Sheila Walker
Chicago,IL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
39
39
years of professional experience
Work History
Assistant Manager Upgrade
United Airlines
Chicago, Illinois
01.2025 - Current
- Managed daily operations and ensured compliance with airline standards.
- Collaborated with team members to enhance service through implementation of improvement initiatives.
- Resolved customer issues and inquiries effectively to support management.
- Ensured compliance with safety regulations and company policies.
- Coordinated with other departments to ensure smooth flow of operations.
Customer Service Supervisor
United Airlines
Chicago, Illinois
06.1987 - Current
- Resolved complex customer issues through effective communication and problem-solving.
- Resolved escalated customer disputes promptly, fostering positive relationships with customers.
- Supervised customer service teams, enhancing support quality and customer engagement.
- Monitored daily operations to maintain efficiency and service standards.
- Collaborated with other departments to streamline processes and improve services.
- Facilitated regular team meetings to share updates and gather feedback.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Identified performance issues through discussions with employees, implementing solutions to improve outcomes.
Education
Bachelor of Science - Psychology
Tuskegee University
Tuskegee, AL06-1985
Skills
- Customer relationship management
- Operational compliance
- Process optimization
- Service improvement
- Team coordination
- Staff supervision
- Conflict resolution
Timeline
Assistant Manager Upgrade
United Airlines
01.2025 - Current
Customer Service Supervisor
United Airlines
06.1987 - Current
Bachelor of Science - Psychology
Tuskegee University