Sophia Glassgow
Chicago,IL
Overview
10
10
years of professional experience
Work History
Customer Service Supervisor - Airport Operations
United Airlines
Chicago, IL
03.2025 - Current
- Executed root cause analysis of customer concerns through thorough investigation, delivering actionable recommendations to rectify identified failures.
- Conducted performance evaluations, providing constructive feedback to team members for professional growth.
- Led IRROPS team at ORD to optimize operational efficiency through strategic change management.
- Oversaw staffing operations and facilitated interdepartmental communication within station operation center.
Customer Service Supervisor - Discovering Together
United Airlines
Chicago, IL
06.2024 - 03.2025
- Supervised customer service team, ensuring adherence to company policies and procedures.
- Managed resolution processes for complex customer issues related to disabilities, promoting inclusivity and support.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Customer Service Representative
United Airlines
Chicago, IL
10.2022 - 06.2024
- Managed passenger check-in and boarding processes for departure flights.
- Enhanced passenger experience by managing baggage retrieval processes and ensuring accurate documentation of delayed reports.
- Managed rebooking of passengers through Jet Aero and Shares platforms, ensuring timely and effective service delivery.
Board Member
Flowers Orphanage
Arusha, Tanzania
06.2016 - Current
- Coordinated volunteer recruitment and training programs, ensuring a well-rounded team capable of supporting the organization''s mission.
- Facilitated workshops and training 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.
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.
Education
Certificate - Social Media Marketing
Northwestern University
Evanston, IL04-2024
Psychology
University of Missouri
Columbia, MO05-2020
High School Diploma -
IC Catholic Prep
Elmhurst, IL05-2016
Skills
- Service excellence
- Effective conflict resolution
- Strong written and verbal communication skills
- Experienced with Microsoft Office applications
- Proactive self-starter
- Project management
- Strategic decision-making
Timeline
Customer Service Supervisor - Airport Operations
United Airlines
03.2025 - Current
Customer Service Supervisor - Discovering Together
United Airlines
06.2024 - 03.2025
Customer Service Representative
United Airlines
10.2022 - 06.2024
Clinic Manager
Spectrum Healthcare
10.2017 - 05.2019
Board Member
Flowers Orphanage
06.2016 - Current
Certificate - Social Media Marketing
Northwestern University
Psychology
University of Missouri
High School Diploma -
IC Catholic Prep