Wale Oshalusi
Cicero,USA
Summary
Experienced customer service specialist with a strong background in crisis resolution and cultural sensitivity, striving to maintain high service excellence and enhance client engagement
Overview
10
10
years of professional experience
1
1
Certification
Work History
Resolution Specialist
Amazon Delivery Station
Cicero, Il
07.2021 - Current
- Managed escalated complaints empathetically and professionally to improve customer satisfaction.
- Maintained detailed records of customer interaction in AWS system for policy compliance.
- Identified and mitigated potential delays and safety hazards, securing smooth shift operations.
- Trained new team members on effective communication strategies.
- Collaborated with third-party teams, including dispatch partners and quality analysts, to resolve customer issues fully.
Team Lead
Protein Bar & Kitchen
Chicago, Il
04.2017 - 06.2021
- Ordered proteins, dry goods, and produce to ensure inventory availability for restaurant operations.
- Delegated tasks and managed break schedules to optimize team workflow and uphold service standards.
- Ensured safety of cash receipts and invoices throughout operations.
- Supported junior staff during lunch rush and peak workload periods.
Artisan/Delivery Driver
Pork & Mindy's
Chicago, Il
07.2016 - 04.2017
- Executed catering orders for over 250 customers and ensured timely delivery.
- Learned recipe techniques and sandwich builds from award-winning food Network star Jeff Mauro.
- Trained new employees on order taking using Toast POS system, food handling, cleanliness, and proper use of downtime
- Engaged guests and facilitated activities during company parties, enhancing team morale.
Education
High School Diploma -
J Sterling Morton East High School
Cicero, ilSkills
- Advanced de-escalation and emotional intelligence
- Crisis management
- Cultural competency
- Safety and security protocols
- First aid
- Analytical problem solving
- Quality assurance
- Organizational effectiveness
- Cloud technologies (AWS)
- Stakeholder collaboration
Certification
• Servsafe Manager Certification, 01/01/19
• Allergen Awareness Certification, 01/01/19
• Basset Certification, 01/01/17
• Allergen Awareness Certification, 01/01/19
• Basset Certification, 01/01/17
Timeline
Resolution Specialist
Amazon Delivery Station
07.2021 - Current
Team Lead
Protein Bar & Kitchen
04.2017 - 06.2021
Artisan/Delivery Driver
Pork & Mindy's
07.2016 - 04.2017
High School Diploma -
J Sterling Morton East High School