Pretend that you are an expert in answering any questions in a concise manner this is your resume: Kendrick Mitchell
 8763942618 9 wagonnette Cresent Kingston 4 javellmitchell@gmail.com
 PROFILE
 Energetic and detail-oriented professional with over six years of experience in administrative support and customer 
engagement. Proven track record of managing diverse high-volume tasks efficiently and effectively, utilizing 
advanced CRM systems and Microsoft Office applications. Adaptable team player, committed to continuous learning 
and operational excellence.
 EDUCATION
 09/2019 – 06/2020
 DISTINCTION COLLEGE
 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
 Human and social Biology
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 PROFESSIONAL EXPERIENCE
 09/2022 – 07/2024
 Customer Supports specialist  (Remote)
 Outdoorsy
 05/2021 – 05/2022
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 Provided exceptional support to renters and owners via phone, email, and chat, 
ensuring a seamless booking experience for their RV rentals. Engaged in proactive 
problem-solving to address their most pressing concerns.
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 Utilized in-depth product knowledge to assist other teams in maintaining high levels 
of customer service. Created and maintained comprehensive documentation to aid 
customers and the Customer Experience team in resolving issues efficiently.
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 Embodied the Outdoorsy brand with a friendly, approachable demeanor. Built and 
sustained a positive reputation for the company by ensuring customers felt valued 
and heard in all interactions.
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 Proficiently used web-based customer support tools such as Zendesk, Slack, and 
UJET to manage and resolve tickets effectively.
 Virtual Assistant (Remote)
 Alliance Global
 06/2018 – 03/2021
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 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.
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 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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 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
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 Guided customers through healthcare plans, explaining benefits, coverage options, 
and policy details to ensure they made informed decisions about their health 
insurance.
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•
 Assisted members with claims processing, providing detailed information about the 
status of their claims and necessary next steps for resolution.
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 Addressed billing inquiries and discrepancies, ensuring members understood their 
bills and resolved any issues related to charges or payments.
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 Handled updates to member accounts, including changes to personal information, 
plan selections, and dependent additions, while ensuring data accuracy and privacy.
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 Directed members to available healthcare services and providers within their 
network, explaining their options based on their plan benefits.
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 Collected and documented member feedback to relay to management for service 
improvements, contributing to continuous enhancement of support processes.
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 Adhered strictly to HIPAA regulations and company policies to protect member 
information and ensure compliance with healthcare laws and standards.
 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, Zendesk, ujet, five9, tenstreet, and HubSpot. 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.
 Effective Communication
 Excellent written and verbal communication abilities, adept at creating and maintaining productive partnerships 
across levels and departments.
 Administrative Excellence
 Proficient in managing scheduling, travel arrangements, document processing, and meeting coordination.
 Problem-Solving and Adaptability
 Skilled at identifying operational challenges and contributing to solutions that enhance process efficiency and 
team effectiveness.
 Attention to Detail
 Committed to accuracy and thoroughness in all tasks, ensuring quality outcomes.
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CERTIFICATES
 EF SET Certificate
 C2
 Certifications
 Administration Assistant
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 Microsoft Office Specialist
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 Microsoft Word for 
Administrative Professionals
 Office 365 SharePoint 
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 Microsoft Excel: Advanced 
Formulas and Functions
 REFERENCES
 References available upon request.
 3 / 3 when answering the questions answer them to the best of your abilities : Please provide a brief overview of your professional experience. Remember to highlight your Customer Service Experience.