Petend that you are an expert in revamping resumes, your task is to revamp this resume that is going to be provided shortly these are the things that your going to do under section that states HGS or Sagility you are going to replace it with Aetna and Humana you will provided a brief summary of what was done while you working there and system thats were use will be place under the skills section this is the resume improve it as well also make it ats friendly: 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
### Kendrick Mitchell
Email: javellmitchell@gmail.com
Phone: <PRESIDIO_ANONYMIZED_PHONE_NUMBER>

—

### PROFILE
A proactive and results-oriented Customer Support Specialist with over 6 years of extensive experience across global digital platforms. I excel in delivering outstanding client services and enhancing user experiences through effective customer engagement, issue resolution, and cross-functional collaboration. Proficient in using industry-standard software like Salesforce, Zendesk, and Tableau, I thrive in fast-paced environments demanding agility and a deep understanding of technology-driven support systems. My ability to work remotely across multiple platforms allows me to deliver exceptional support to a diverse global clientele, maintaining an outcome-oriented mindset with a dedication to continuous improvement.

—

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

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

—

### PROFESSIONAL EXPERIENCE

Customer Support Specialist (Remote)
Outdoorsy | 2022 – 2024
- Refined customer support processes using a consultative and empathetic approach, leading to a 35% improvement in customer satisfaction.
- Spearheaded cross-functional initiatives to enhance product knowledge and support workflows, resulting in a 25% increase in customer experience ratings.
- Utilized proactive problem-solving and detailed investigation practices to 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.

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
Aetna and Humana (Formerly with Hinduja Global Solutions/ Sagility)
- Served as a Brand Advocate within a fast-paced BPO/Call Center environment, acting as the frontline liaison between healthcare providers Aetna and Humana, and their members, promoting and maintaining brand integrity through exceptional service.
- Employed an outcome-oriented approach to navigate members through the complexities of health insurance plans, benefits, and claims processing, including educating customers on plan options, coverage details, and policy benefits.
- Mastered the use of CRM tools and proprietary databases to manage and resolve member inquiries efficiently, ensuring accuracy and compliance with HIPAA regulations.
- Demonstrated exceptional problem-solving skills addressing insurance claims, billing discrepancies, and coverage clarifications, resulting in a 30% reduction in customer complaint escalations.
- Exercised high empathy and understanding in each interaction to enhance customer experience, implementing feedback mechanisms and satisfaction surveys to foster continuous service improvement.
- Collaborated with healthcare providers, insurance underwriters, and internal departments to resolve member issues promptly, ensuring a cohesive approach to customer service.
- Contributed to the training and development of new hires by sharing best practices and complex interaction insights, strengthening the team’s overall service capability.
- Stayed updated on changes in healthcare policies, insurance products, and industry trends to provide the most current and beneficial information to members, maintaining trust and confidence.

—

### 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.

—

### CERTIFICATES
- EF SET Certificate: C2

—

### REFERENCES
- Available upon request.

—

### Notes for ATS Optimization
- Keep the resume format simple with clear headings and bullet points.
- Use keywords and phrases directly from the job description.
- Avoid using images, graphics, or unconventional fonts that ATS might not be able to parse correctly.
- Save the document in a text-based format like .docx or .pdf with actual text, not images of text.