revamp this resume and make it less a.i tone and more friendly make it sound as if you are the prefect candidate for this job: Kendrick Mitchell
javellmitchell@gmail.com 8763942618

PROFILE
Energetic and detail-oriented professional with over six years of experience in administrative support, customer engagement, and performance coaching. Proven track record of managing high-volume tasks efficiently, utilizing advanced CRM systems, and fostering positive team environments. Adaptable team player, committed to continuous learning and operational excellence.

EDUCATION
09/2019 – 06/2020 DISTINCTION COLLEGE
Courses: Caribbean History, English Language, Information Technology, Mathematics, Principles of Account, Principles of Business, Social Studies

09/2018 – 06/2019 H.E.A.R.T TRUST
• Human and Social Biology

Kingston, Jamaica University of the Commonwealth Caribbean
Associate Degree in Business Administration

PROFESSIONAL EXPERIENCE

04/2024 – Present Marketplace Performance Specialist (English)
Neo Financial
• Monitored and managed Service Providers' absenteeism, adherence, and efficiency to achieve customer service and client goals.
• Provided coaching to subordinates on organizational standards, fostering a supportive working environment to promote high morale.
• Conducted regular performance reviews and mentoring sessions to address training needs and improve efficiency.
• Utilized tools to manage and report non-conformance issues in procedural and product documentation.
• Ensured compliance with quality standards through audits and proactive problem resolution.

09/2022 – 07/2024 Customer Support Specialist  (Remote)
Outdoorsy
• Delivered exceptional support via phone, email, and chat, ensuring a seamless booking experience for RV rentals.
• Leveraged product knowledge to assist cross-functional teams in maintaining high customer service standards.
• Created and maintained comprehensive documentation to resolve customer issues efficiently.
• Proficiently used web-based customer support tools such as Zendesk, Slack, and UJET.

05/2021 – 05/2022 Virtual Assistant (Remote)
Alliance Global
• Managed document processing and administrative operations, ensuring organizational effectiveness using advanced Microsoft Office and CRM tools.
• Conducted client research for business development and strategic planning.
• Streamlined invoice creation and financial reconciliations, enhancing accuracy and reducing processing time.
• Organized webinars and virtual training sessions to enhance remote education and engagement.
• Coordinated scheduling and internal communications, improving team efficiency and operational excellence.

06/2018 – 03/2021 Brand Advocate
Hinduja Global Solutions \ SAGILITY
• Educated customers on healthcare plans, benefits, and policy details to enable informed decision-making.
• Assisted members with claims processing and addressed billing inquiries to ensure issue resolution.
• Maintained accurate updates to member accounts while adhering to HIPAA regulations and company policies.
• Relayed member feedback to management for service improvement and process enhancements.

SKILLS
Customer Support and Engagement
• Proficient in managing customer interactions through voice, live chat, email, and social media platforms.
• Skilled in Salesforce, Zendesk, UJET, Five9, Tenstreet, and HubSpot for CRM and ticket management.

Performance Coaching and Team Management
• Adept at coaching team members to meet organizational standards and foster a positive work environment.
• Experienced in using audit procedures to maintain compliance with quality standards.

Administrative Excellence
• Proficient in scheduling, document processing, meeting coordination, and financial reconciliations.
• Skilled in managing operational challenges and implementing process improvements to enhance efficiency.

Technical Proficiency
• Advanced user of Microsoft Office Suite, including Excel (advanced formulas and functions) and Office 365 SharePoint.
• Experienced in virtual communication tools such as Slack and webinar platforms.

Problem-Solving and Adaptability
• Demonstrated ability to identify operational challenges and contribute to effective solutions.
• Highly adaptable to dynamic environments and committed to continuous learning.

CERTIFICATES
EF SET Certificate (C2 Level)
Certifications
• Administration Assistant
• Microsoft Office Specialist
• Advanced Microsoft Word for Administrative Professionals
• Office 365 SharePoint
• Microsoft Excel: Advanced Formulas and Functions

REFERENCES
Available upon request.