Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Interests
Timeline
Generic
Sylvia Durnell

Sylvia Durnell

Jacksonville,FL

Summary

Dynamic Quality Assurance Specialist at Kraft Heinz, recognized for meticulous attention to detail and problem-solving skills. Enhanced customer satisfaction through effective issue resolution and quality improvement strategies, earning the "Customer Come First" award—proven ability to optimize processes and foster team collaboration, driving significant product compliance and operational efficiency improvements.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Quality Assurance Specialist

Kraft Heinz
08.2022 - 05.2025
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
  • Enhanced customer satisfaction by proactively addressing reported issues, ensuring prompt resolution, and providing practical solutions.
  • Utilized comprehensive root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints, ensuring a thorough understanding of the problem.
  • Streamlined the documentation process, demonstrating a strong commitment to adherence to industry standards and regulatory requirements.
  • Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
  • Responsible for reviewing and testing products, analyzing data, reporting issues to appropriate departments, identifying defects or inconsistencies, and working with the production team to resolve any problems.

Wheelchair Agent

Prospect Aviation Services
03.2016 - 02.2021
  • Assisted unaccompanied minors and special needs passengers by transporting and claiming personal baggage and belongings.
  • Streamlined check-in processes for disabled passengers effectively minimize wait times and alleviate stress.
  • Read boarding paperwork to identify international and domestic flight information, special service requests, names and dates to help special needs passengers locate correct gate.
  • Maximized efficiency through punctual attendance at assigned gates, preparedness for incoming flights, and rapid response to last-minute changes in plans or priorities.
  • Reduced passenger anxiety by patiently answering questions regarding travel procedures and offering reassurance during challenging situations.
  • Assisted in training new wheelchair agents, sharing expertise on best practices for handling equipment safely and providing exemplary customer service.
  • Collaborated with other wheelchair agents to ensure adequate coverage during high-demand periods, fostering a positive team dynamic.

Facility Attendant

Jacksonville Aviation Authority
05.2012 - 10.2014
  • Collaborated with team members to ensure optimal staff scheduling and coverage during peak hours, fostering a supportive and cooperative work environment.
  • Performed routine and comprehensive custodial maintenance of assigned facilities in alignment with specifications.
  • Assisted with logistical requirements for events and meetings.
  • Implemented preventive maintenance on machines and equipment to optimize safety and operational quality, underscoring the crucial role of the custodial staff in ensuring a safe and secure environment.
  • Maintained inventory and submitted written requests for supplies to keep stock levels even.
  • Improved facility cleanliness by implementing efficient cleaning protocols and schedules.
  • Notifying management of the need for repairs.
  • Responded to AOCC calls, typically involving [specific tasks or situations], when spills occur.
  • Maintaining quality standards by thoroughly performing all cleaning duties, sweeping litter pickup, trash removal, restroom care, high dusting, sanitizing, and mopping.
  • Duties include tending to the parking garage and upper and lower curbside areas while policing the area.
  • Promote and provide exemplary guest services for internal and external customers, a commitment that makes us proud and motivated.
  • Answer questions and courteously offer information.
  • Understanding and demonstrating the proper use of safety practices to maintain training standards for the department.
  • Actively participate in environmental safety responsibilities by following established Jacksonville Aviation Authority policy, procedures, training, and team member involvement activities.
  • Perform other duties as assigned by the team leader on duty.

Wheelchair Agent

Prime Flight Aviation Services
06.2011 - 05.2012
  • Enhanced passenger comfort by efficiently assisting with wheelchair transfers and mobility support.
  • Skillfully managed multiple wheelchair requests during peak travel times, guaranteeing prompt assistance for all passengers in need.
  • Upheld strict compliance with security protocols while escorting passengers through secure areas of the airport.
  • Transported over [Number] passengers in wheelchairs to and from aircraft and inside terminals and lifted passengers in and out of wheelchairs and into and out of passenger seats.
  • Demonstrated sensitivity to diverse populations, treating all passengers with dignity and respect regardless of their physical limitations or cultural backgrounds.

Wheelchair Agent/Leadership Team Member

Superior Aircraft Services
06.2003 - 04.2011
  • Mentored junior team members, fostering a culture of continuous learning and skill development.
  • Streamlined check-in processes for disabled passengers effectively minimize wait times and alleviate stress.
  • Built strong relationships with customers through a positive attitude and attentive response.
  • Facilitated effective communication among team members, promoting organizational transparency and accountability.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Led change management efforts, successfully navigating organizational transitions while maintaining employee morale and engagement.

Front Desk Ticket Agent

Quick Flight Aviation Services
03.2009 - 08.2010
  • Provided exceptional customer service, resulting in numerous positive reviews and repeat business.
  • Promoted a professional atmosphere at the front desk, adhering to company dress code standards and etiquette guidelines.
  • Assisted in training new team members, sharing best practices for optimal front desk performance.
  • Handled high-pressure situations calmly, resolving guest conflicts or diffusing tense interactions when necessary.
  • Continuously updated knowledge of upcoming events and promotions to provide accurate information to guests.
  • Streamlined the check-in process for faster service, reducing wait times for guests.
  • Accepted passenger luggage and created and affixed bag labels to guarantee proper delivery.
  • Ensured smooth day-to-day operations by coordinating closely with other departments such as security, box office, and concessions teams.
  • Improved overall guest experience by promptly addressing concerns and resolving issues.

