I want you to create a cover lettter using my rresume: Kendrick Mitchell
javellmitchell@gmail.com 8763942618
PROFILE
I am a dynamic individual who is oriented towards yielding good results. I have been in customer support, sales and
client engagement for over six years now in different sectors. I have great expertise in leveraging on advanced
customer service skills, sales optimization and relationship building to enhance business growth and improve the
satisfaction of customers. Capable of using CRM systems like Zendesk and Salesforce well as I can improve my
abilities to work from various regions without an office constantly working on my professional development.
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
09/2021 – 06/2023
Kingston, Jamaica
University of the Commonwealth Caribbean
Associate Degree in Business Administration
PROFESSIONAL EXPERIENCE
09/2022 – 07/2024 Customer Supports specialist (Remote)
Outdoorsy
•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.
05/2021 – 05/2022 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.
•Streamlined internal communications and managed extensive scheduling for
company executives, contributing to the maintenance of operational excellence and
improving team efficiency.
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06/2018 – 03/2021 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 selfmanagement 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.
3 / 3 and use the job post: Full Job Description
As the Client Success Manager - Quality Assurance, you will play a crucial role in ensuring our clients receive the highest standard of service across their interactions with our team. You will work closely with our Account Managers and Account Strategists to create and maintain the standards that define an excellent client experience. Your primary responsibilities will involve monitoring and analyzing client communications, identifying areas for improvement, and providing actionable feedback to enhance our client interactions.


Job Responsibilities
● Listen to and review client phone conversations, identifying key areas for improvement

such as proper introductions, rapport-building, and active listening

● Review written communications on platforms like Basecamp, email, and other client

interaction tools to ensure high-quality service standards are met

● Flag instances where the team fails to address client issues or concerns adequately and

identify patterns of negative interactions

● Identify irate or dissatisfied customers and assess the frequency and cause of these

interactions

● Develop and provide tools, resources, and training materials to the team to help

proactively avoid negative situations and improve communication skills

● Generate biweekly reports summarizing observations, areas for improvement, and

actionable recommendations for the team to implement

● Collaborate with Account Managers and Account Strategists to ensure a seamless and

positive client experience across all touchpoints


Job Requirements
● Proven experience in customer service, client success, or a quality assurance role,

preferably within a digital marketing or sales environment

● Strong analytical skills and attention to detail, with the ability to identify trends and

patterns in client interactions

● Excellent communication skills, both written and verbal, with the ability to provide clear

and constructive feedback

● Familiarity with client management tools such as Basecamp, CRM systems, and other

communication platforms

● Ability to work independently and manage time effectively in a remote, contract-based

role

● A proactive and solution-oriented mindset with a focus on continuous improvement


Skills Required
Customer Support - Expert
Analytics - Expert make itas if you are the prefect candidate for this psotion explain that while you were working at sagility you were getting training for a postion of a q.a however you were unable to fully transtion from a customer service/sme to a q.a due to the acount no longer being avaible in jamaica the account is (aetna) and you change the account to  Humana explained yo have all the requirement make it concise and formal and upbeat make it a way you dont come off as a non a.i way