Shanira Glover
Cincinnati
Summary
Dedicated, dependable, and compassionate professional with experience in airline operations, call center support, scheduling coordination, and healthcare caregiving. Strong communication and problem solving skills with the ability to manage customer concerns, resolve conflicts, and provide compassionate support in a fast-paced environments. Experienced in handling high-volume calls, documentation, scheduling changes, and maintaining accurate records while delivering excellent customer service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Reservation Sales & Customer Care
Delta Air Lines
Cincinnati, OH
06.2022 - Current
- Assist customers with travel inquires, reservations, ticketing, and account support
- Handle schedule changes, delays, cancellations, and ticketing concerns
- Resolve customer complaints efficiently while maintaining a positive customer service experience
- Document customer interactions, ticket updates, and service resolutions accurately
- Manage high call volumes 50+ customer calls daily in fast-paced customer service environment
- Demonstrates strong communication, multitasking, and problem-solving support during travel disruptions
Schedule Coordinator/Call Center
Smartravel
Cincinnati, OH
02.2022 - 06.2022
- Managed scheduling and coordinated customer travel arrangements
- Maintained accurate customer account documentation and records
- Assisted customers in resolving conflicts with travel and service concerns professionally
- Conducted outbound calls and virtual meetings to improve customer satisfaction and travel experiences
DCP/Caregiver
Hopetree
Cincinnati, OH
07.2018 - 02.2022
- Transported and accompanied patients to medical appointments
- Administered prescribed medications according to care plans
- Maintained detailed patient care records and daily activity charting
- Provided personal healthcare assistance within patient homes
- Assisted patients with dietary needs, feeding, hygiene, and personal care
- Monitored patients behaviors and reported concerns to supervisors and family members
- Supported patients comfort, safety, and daily living activities
Education
High School Diploma -
Withrow University High School
Cincinnati, OHSkills
- Customer Service
- Call Center Operations
- Scheduling & Calender Management
- Conflict Resolution
- Phone & Email Communication
- Data Entry
- Microsoft Office ( Word, Outlook, Teams )
- Documentation & Recordkeeping
- Multi-line Phone Systems
- Problem solving
- Team Collaboration
- Patient Care
- Medication Administration
- Time Management
- Healthcare support
Certification
- CPR Certification
- First Aid Certification
- DODD/ Medication Administration 1 & 2
Timeline
Reservation Sales & Customer Care
Delta Air Lines
06.2022 - Current
Schedule Coordinator/Call Center
Smartravel
02.2022 - 06.2022
DCP/Caregiver
Hopetree
07.2018 - 02.2022
High School Diploma -
Withrow University High School