bench check, routine maintenance, inspection, and repair of the prime equipment/system.
- Devise local informal training programs and provide advice in identifying needed training programs. Emphasize safety precautions to be taken in all training provided.
- Used a variety of Air Force drawings, specifications, technical manuals and documentation to assist customers with various structural related anomalies and/or technical order correction/improvements - as required.
- Managed information related to maintenance and operational problems, identified problems and established corrective action procedures quickly disseminated to operations and maintenance personnel.
- Provide advice as requested to assist in accident investigation and preparing failure data reports and unsatisfactory reports.
Aircraft Maintenance Technician (Weapons
AECOM
Holloman AFB, NM
09.2017 - 09.2019
- Scheduled/unscheduled maintenance ordnance related equipment and armament systems.
- Employed appropriate safety precautions, security procedures, and record-keeping techniques for ordnance.
- Loads and unloads airborne weapons and stores aboard aircraft to include reconfiguration and functional testing of aircraft weapons release and control, missile, and gun systems.
- Inspected aircraft components to detect any signs of wear or malfunctioning.
- Performed troubleshooting and diagnostic procedures to locate source of malfunctions.
- Conducts functional tests of racks, launchers, adapters and electrical components, aircraft armament circuits and maintains them in an operational status by appropriate preventive maintenance.
- Configured or reconfigures assigned aircraft for carriage of any aviation ammunition within the capability of the aircraft by installing or removing racks, launchers, adapters, and electrical components.
ManTech International
Tabuk, Saudi Arabia
08.2016 - 08.2017
- Teach, assist, augment, Royal Saudi Air Force, on F-15 Weapons related duties. Scheduled on and off equipment maintenance and inspections.
Battery Assembler
Enersys
Warrensburg, MO
02.2016 - 06.2016
- Operate equipment to assemble product
- Record accurate production and traceability information as required
- Complete equipment set-up/changeover configurations
- Complete cycle counts
- Follow work procedures/operating instructions
- Participate in cross-training of processes as assigned
- Inspect own work and inspect work of others to ensure the reduction of defects and enhanced product quality
Weapons Section Chief, Maintenance Supervisor
USAF
Whiteman AFB, MO
09.2014 - 02.2016
- Managed 56 personnel 10 certified crews conducting maintenance; conventional/nuclear loading of 15 wing committed munitions; Advised maintenance managers concerning armament capabilities.
- Analyzed maintenance indicators/identified trends/initiated action items; support execution of annual 5K hour flying program.
- Managed 315 test/equipment items valued at $4.1M; 14 flight programs to ensure safety, technical and Air Force Instruction compliance.
- Organized information and tracked personnel data using Microsoft office created usable documents that improved tracking of equipment and personnel, reduced error rates by 30% and increased production 25%.
- Prioritize workload, set well defined standards, improved management programs by 15%.
- Effectively interviewed personnel and elicited statements to determine their credibility and actions in Aircraft and Equipment mishaps.
- Identified several procedures that were no longer relevant; recommended updates for regulation and operating instructions; that resulted in 25% product improvement and $54.6 million saved.
Commander Support Staff Superintendent, Training Manager, and Load Supervisor
USAF
Aviano AB, Italy
08.2011 - 09.2014
- Provided full spectrum administrative support to a squadron with two Aircraft Maintenance Units and 478 active duty personnel.
- Processed and tracked personnel promotion, reenlistment, separation, retirement, performance reports, and personnel data updates.
- Managed enlisted and officer evaluations & coordinates updates with 31 Military Personnel Services; reports status to unit commander.
- Led/directed 77 assigned flight-line personnel in the precise scheduling/repair of 23 F-16C/D aircraft worth $690 million. Managed section's manpower requirements to support weapons load training, deployments, contingency operations, and yearly flying hour program.
- Collected information from data sources on daily operations, improved and corrected faulty data and/or procedures. Drafted documents covering base wide equipment account, research products from simple data malfunctions to complex engineering designs, analyzed operating procedures, training materials, job aids, and management reports.
Education
MS Criminal Justice - Public Administration
Liberty University
05.2016
BS Criminal Justice - Homeland Security
Saint Leo University
10.2013
Skills
- Project Planning
- Maintenance & Repair
- Teamwork and Collaboration
- Conflict Resolution
- Training & Development
- Computer Skills
- Leadership
- Critical Thinking
- Collaboration
- Organizational Skills
- Written Communication
- Self-Directed
- Customer Service
- Problem-Solving
- Excellent Communication
Experience
- 5 years of customer service experience. 1 year call center experience.
- Provided excellent customer service demonstrating empathy, active listening, and professionalism during escalated member conversations. Resulted in 98% customer MSAT score.
- Highlighted important products advises and educates members on digital tools and resources to improve members’ financial security.
- Identified customer issues provide exceptional service to fix the issue or escalate to the appropriate workplace to enhance member experience.
- Organized information and tracked personnel data using Microsoft office. Created usable documents that improved tracking of equipment and personnel, in addition to reducing the error rates by 10% and increased production 25%
- Compiled and charted statistical data using Microsoft Office; database monitored personnel background, current duty status, and future organizations requirements.
- Conducted Interview and investigation on isolated issues, highlighted organizational deficiencies, provided and implemented corrective action procedures.
- Banking dual skilled in Credit card and Deposit servicing
- Proficient at Microsoft Office
- Interpreting rule and regulations
- 21 years of experience in managerial, supervisory, education, and leadership.
Timeline
Customer Service Representative
USAA
09.2022 - Current
Transportation Security Officer
DHS, TSA, TSO
12.2021 - 09.2022
Microchip Solutions
08.2021 - 12.2021
F-16 Aircraft Weapons Field Engineer Senior
Lockheed Martin
10.2019 - 07.2021
Aircraft Maintenance Technician (Weapons
AECOM
09.2017 - 09.2019
ManTech International
08.2016 - 08.2017
Battery Assembler
Enersys
02.2016 - 06.2016
Weapons Section Chief, Maintenance Supervisor
USAF
09.2014 - 02.2016
Commander Support Staff Superintendent, Training Manager, and Load Supervisor
USAF
08.2011 - 09.2014
MS Criminal Justice - Public Administration
Liberty University
BS Criminal Justice - Homeland Security
Saint Leo University
Similar Profiles
Jeremy FalknerJeremy Falkner
Associate Auto Adjuster at USAAAssociate Auto Adjuster at USAA
Marcy CastilloMarcy Castillo
Claims Adjuster - Fire, Theft & Vandalism at USAAClaims Adjuster - Fire, Theft & Vandalism at USAA
David JusinoDavid Jusino
Property Claims Adjuster at USAAProperty Claims Adjuster at USAA
Jordan HoffmannJordan Hoffmann
Insurance Professional at USAAInsurance Professional at USAA
Zachary Jordan ZimmermanZachary Jordan Zimmerman
Junior Solutions Architect at Exigo CorporationJunior Solutions Architect at Exigo Corporation