Summary
Overview
Work History
Education
Skills
Timeline
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OLUSEYANU OMOTOSO

Austin

Summary

Results-driven professional with extensive experience in operations, training, and client support. Proven ability to lead and mentor teams, enhance process efficiency, and ensure compliance with safety and regulatory standards. Adept at onboarding and coaching associates, optimizing workflow productivity, and implementing strategic improvements. Skilled in client care, fostering independence, and collaborating with interdisciplinary teams to enhance service outcomes. Strong background in training, performance monitoring, and process optimization, with a track record of driving operational excellence and delivering high-quality support in fast-paced environments.

Overview

7
7
years of professional experience

Work History

Ticket/Gate Agent

Delta Air Lines, Inc
Austin
06.2025 - Current
  • Resolved customer complaints efficiently while adhering to company policies.
  • Assisted with ticketing, baggage handling, and boarding procedures.
  • Conducted security checks at gates in accordance with TSA guidelines.
  • Maintained logs of departing flights, noting passenger counts and irregularities.
  • Provided guidance to new employees on standard operating procedures.
  • Coached staff on performance enhancement strategies and improved customer relations.
  • Performed administrative duties including filing paperwork and data entry into computer systems.
  • Checked in baggage and issued boarding passes using airline systems.

Employee Development Specialist – SSD Associate

Amazon
Austin
02.2024 - 03.2025
  • Trained and mentored over 50 Associates on operational workflows, including sortation, stow goals, and ME audits, ensuring consistent performance.
  • Provided direct support to Process Assistants (PAs) and Area Managers (AMs) to optimize flow efficiency and meet critical processing time (CPT) targets.
  • Assisted in clearing over 2,000 packages within three hours, ensuring compliance with customer promise time and minimizing delays.
  • Led onboarding sessions for groups of 10-15 new hires every 1–2 months, improving performance metrics by 10% through hands-on coaching and real-time feedback.
  • Delivered comprehensive Hazmat training to Associates, Process Guides, and management, ensuring compliance with safety regulations and proper manifest sign-offs.
  • Played a key role on the away team, training 30+ Associates across multiple SSD sites on essential and critical operational functions, including picking, packing, staging, and problem solve.
  • Experienced in live IBPS operations, resolving damages, binding pallets, and training 10+ Associates across all shifts to enhance efficiency.
  • Conducted inventory reporting and ME audits, identifying inefficiencies and implementing process improvements to optimize workflow.
  • Maintained high compliance standards by coaching teams on best practices for inventory management, safety protocols, and operational efficiency.
  • Partnered with leadership to refine training strategies, boost retention rates, and enhance overall team productivity.

Senior Customer Advocate

Young Adult Institute
Bayside
10.2019 - 05.2021
  • Provided tailored support to clients, fostering independence and enhancing their quality of life through structured services.
  • Ensured strict compliance with OSHA and safety regulations to maintain a secure and supportive environment.
  • Investigated and resolved concerns raised by guardians, implementing solutions to enhance client satisfaction and well-being.
  • Organized and facilitated bi-annual and annual progress meetings with clients and guardians to assess development and set personalized goals.
  • Authored detailed reports documenting services provided, client progress, and key observations for continuous care improvements.
  • Conducted client assessments through interviews, record evaluations, and interdisciplinary collaboration to determine mental and physical conditions.
  • Led bi-quarterly team and supervisor meetings to enhance communication, streamline processes, and improve service outcomes.
  • Strengthened patient care through proactive leadership and close collaboration with healthcare professionals.
  • Managed client schedules, including medical appointments and recreational activities, to promote holistic well-being.
  • Assessed client needs through active listening and recommended tailored solutions to enhance their overall experience.
  • Administered and documented medication distribution, ensuring proper coordination with nursing staff.
  • Developed operational procedures and training manuals to optimize efficiency and improve team performance.

Lead Customer Service Representative

Speedway
Elmont
10.2018 - 09.2019
  • Supervised and trained a team of associates, ensuring high-quality customer service and efficient store operations.
  • Managed inventory control, ordering, and stock replenishment to maintain optimal product availability and minimize waste.
  • Ensured compliance with company policies, safety standards, and local regulations, including health and safety protocols.
  • Monitored and handled cash transactions, balancing registers, and ensuring accurate financial reporting at the end of each shift.
  • Delivered excellent customer service by resolving issues, answering inquiries, and maintaining a positive store atmosphere.
  • Coordinated shift schedules and managed employee performance, fostering a collaborative and efficient team environment.

Education

A.S - Business Administration

Queensborough Community College
Bayside, NY

Skills

  • Training & Development
  • Leadership & Team Management
  • Process Optimization
  • Compliance & Safety
  • Customer Service
  • Problem-Solving
  • Cross-Functional Collaboration
  • Time Management
  • Report Writing & Documentation

Timeline

Ticket/Gate Agent

Delta Air Lines, Inc
06.2025 - Current

Employee Development Specialist – SSD Associate

Amazon
02.2024 - 03.2025

Senior Customer Advocate

Young Adult Institute
10.2019 - 05.2021

Lead Customer Service Representative

Speedway
10.2018 - 09.2019

A.S - Business Administration

Queensborough Community College

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