Kevin Otello

Burbank,CA

Summary

Experienced transit professional with expertise in operations management, route planning, and passenger safety. Skilled in implementing innovative technologies to improve efficiency and service quality. Proven track record of leading teams, optimizing schedules, and enhancing customer satisfaction in diverse transit environments.

Overview

years of professional experience

years of post-secondary education

Work History

Transit Ambassador

Metropolitan Transportation Authority

Los Angeles, CA

6 2023 - Current

Successfully facilitated communication between transit users and management, resulting in 20% increase in customer satisfaction ratings over six months
Implemented targeted outreach programs to educate community on transit options, leading to 15% increase in public transit usage within local area
Created informative materials such as brochures and videos to promote transit services and educate passengers, leading to 25% increase in awareness among community
Collaborated with local businesses and organizations to establish partnerships and promote transit options, resulting in 10% increase in ridership during off-peak hours
Received recognition from management for exceptional customer service skills, including resolving complex issues and handling difficult situations with professionalism.
Supported smooth route transitions through clear communication between drivers, dispatchers, and other team members involved in operations.

Security Supervisor

Allied Universal security services

Los Angeles, CA

04.2017 - 06.2023

Led team of security personnel in responding to emergency situations, effectively mitigating risks and ensuring safety of all occupants
Established strong relationships with local law enforcement agencies, fostering effective collaboration and timely response to security concerns
Implemented peer recognition program to acknowledge outstanding performance and dedication among security team members, boosting morale and team cohesion
Implemented access control measures, including ID verification and visitor screening processes, resulting in improved facility security and compliance with regulatory requirements.
Supervised team of 5 security personnel during shift

Security Officer

Andrews International Security

Burbank, CA

Oct.2011 - Apr.2017

Worked effectively in fast-paced environments.
Resolved problems, improved operations and provided exceptional service.
Acted as a team leader in group projects, delegating tasks and providing feedback.
Demonstrated creativity and resourcefulness through the development of innovative solutions.
Learned and adapted quickly to new technology and software applications.
Applied effective time management techniques to meet tight deadlines.

Education

High school diploma -

N/A

Burbank, CA

09.2004 - 09.2007

Skills

Customer Service Excellence: Demonstrated ability to provide exceptional customer service to passengers, addressing inquiries, resolving issues, and ensuring a positive transit experience for all

Team Leadership: Experienced in supervising and mentoring transit staff, fostering a collaborative team environment, and ensuring high levels of performance and accountability

Communication: Effective communicator with the ability to convey security policies, procedures, and instructions clearly to staff, tenants, and visitors, ensuring compliance and maintaining a safe environment

Effective Communication: Proficient in conveying transit information clearly and persuasively to diverse audiences, resulting in increased public awareness and ridership

Community Engagement: Skilled in building relationships with community members, local businesses, and organizations to promote transit options and gather feedback for service improvement initiatives

Public Outreach: Accomplished in developing and executing outreach programs and events to educate the public about transit services, encourage ridership, and promote sustainable transportation options

Patience and Tolerance

De-Escalation Techniques

Timeline