pretend that you are an expert in making resume, now Refine my resume’s skills and achievements sections to more effectively target  Administrative assistant   Include specific examples of how I successfully applied [Skill] in a professional setting, leading to [Result]. Ensure the language used matches the industry lingo for [Administrative assistant ].  . Adju:st the formatting to emphasize these sections. : This is my resume: Kendrick Mitchell
 javellmitchell@gmail.com +18763942618
 PROFILE
 A proactive and results-oriented Customer Support Specialist with extensive experience across global digital
 platforms, focusing on providing outstanding client services and enhancing user experiences. Leveraging over 6
 years of expertise in customer engagement, issue resolution, and cross-functional collaboration, I thrive in fast-paced
 environments that require agility and a deep understanding of technology-driven support systems. Proficient in
 using industry-standard software like Salesforce, Zendesk, and Tableau, I maintain an outcome-oriented mindset
 with a dedication to continuous improvement and professional development. My remote work experience and the
 ability to work across multiple platforms allow me to deliver exceptional support to a diverse global clientele.
 EDUCATION
 09/2019 – 06/2020
 DISTINCTION COLLEGE
 CSEC
 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
 CSEC
 Human and social Biology
 •
 PROFESSIONAL EXPERIENCE
 2022 – 2024
 Customer Supports specialist  (Remote)
 Outdoorsy
 2021 – 2022
 •
 Refined customer support processes using a consultative and empathetic approach, 
leading to a significant 35% improvement in customer satisfaction. Implemented 
strategies that allowed for efficient ticket resolution across voice calls, live chats, 
email, and social media channels.
 •
 Spearheaded a cross-functional initiative to enhance product knowledge and support 
workflows, resulting in reduced resolution times and a 25% increase in customer 
experience ratings.
 •
 Utilized proactive problem-solving and detailed investigation practices to address and 
resolve customer issues, ensuring high levels of service quality and customer loyalty.
 •-Actively participated in ongoing product and process upskilling, becoming a subject 
matter expert in the travel and recreational vehicle industry sector.
 Sales Representative (Remote)
 Alliance Global
 2018 – 2021
 •
 Led B2B sales and support initiatives, driving a 40% growth in the client base by 
leveraging robust communication and negotiation skills across various platforms 
including live chats, email, and social media.
 •
 Implemented Salesforce CRM strategies to enhance the sales process, achieving a 
20% increase in sales efficiency and customer follow-up success rates.
 •
 Coordinated with marketing and product teams to align sales strategies with evolving 
market requirements, fostering a collaborative environment focused on continuous 
improvement.
 Brand Advocate
 Hinduja Global Solutions\ SAGILITY
 •
 Served as a Brand Advocate for Aetna and Humana accounts within a fast-paced 
BPO/Call Center environment, acting as the frontline liaison between the healthcare 
providers and their members. My role was instrumental in promoting and 
maintaining the integrity of the brands through exceptional service and support.
 1 / 3
•
 Employed an outcome-oriented approach to navigate members through the 
complexities of health insurance plans, benefits, and claims processing. This included 
educating customers on plan options, coverage details, and policy benefits, tailored to 
their specific healthcare needs and situations.
 •
 Mastered the use of CRM tools and proprietary databases to efficiently manage and 
resolve member inquiries, ensuring accurate and timely information was provided. 
This included handling sensitive health information with confidentiality and 
compliance to HIPAA regulations.
 •
 Demonstrated exceptional problem-solving skills by addressing and streamlining 
issues related to insurance claims, billing discrepancies, and coverage clarifications, 
resulting in a 30% reduction in customer complaint escalations.
 •
 Exercised a high degree of empathy and understanding in each interaction, leading 
to an enhanced customer experience. Implemented feedback mechanisms and 
satisfaction surveys to gather insights, which contributed to continuous service 
improvement initiatives, achieving a significant increase in customer satisfaction and 
retention rates.
 •
 Collaborated with healthcare providers, insurance underwriters, and internal 
departments to resolve member issues promptly and efficiently. This cross-functional 
teamwork ensured a cohesive approach to customer service, aligning with both 
Aetna’s and Humana’s commitment to member health and well-being.
 •
 Contributed to the training and development of new hires by sharing best practices 
and insights gained from handling complex member interactions. This mentorship 
role helped strengthen the team’s overall capability to deliver high-quality service.
 •
 Kept abreast of changes in healthcare policies, insurance products, and industry 
trends to provide the most current and beneficial information to members. This 
ongoing commitment to professional growth and product knowledge was key to 
maintaining the trust and confidence of members in our services.
 SKILLS
 Advanced Multichannel Support
 Proficient in managing customer interactions through voice, live chat, email, and social media platforms, ensuring a 
cohesive and positive user experience.
 CRM and Data Management
 Skilled in Salesforce and Zendesk usage, adept at leveraging these platforms for comprehensive customer 
relationship and ticket management.
 Empathy and Problem-Solving
 Recognized for utilizing empathy in customer interactions, combined with efficient problem-solving skills to deliver 
meaningful solutions.
 Consultative Approach
 Expert in adopting a consultative stance to understand customer needs thoroughly and tailor support efforts to 
those needs.
 Process Improvement
 Committed to identifying and implementing process improvements that enhance efficiency and customer 
satisfaction.
 Self-Motivated Worker
 Proven ability to work independently and maintain productivity in remote settings, demonstrating strong self
management and organizational skills.
 Continuous Learning and Adaptability
 Dedicated to ongoing professional development, including product training and process upskilling, to remain at the 
forefront of industry best practices.
 2 / 3
CERTIFICATES
 EF SET Certificate
 C2
 REFERENCES
 References available upon request.
 3 / 3 now in the resume you are going to replace what you did in alliance global from sales to a virtual assistant enter everything a virtual assistant would normally do and also make sure to add popular crm that would be use as well also make the resume to match this job postion at kpmg that your applying for as a Administrative Services (ASK) Assistant Officer this is every about the job you are applying for Administrative Services (ASK) Assistant Officer

