Sophia Glassgow
Chicago,IL
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor: Discovering Together
United Airlines
Chicago
06.2024 - Current
- Efficiently managed a team of agents, providing guidance and support
- Maintained open communication with agents and other supervisors, addressing any concerns or issues promptly and effectively
- Successfully implemented new processes and procedures for gate recovery to improve efficiency and productivity within the team
- Demonstrated strong problem-solving skills, identifying and resolving issues in a timely manner to ensure smooth operations
- Effectively managed conflicts within the team and promoted a positive and collaborative work environment.
Customer Service Representative
United Airlines
Chicago
10.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Nanny
Oros Family
Columbia, MO
02.2019 - 05.2022
- Anticipated the household's needs and proactively addressed them to minimize disruptions or inconveniences
- Coordinated travel arrangements for family vacations, business trips, or special events to ensure seamless experiences.
Clinic Manager
Spectrum Healthcare
Columbia, MO
10.2017 - 05.2019
- Hired, trained and supervised employees to maintain team of high performers
- Conducted regular staff evaluations, providing constructive feedback and setting clear expectations for future performance goals
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
Founder
Flowers Orphanage
Arusha, Tanzania
05.2016 - Current
- Coordinated volunteer recruitment and training programs, ensuring a well-rounded team capable of supporting the organization's mission
- Facilitated workshops and trainings for staff development, enhancing their ability to serve the organization's constituents better
- Built strong community partnerships to support organizational goals and expand outreach efforts.
Education
Certificate Marketing -
Northwestern University
Evanston, IL04.2024
Psychology -
University of Missouri
Columbia, MO05.2020
High School Diploma -
IC Catholic Prep
Elmhurst, IL05.2016
Skills
- Problem-solving abilities
- Time Management
- Active Listening
- Critical Thinking
- Conflict Resolution
- De-Escalation Techniques
- Conflict Mediation
- Multitasking and Organization
Timeline
Customer Service Supervisor: Discovering Together
United Airlines
06.2024 - Current
Customer Service Representative
United Airlines
10.2022 - Current
Nanny
Oros Family
02.2019 - 05.2022
Clinic Manager
Spectrum Healthcare
10.2017 - 05.2019
Founder
Flowers Orphanage
05.2016 - Current
Certificate Marketing -
Northwestern University
Psychology -
University of Missouri
High School Diploma -
IC Catholic Prep