Sonia Afshar
Houston,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
29
29
years of professional experience
Work History
Phlebotomist
Clinical Pathology Labs
Houston, TX
09.2020 - Current
- Utilized a variety of venipuncture techniques to collect blood specimens from patients for lab procedures and diagnostic purposes, including urine and body fluids.
- Collected blood and specimens for clinical studies, ensuring accurate sample integrity for laboratory analysis.
- Processed specimens for testing, maintaining quality control standards throughout preparation.
- Performed clerical duties, preparing files and reports while monitoring and replenishing supplies to ensure efficient workflow.
Phlebotomist
St. Elizabeth’s Hospital
Chicago, IL
09.2019 - 04.2020
- Executed venipuncture techniques to collect blood specimens for lab procedures and diagnostics, ensuring accurate sample integrity.
- Processed and organized specimens for laboratory testing, streamlining workflow for timely analysis.
- Performed clerical duties, preparing files and reports while monitoring and replenishing supplies to maintain efficient work areas.
Corporate Trainer
United Ground Express
Chicago, IL
02.2016 - 11.2018
- Delivered United's curriculum for front line agents, enhancing skills in baggage service, customer resolution, and serving customers with disabilities.
- Built and executed ticket, gate, and flight simulations reflecting company policy and procedures.
- Created and organized class schedules, rosters, and educational aids to facilitate effective learning experiences.
Project Manager
United Airlines
Chicago, IL
05.2013 - 02.2016
- Managed projects and collaborated with divisions and stakeholders to enhance technology initiatives, improving customer experience.
- Led project teams to improve operational efficiency and service delivery.
- Coordinated cross-functional meetings to align project goals and timelines.
- Developed project plans using industry-standard tools and methodologies.
- Led Airport Operations Planning Division as Staff Representative and Project Manager for lobby technology and policies and procedures.
Customer Service Coordinator
United Airlines
Chicago, IL
08.2011 - 05.2013
- Coordinated customer inquiries and resolved issues efficiently with empathy.
- Assisted passengers with boarding processes and provided travel information promptly.
- Managed schedules for flight crews and updated operational databases regularly.
- Coordinated global airport operations to effectively manage and schedule flight times for delayed aircraft.
Customer Service Representative Team Leader
United Airlines
Houston, TX
12.2004 - 12.2007
- Led customer service agent team, trained and mentored 20+ new hires, ensuring compliance with regulations and quality standards.
- Provided exceptional customer service to airline passengers, demonstrating understanding and empathy in all communications.
- Coordinate with airport customer service agents, managers, and cross-functional teams to support airline operations and resolve passenger issues, including lost luggage, flight delays, cancellations, and disability accommodations.
- Managed 10-15 gate agents to ensure efficient airport operations and high service standards.
Customer Service Representative
United Airlines
Houston, TX
07.2001 - 12.2004
- Resolved customer complaints through effective communication and problem-solving.
- Resolved boarding issues and complications, addressed passenger inquiries, and arranged hotel and meal accommodations for travelers affected by flight delays and cancellations.
- Assisted customers with flight inquiries and travel arrangements.
- Coordinated with airport staff to manage baggage services, tickets, and boarding procedures, ensuring adherence to safety regulations.
- Provided information on United Airlines policies and procedures to passengers.
Reservations/General Sales Representative
United Airlines
Houston, TX
02.1998 - 07.2001
- Informed customers of flight and travel options to enhance decision-making.
- Resolved customer issues promptly and escalated unresolved matters for swift resolution.
- Assisted passengers with ticketing and reservation inquiries effectively.
- Collaborated with team members to streamline sales processes and improve service.
Education
Certification -
Chicago School of Phlebotomy
Chicago, IL07-2023
High School Diploma -
Robert E. Lee High School
Bayton, TX01-1978
Skills
- Laboratory software
- Attention to detail
- Microsoft Office
- Patient Engagement
- Customer Support
- Problem solving
- Epic
- Interpersonal skills
Timeline
Phlebotomist
Clinical Pathology Labs
09.2020 - Current
Phlebotomist
St. Elizabeth’s Hospital
09.2019 - 04.2020
Corporate Trainer
United Ground Express
02.2016 - 11.2018
Project Manager
United Airlines
05.2013 - 02.2016
Customer Service Coordinator
United Airlines
08.2011 - 05.2013
Customer Service Representative Team Leader
United Airlines
12.2004 - 12.2007
Customer Service Representative
United Airlines
07.2001 - 12.2004
Reservations/General Sales Representative
United Airlines
02.1998 - 07.2001
Certification -
Chicago School of Phlebotomy
High School Diploma -
Robert E. Lee High School