Christine (Chris) Glasman
Sandspit,BC
Summary
Reliable, demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Comprehensive experience implementing new processes. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Dedicated to working closely with a team to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service/Cargo Manager
RS and Associates Airport Services Ltd
Sandspit, BC
08.2014 - 08.2019
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Coached, mentored and trained team members in order to improve their job performance.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Communicated company directives and programs to team and ensured all follow-up items were completed accurately and timely.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Customer Service Agent
Jazz Aviation
Sandspit, BC
06.2006 - 08.2014
- Demonstrated excellent communication skills in resolving customer complaints.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored new employees on procedures and policies to maximize team performance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Worked with cross-functional teams to achieve goals.
- Understood and followed oral and written directions.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained open communication with team members
Clerical Assistant
Transport Canada
Sandspit, BC
09.2011 - 06.2012
- Typed, formatted and edited correspondence and other documents.
- Directed clients and guests to correct departments, and staff members.
- Maintained an organized filing system of paper documents.
- Collected payments, issued receipts and updated accounts to reflect new balances.
- Assisted front office staff by taking initiative to help upper management.
- Provided administrative support for staff members.
- Assisted with special projects as needed by management team.
- Delivered messages and ran errands.
- Answered office phone and emails to schedule appointments, answer questions and document information.
- Assisted with filing documents and maintaining records.
- Completed day-to-day duties accurately and efficiently.
- Attended meetings and recorded and transcribed minutes.
- Dispersed incoming mail to correct recipients throughout office.
Education
Basic Training Diploma - Travel And Airline
Travel And Tourism Institute
Surrey, BC06-1997
Skills
- Workforce Management
- Policy Implementation
- Performance Management
- Staff Development
- Time Management
- Team Leadership
- Complex Problem-Solving
- Cross-Functional Team Management
- Verbal and Written Communication
- Schedule Preparation
- Staff Management
- Customer Relationship Management (CRM)
Certification
- Certificate of Proficiency in Radio. Restricted Operator, Aeronautical. Issued 2017-04-26
References
- Kerri Haybittle-Raffel
386-852-4825
kerri@theurbanpixie.com
- Kathy Salanski
250 637 1256
salanski@qcislands.net
Timeline
Customer Service/Cargo Manager
RS and Associates Airport Services Ltd
08.2014 - 08.2019
Clerical Assistant
Transport Canada
09.2011 - 06.2012
Customer Service Agent
Jazz Aviation
06.2006 - 08.2014
Basic Training Diploma - Travel And Airline
Travel And Tourism Institute
- Certificate of Proficiency in Radio. Restricted Operator, Aeronautical. Issued 2017-04-26
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