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 script. sct as Kendrick thus is yourmresume Kendrick Mitchell
 <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS> +18763942618
 PROFILE
 An adaptable and dedicated professional with over 6 years of diverse experience excelling in customer service,
 administrative support, and technical expertise. My background spans significant roles where I’ve championed
 enhanced communication strategies, operational efficiencies, and technology-driven solutions. Armed with a proven
 ability to thrive in dynamic environments, my focus is on delivering exceptional results through a blend of analytical
 prowess, collaborative energy, and a continuous improvement mindset. Proficient in an array of industry software
 and CRM platforms, I am committed to leveraging my skills to contribute to the success and growth of forward
thinking organizations. My experience working remotely has honed my ability to manage projects autonomously
 while being an effective team player across global teams. I’m eager to apply my versatile skill set to new challenges
 and industries, bringing a proactive approach to achieving business objectives and exceeding stakeholder
 expectations.
 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.
 Virtual Assistant (Remote)
 Alliance Global
 •
 Supported document management and administrative operations, utilizing advanced 
Microsoft Office and CRM functionalities, ensuring the highest standard of 
organizational effectiveness.
 Client research initiatives to support business development and strategic planning.
 •
 •
 Refined financial operations by streamlining invoice creation and financial 
reconciliations, resulting in improved accuracy and a reduction in processing time.
 •
 Document processing and managed productions, improving team productivity 
through the adoption of advanced software functionalities.
 •
 participate in the organization and technological setup for webinars and virtual 
training sessions, enhancing the company’s capability to deliver continuous education 
and engagement remotely.
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2018 – 2021
 •
 Streamlined internal communications and managed extensive scheduling for 
company executives, contributing to the maintenance of operational excellence and 
improving team efficiency.
 Brand Advocate
 Hinduja Global Solutions\ SAGILITY
 •
 Providing tailored guidance through health insurance plans, benefits, and claims 
processing, vastly improving members’ understanding and satisfaction.
 •
 Efficiently managing member inquiries using CRM tools and databases, maintaining 
strict adherence to HIPAA for privacy and accuracy.
 •
 Reducing customer complaints by 30% through effective problem-solving of 
insurance claims, billing issues, and coverage questions.
 •
 Implementing feedback mechanisms to boost customer experience, leading to 
significant improvements in service quality and member retention.
 •
 Ensuring prompt issue resolution in collaboration with healthcare providers and 
internal teams, reinforcing the commitment to member health and well-being.
 •
 Mentoring new team members, enhancing team performance, and keeping abreast of 
industry developments to offer current and impactful member support.
 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.
 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.
 Effective Communication
 Excellent written and verbal communication abilities, adept at creating and maintaining productive partnerships 
across levels and departments.
 Organizational
 Demonstrated capability in handling complex scheduling, event planning, and document management with 
utmost precision and efficiency.
 Problem-Solving and Adaptability
 Skilled at identifying operational challenges and contributing to solutions that enhance process efficiency and 
team effectiveness.
 CERTIFICATES
 EF SET Certificate
 C2
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REFERENCES
 References available upon request.
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