Summary
Overview
Work History
Education
Skills
Timeline
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TOM MCCONNELL

Des moines,IA

Summary

Seasoned Quality Assurance Specialist from Mom's Meals, adept in customer service and quality assurance, with a proven track record of enhancing team performance and customer satisfaction. Skilled in de-escalation techniques and teamwork, consistently exceeding benchmarks and resolving escalated complaints efficiently. Demonstrates exceptional leadership and collaborative abilities, driving growth and development.

Overview

8
8
years of professional experience

Work History

Quality Assurance Specialist

Mom's Meals
Des Moines, Iowa
06.2022 - Current
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Supported sales team members to drive growth and development.
  • Resolved escalated customer complaints in a timely manner.
  • Conducted regular meetings with the customer care team to ensure quality performance and productivity.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered incoming customer inquiries via phone, email and live chat.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Security Supervisor

Allied universal security
Des moines, USA
09.2018 - Current
  • Gave input on hiring decisions to help senior managers with decision-making and helped coordinate training to bring employees up to speed quickly
  • Monitored entrances, exits and CCTV feeds on continuous basis to keep close eye on movements of individuals and materials throughout facility
  • Responded to all types of crises, including medical issues and intrusion alarms
  • Investigated complaints and calls regarding accidents, hazards, and theft
  • Trained subordinates and non-security personnel in the correct methods for handling security concerns
  • Evaluated team personnel regularly to assess performance and eliminate any performance gaps negatively impacting building security
  • Enforced access rules and activity restrictions to best protect assets and personnel
  • Collaborated effectively with fire, law enforcement, and medical personnel to effectively handle advanced security issues and emergencies
  • Monitored security and staff activities to identify and eliminate any compliance concerns

Train Operator

Adm
Des moines, USA
01.2018 - 08.2018
  • Estimated weight when loading trucks, loaded safely and accurately, and communicated with customer truck drivers to verify quality service
  • Operated switches via controls or manually and performed steps necessary to restore effective and safe movement by troubleshooting problem conditions
  • Cleaned, operated, and maintained heavy-duty machines in railroad yard, manufacturing plant, and along rail line
  • Learned and complied with all local and Federal Railroad Administration rules and regulations for safety and operations
  • Used proper procedures to safely ride on moving cars with grab irons and ladders
  • Operated engines correctly to couple and uncouple cars and complete switching
  • Communicated hand, radio, and lantern signals to crew members for efficient movement of engines and trains
  • Assisted team members and managers with tasks to maintain productivity and meet project milestones

Preschool Teacher

East Des Moines early childhood education
Des moines, USA
03.2017 - 12.2017
  • Developed and implemented daily lesson plans to meet needs of children
  • Observed and redirected behavior using positive reinforcement techniques
  • Planned, organized, and implemented programs for preschoolers
  • Maintained professional knowledge by attending educational conferences, trainings, workshops, and courses
  • Established and maintained standards of student behavior
  • Attended staff meetings
  • Changed children's clothes and tended to injuries, illnesses, and toileting needs
  • Ensured availability of classroom supplies, reordering as needed
  • Maintained records of student progress
  • Offered variety of materials and resources for children to explore imaginative and academic ideas
  • Adapted teaching methods to connect with individual students, answer questions and provide personalized support
  • Taught children how to be good students and citizens by setting ambitious expectations
  • Promoted good nutrition for every student by preparing and serving healthy meals and snacks
  • Organized classroom spaces with multiple stations to engage the students in different ways while boosting learning
  • Incorporated wide range of activities and field trip opportunities to broaden horizons of each child
  • Supported students emotionally, socially and academically with one-on-one care
  • Worked closely with struggling students to improve learning, eating habits and personal hygiene
  • Maintained positive and encouraging learning environment with use of positive reinforcement strategies

Education

GED - Education

Dmacc
Des moines, IA

Skills

  • Asset protection
  • Employee training
  • Performance assessment
  • Teamwork
  • Public speaking
  • Creative thinking
  • Collaboration
  • Staff hiring
  • Performance monitoring
  • Quality assurance
  • Team leadership
  • Customer service
  • Detail-oriented
  • De-escalation techniques

Timeline

Quality Assurance Specialist

Mom's Meals
06.2022 - Current

Security Supervisor

Allied universal security
09.2018 - Current

Train Operator

Adm
01.2018 - 08.2018

Preschool Teacher

East Des Moines early childhood education
03.2017 - 12.2017

GED - Education

Dmacc

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TOM MCCONNELL