pretend that you are an expert in making resume, now Refine my resume’s skills and achievements sections to more effectively targetLearning & Development an Administartive Officer
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 [Learning & Development Administartive Officer
 ].  making sure to present this information in a way that’s engaging and ATS-friendly. 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 and this is every thing about thr job: Learning & Development Administartive 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”).

​

​JOB SUMMARY:


The L&D Risk Management Officer will be an active member of the GROW Learning Team with responsibilities for scheduling of training interventions within the organization. Using their level of expertise, the resource will provide guidance to the US team in identifying needs, appropriate content and evaluations based on the content. This resource will also be responsible for creating courses in the Learning Management system, setting up of virtual classrooms in addition to moderating virtual classroom sessions and assisting with any administrative tasks regarding across our Learning needs.

​

JOB RESPONSIBILITIES

Service Delivery

·      Liaise with project managers for course setup (Including Know n Grow program)

·     Ensure that courses have all appropriate documentation and other relevant course files for CPE Requirements (Including using LinkedIn and “people finder” to access bios and resumes for presenters, organizers, etc.)

·      Assist with the creation of courses in our Learning Management System

·     Reviewing knowledge checks and exam questions in accordance with CPE requirements and facilitating the knowledge check process during sessions.

·     Ensure electronic evaluations are used for all learning events, distributed to participants, and evaluation result reports are shared with content owners

·     Manage small to medium learning projects – communicating with high profile clients, arrange rehearsals, review, prepare and load materials for sessions

·      Handle potential technical issues and assist with any other adhoc tasks

·      Support Learning Team’s Efforts to edit video into learning videos

·      Manage the GROW Council and Learning Team’s mailbox

·      Maintain the RM Advisory Learning portal consistent with the updated process document/steps.

·      Assist with scheduling and sending invitations for virtual and Lakehouse sessions

·      Assist with virtual classroom setup and moderation

·      Be prepared to introduce virtual sessions including opening and closing sessions

·      Be able to handle audience technical questions during the sessions

·      Ensure that all presenters are prepared and comfortable in the virtual environment

·      Ensure that all microphones and broadcasting equipment is ready and in working order

·      Be prepared for contingency plans to deal with potential technical issues

·      Assist with any other adhoc tasks as requested

​

EDUCATION/EXPERIENCE

·        Bachelor’s degree from an accredited college/university

·        Intermediate level experience with tools like MS PowerPoint, Word, Excel, and Adobe Acrobat

·        Ability to identify and resolve exceptions to standard processes

·        Ability to independently manage daily tasks and activities

·        Ability to identify and resolve escalated issues within work scope

·        Strong attention to detail

​COMPETENCIES

Business Competencies

·     Communication - Delivering clear, effective communication and taking responsibility for understanding others.​Develop written material that is easily understood to influence business partners and management and simplify complex information to ensure understanding.

·     Customer Service -​Demonstrating a commitment to public service, serving internal and external customers while holding oneself accountable for quality outcomes.

·     Collaboration & Teamwork - Working cooperatively with others, inside and outside the organization, to accomplish objectives. Building and maintaining mutually beneficial partnerships while leveraging information and achieving results by:

I. Analyze needs of business partners

II. Establish relationships and credibility with business partners.

·     Stakeholder Management - Capable of building strong professional relationships with the ability to influence all levels across the organization.

Technical Competencies

·     Problem Solving - Identifies problems and uses logic, judgment, and data to evaluate alternatives and recommend solutions to achieve the desired organizational goal or outcome.

I. You have a common knowledge or an understanding of basic techniques and concepts.

·    Web-based Technologies - Supports the development, maintenance and application of web-based systems, services, and technologies (e.g., Internet, intranet, extranet, and website).

I. Has common knowledge or an understanding of basic web technologies.

II. Knows Internet standards relative to web technology development.

III. Understand logical conditions and its application

·   Information Systems Administration - Understands and demonstrates knowledge of applicable information systems including concepts, principles, and practices related to their use and application.

I. Remains abreast of changing and emerging technologies.

II. Regularly monitors systems as outlined to ensure performance

III. Maintains working knowledge of various information systems as sources of data and the business applications of the various source systems.

SKILLS

·        Basic knowledge and use of office productivity tools (MS Office, etc.)

·        Ability to learn and use other business information systems

·        Ability to complete lower complexity tasks accurately and completely with limited direction

·        Demonstrate a keen eye for detail

·        Must be tech savvy

SPECIAL CONDITIONS

·     Expected to work in a fast-paced environment

·     Will be working primarily in a paperless environment and expected to responsibly use information systems for the entire workday to access data or perform activities

·     May be required to work extended hours periodically or on public holidays.