Diedonee Sylvestre
Miami Gardens,USA
Summary
I am a highly motivated individual with over seven years of experience delivering exceptional service to diverse customers. Throughout my years so far, I’ve taken on leadership roles, mentoring and guiding teams to achieve performance goals. At the same time, I am equally committed to working collaboratively as a team member, bringing a strong work ethic and a positive attitude. I’m seeking an opportunity to join a dynamic team where I can contribute my skills, whether in a leadership capacity or as a dedicated team player,where I can continue to grow professionally.
Overview
7
7
years of professional experience
Work History
Airport Customer Service Ramp Agent(Bagroom)
Delta
Miami, USA
08.2024 - Current
- Loaded and unloaded aircraft baggage and cargo efficiently.
- Operated ground support equipment to ensure timely departures.
- Coordinated with flight crews for safe and efficient ramp operations.
- Communicated with team members to maintain workflow during peak hours.
- Maintained cleanliness and organization of the ramp area at all times.
- Followed safety procedures such as using reflective gear while working on the ramp.
- Handled passenger luggage, mail or cargo in accordance with safety and privacy protocols.
- Operated a variety of motorized vehicles such as tugs, belt loaders, safely and efficiently around airport premises.
Customer Service Airport Service Concierge Supervisor
JSX
Miami Gardens, USA
07.2023 - 05.2024
- Monitoring of the operational environment to detect changes that affect Safety and notifying leadership as needed.
- Review and ensure compliance with all updates to policies to include, Safety Alerts, Learning Notices, changes to procedures, changes to regulatory standards and local regulatory guidance.
- Ensuring personal readiness to conduct safety-sensitive duties at all times and the proactive identification of fatigue, stress or other factors that may prevent a safe execution of duties and removing themselves from duty.
- Responsible for ensuring personal compliance with all DOT requirements regarding Drug & Alcohol.
- Providing leadership, guidance, and training to ensure efficient and effective passenger services.
- Handling escalated passenger inquiries and resolving issues promptly.
- Monitoring and evaluating team performance, providing feedback, and implementing improvement plans as necessary.
- Collaborating with other airport departments, airlines, and service providers to optimize airport operations.
- Managing resources such as staff scheduling, equipment, and facilities to meet operational requirements.
- Participating in meetings, briefings, and training sessions to stay updated on industry trends and operational changes.
- Overseeing the coordination of ground operations, including check-in, boarding, baggage handling, and passenger assistance.
Quality Control Inspector
Wolverine Inspections
Miami Gardens, USA
11.2018 - 11.2023
- Conducted thorough inspections of incoming materials for compliance with quality standards.
- Documented inspection results and reported findings to management for review.
- Collaborated with production teams to address quality issues and implement solutions.
- Developed and maintained detailed inspection records in compliance with regulatory requirements.
- Documented inspection results by completing reports and logs and summarizing and entering data into quality database.
Technical Customer Insurance Support
Asurion
Miami Gardens, USA
08.2020 - 07.2023
- Handling customer technical support cases through phone and email submission.
- File claims for customers whether the claim was approved or denied and explain the reasoning for the continuation of the claim or denial.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Troubleshoot technology and explain the process to customers' level of intellect.
- Work with managers and other team members to understand common customer issues and any hardships experienced.
- Run computer diagnostics, read technical manuals and work with users to analyze and resolve issues or offer technical insight.
- Maintains knowledge of technology innovations and trends.
- Use discretion on which routes to take to get to clients in a timely manner.
- Handle medical items/supplies with care, but varies on how depending on the item.
- Documenting transportation activities, including pickup and delivery times, chain of custody, specimen condition, and any incidents or discrepancies encountered during transit.
- Upholding professional conduct, ethical standards, and a commitment to quality service delivery while representing the company as a trusted provider of medical courier services.
- Participating in training sessions, workshops, or certification programs to enhance knowledge of medical courier procedures, safety practices, and industry regulations.
Customer Service-Technical Support Supervisor
Alorica
Miami Gardens, USA
12.2018 - 06.2020
- Continuously seeking opportunities to improve customer satisfaction, retention, and loyalty.
- Conduct regular team meetings to communicate updates, share best practices, & foster a positive team environment.
- Serve as a point of contact for internal & external stakeholders regarding customer service and technical issues.
- Ensuring compliance with company policies, procedures, and regulatory requirements.
- Providing training and guidance to production workers, technicians, and other staff on quality control methods, procedures, and best practices.
- Conducting interviews to hire new customer service representatives and technical support agents.
- Providing leadership, guidance, coaching to team members to ensure excellent customer service & technical support.
- Conduct Investigations for materials, products & devices prior to approval for transport and payment.
- Lead people to execute precise procedures.
- Documenting and organizing inspection findings, results, details and corrective actions taken in quality reports and input into company databases.
- Take evidence to prove my involvement in the inspection.
- Reviewing documentation, records, and quality control procedures to verify accuracy, completeness, and adherence to standards.
- Demonstrating attention to detail, accuracy, and reliability in performing quality control tasks and ensuring the integrity of inspection processes.
Education
High School Diploma -
North Miami Senior High
MiamiSkills
- Effective Communication
- Baggage Handling
- Attention to Detail
- Active Listening
- Customer Experience Improvement
- Customer Loyalty Building
- Positive Attitude
- Physical Stamina
- Time Management
- Interpersonal Skills
- Complaint Resolution
- Problem Solving
- Organizational Skills
- Critical Thinking
- Operating Ground Service Equipment
- Using Computer Applications
- Customer service management
- Team communication
- Safety compliance
- Ground support equipment
- Attention to detail
Timeline
Airport Customer Service Ramp Agent(Bagroom)
Delta
08.2024 - Current
Customer Service Airport Service Concierge Supervisor
JSX
07.2023 - 05.2024
Technical Customer Insurance Support
Asurion
08.2020 - 07.2023
Customer Service-Technical Support Supervisor
Alorica
12.2018 - 06.2020
Quality Control Inspector
Wolverine Inspections
11.2018 - 11.2023
High School Diploma -
North Miami Senior High