Mariusz Wielgorski
Chicago
Summary
"Behind every smooth takeoff is a highly coordinated, motivated team that trusts their leader."
I am a strong Customer Service Leader with particular emphasis on customer satisfaction, airline operations and team building. Looking for the opportunity to utilize strong customer care knowledge and management skills to create a positive environment. Ability to transform teams into a highly productive entity. Strong ability to handle conflict and new challenges. I have great interpersonal communication, motivational and leadership skills. Able to work under pressure, cope with conflicting priorities and multi task. Dynamic operations and customer service professional with 4+ years of progressive experience across aviation ground
operations, airline customer service, and large-scale logistics management. Proven expertise in flight scheduling and safety.
Overview
2
2
Languages
1
1
Certification
4
4
years of professional experience
Work History
Supervisor - Customer Service
Lufthansa Group at Sunline Services, Inc
Chicago, IL
05.2022 - 08.2026
- Supervised customer service workflows, ensuring timely resolution of booking, ticketing, and travel inquiries.
- Coordinated with airline departments to update customers on schedule changes, rebooking, and travel disruptions.
- Trained new representatives on Lufthansa service standards, call handling, and reservation procedures.
- Resolved escalated passenger concerns involving flight changes, cancellations, baggage issues, and refund requests.
- Monitored service quality, identifying gaps in communication and coaching staff toward consistent compliance.
- Handle claims and tracking for lost, delayed, or damaged luggage.
• Answer questions regarding airport amenities, security rules, and baggage limits.
• Greet travelers and verify travel documents and IDs.
• Weigh luggage, tag bags, and process baggage fees.
- Processed reservations, itinerary modifications, and special service requests using airline systems accurately.
Education
Bachelor of Arts - undefined
Northeastern Illinois University
Chicago, IL05-2026
Skills
- Leadership
- Customer service
- Active listening
- Critical thinking
- Ticket processing
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction
- Microsoft outlook
- Collaboration techniques
- Onboarding support
- De-escalation techniques
Certification
GEN/Services and Communication with Customers - Lufthansa Group
Sensitivity and Awareness - Lufthansa Group
Languages
English
Full Professional
Polish
Native or Bilingual
Timeline
Supervisor - Customer Service
Lufthansa Group at Sunline Services, Inc
05.2022 - 08.2026
Bachelor of Arts - undefined
Northeastern Illinois University