OVERVIEW:

KPMG Jamaica has a delivery center named “Jamaica Extended Support Services (JESS)” operating from Kingston, which is contracted to provide back office support to its member firm KPMG United States (“the Client”).  The Client is expanding operations at JESS to support the Administrative Services process area.  Team members within the delivery center work with Client’s stakeholders under a team extension model to support Client’s back office operations. The Client performs tasks related to administrative services.

JOB SUMMARY:

The JESS Administrative Services resources are responsible for performing various tasks in accordance with standard operating procedures provided by the Clients’ Administrative Services team including, but not limited to customer communications, collaboration with internal KPMG teams, supporting client engagements, reconciliations, client and market research, document processing, data analysis, PowerPoint presentations, coordinating meetings and training events, and booking travel. 

The JESS Administrative Services, Assistant Officer reports primarily to the JESS Administrative Services Team Lead but will also take direction from other Client team members who are accountable for supported work.

JOB RESPONSIBILITIES:

JESS Administrative Services Officers work in our virtual business center environment, serving in a vital role and providing excellent customer service and administrative support to KPMG’s partners, managing directors, directors, senior managers and managers. This is a dynamic, high-energy position. Current core responsibilities may include:

Provide proactive customer communication and prompt responses to messages
Collaborate with KPMG internal teams to support requests
Support client engagement management, including creating and managing invoices, drafting client engagement letters using firm standard templates, conducting time and expense reconciliations, processing payables, and other activities
Perform SYNC Client Relationship Management updates and edits
Research and book travel reservations
Coordinate and schedule conference rooms for meetings
Format documents; Compile/edit spreadsheets using intermediate and advanced Excel functions
Edit PowerPoint presentations; Process purchase requisitions and invoices
Assist with onboarding new hires
Conduct client and market research
Update and format resumes for inclusion in proposals or posting on KPMG portal
Assist with materials to support internal and external training events
KNOWLEDGE, SKILLS, and COMPETENCIES:

Education/Experience


Minimum six (6) months administrative support experience
Computer proficiency with MS Word, PowerPoint, Excel, and Outlook and other office tools
Technical

Intermediate to advanced knowledge and use of office productivity tools (MS Office)
Intermediate to advanced knowledge of other business information systems
Ability to complete higher complexity tasks or intermediate complexity tasks at higher volumes accurately and completely with high degree of independence
Interpersonal

Strong communication skills and interpersonal judgment
Ability to communicate very effectively both orally and in writing
Capable of being entrusted with “confidential” information
Identifies opportunities to optimize processes and team performance
Ability to be flexible with job duties and scope of work
Ability to resolve escalated issues within work scope
Asks questions to seek clarification and direction when needed
Excellent customer service and problem solving skills
Ability to thrive in an environment of constant change and continuous learning
Superior organizational skills and dedication to completing projects in a timely manner
Detail oriented and comfortable working in a fast-paced environment
Ability to manage multiple tasks and prioritize appropriately
Strong team player that supports more junior members and improves overall team performance
Leadership

Demonstrates self-confidence and awareness of actions
Takes ownership and accountability for work quality and outcomes
Takes the initiative to develop skills and competencies that will lead to personal advancement 
Builds productive work relationships with peers and stakeholders