Professional House Cleaner

Merry Maids Cleaning Services
05.2008 - 02.2009
  • Enhanced client satisfaction by providing thorough and meticulous cleaning services catered to individual needs.
  • Wiped walls, decoration, and appliances.
  • Offered specialized deep-cleaning services that revitalized living spaces, increasing overall home comfort.
  • Supported clients during life transitions by organizing belongings and decluttering spaces for increased functionality.
  • Collaborated with team members to complete large-scale cleaning projects efficiently and effectively.
  • Demonstrated punctuality and reliability by consistently arriving on time for scheduled appointments, instilling client trust and confidence.
  • Fostered long-lasting professional relationships with clients, leading to repeat business and a positive reputation in the industry.

Wheelchair Agent/Skycap

Prime Flight Aviation
03.2007 - 04.2008
  • Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
  • Streamlined check-in processes for disabled passengers, effectively minimizing wait times and alleviating stress.
  • Expanded language skills to better serve international travelers, enhancing communication abilities with diverse clientele.
  • Provided a warm welcome to passengers arriving at the airport and offered to assist in any way possible.
  • Provided a warm welcome to passengers arriving at the airport and offered to assist in any way possible.
  • Greeted passengers, helped with check-in, and managed luggage, strollers, wheelchairs, and car seats.
  • Delivered exemplary service to every traveler to keep the check-in process efficient and pleasant.
  • Greeted passengers, helped with check-in, and managed luggage, strollers, wheelchairs, and car seats.
  • Improved baggage handling times by maintaining a well-organized work area and prioritizing tasks.

Avation Services

ASMO Aviation Services
04.2005 - 12.2006
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Trained employees on [Product or Service] and assigned duties.
  • Oversaw day-to-day activities of 10 employees in [Type] establishment, fostering an inspiring atmosphere to optimize employee experiences.

Education

No Degree - Computer Applications Development

EZ Computer Training/Certification
Davie, FL
10-2003

No Degree - Microsoft Word, Windows XP, And Internet

Broward Community Collage
Pembroke Pines, FL
06-2002

Skills

  • Meticulous attention to detail
  • Quality improvement strategies
  • Problem-solving skills
  • Analytical problem-solving
  • Team collaboration
  • Service excellence
  • Process optimization
  • Data analysis
  • Effective team leadership
  • Internal audits
  • Relationship building
  • Issue resolution
  • Client-centric approach
  • Honored with the "Customer Come First" award for consistently resolving customer difficulties expediently and tactfully
  • Dependability- Being reliable, responsible, and fulfilling obligations
  • Respectful of my work and the work of others

Accomplishments

  • Implemented and developed an effective inventory control system for monitoring a diverse range of merchandise, including perishable goods, electronics, and clothing.
  • Interior/ exterior cleaning
  • Bathroom sanitization
  • removing and collecting garbage
  • Resolving customer complaints
  • Baggage handlers, skycaps, and ticket agents
  • My role as a quality control professional extends beyond monitoring quality metrics and investigating product non-conformities. I also collaborate with various departments, fostering a sense of teamwork and coordination to ensure that our products meet quality standards.
  • Monitoring, inspecting, and proposing measures to improve an organization's final products to meet established quality standards.
  • Performing visual inspections, recording quality issues, and planning processes to reduce product defects.
  • As a quality control professional, I play a critical role in ensuring that our products and services consistently meet high standards of quality and reliability. This directly impacts the success of our organization, underscoring the importance of my work.
  • Testing, analyzing, and ensuring the quality of software, products, and systems by inputting analytic information into IQS.

Certification

  • [Area of certification], [Company Name] - [Timeframe]
  • [Area of certification] Training - [Timeframe]

Languages

English
Full Professional

Interests

  • I enjoy sketching and drawing, which helps improve my creativity and attention to detail
  • Cooking
  • DIY and Home Improvement
  • Music
  • Reading
  • Learning new cooking techniques and expanding my culinary skills
  • Gardening
  • Martial Arts
  • Volunteering for community initiatives to give back to local communities and make a positive impact
  • Backpacking and Hiking
  • Watching Movies and TV Shows
  • Crafting and DIY Projects
  • Enjoy hobbies that combine physical activity with outdoor exploration

Timeline

Quality Assurance Specialist

Kraft Heinz
08.2022 - 05.2025

Wheelchair Agent

Prospect Aviation Services
03.2016 - 02.2021

Facility Attendant

Jacksonville Aviation Authority
05.2012 - 10.2014

Wheelchair Agent

Prime Flight Aviation Services
06.2011 - 05.2012

Front Desk Ticket Agent

Quick Flight Aviation Services
03.2009 - 08.2010

Professional House Cleaner

Merry Maids Cleaning Services
05.2008 - 02.2009

Wheelchair Agent/Skycap

Prime Flight Aviation
03.2007 - 04.2008

Avation Services

ASMO Aviation Services
04.2005 - 12.2006

Wheelchair Agent/Leadership Team Member

Superior Aircraft Services
06.2003 - 04.2011

No Degree - Computer Applications Development

EZ Computer Training/Certification

No Degree - Microsoft Word, Windows XP, And Internet

Broward Community Collage

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