Pretend as if your Kendrick whos a jamaican who plays football, loves to travel around the island from time to with families and friends now in the this is your resume: 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
 09/2021 – 06/2023
 Kingston, Jamaica
 H.E.A.R.T TRUST
 CSEC
 Human and social Biology
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 University of the Commonwealth Caribbean
 Associate Degree in Business Administration
 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.
 •
 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.
 •
 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.
 •
 Proficiently used web-based customer support tools such as Zendesk, Slack, and 
UJET to manage and resolve tickets effectively.
 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
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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.
 •
 Addressed billing inquiries and discrepancies, ensuring members understood their 
bills and resolved any issues related to charges or payments.
 •
 Handled updates to member accounts, including changes to personal information, 
plan selections, and dependent additions, while ensuring data accuracy and privacy.
 •
 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.
 •
 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.
 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.
 2 / 3
CERTIFICATES
 EF SET Certificate
 C2
 REFERENCES
 References available upon request.
 3 / 3 follow these instructions to the te make sure its not A.i dectetable Instructions: Please answer the following 5 questions to your best ability. Respond to each question in about 4-6 sentences. 

PLEASE NOTE: This written portion of the application will make up 70% of your total grade. Please take the next 30 minutes to create your responses below and take your time to review and proofread your responses before submission. 

Please respond to the following questions in your own words so that our team can effectively evaluate your written English skills. Please note that over-reliance on AI tools and lack of personalization may result in disqualification of your application. Be sure to always personalize your responses as much as possible. Personalization is KEY here at TalentPop!

CS Quiz #1 - What did you do on the day of your last birthday? Tell us about your day from start to finish and how you celebrated.

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Please Note: This question requires a minimum of 500 characters and max of 3,000 characters. Responses submitted below this requirement will not be considered. 
CS Quiz #2 - Imagine you woke up on your perfect day today! Tell us what you are doing this day, as if you are living it in real time. 

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Please Note: This question requires a minimum of 500 characters and max of 3,000 characters. Responses submitted below this requirement will not be considered. 
CS Quiz #3 - Tell us about what success looks like for you in the next 5 years. (What are your goals, dreams, aspirations, etc.)

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Please Note: This question requires a minimum of 500 characters and max of 3,000 characters. Responses submitted below this requirement will not be considered. 
The following two inquiries may be situations you will encounter in your day-to-day role at TalentPop. Please answer these questions in email format using customer service best practices.

CS Quiz #4 - Hi, my name is Susan. There is a problem with my order and I want a refund. Please advise. Thank you. (Please create an email response to this customer inquiry on how you would address their concern and solve this problem. Imagine the order number is 1234567, and physical address is known) 

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Please Note: This question requires a minimum of 700 characters and max of 3,000 characters. Responses submitted below this requirement will not be considered. 

There is no need to add a subject line to your email.
CS Quiz #5 - Situation: You are noticing that the company is continuously receiving negative feedback regarding sizing issues for the same product. How do you inform the team about this issue? (Please share the message you will send to the team to inform them about this ongoing issue.)

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Please Note: This question requires a minimum of 700 characters and max of 3,000 characters. Responses submitted below this requirement will not be considered. 

There is no need to add a subject line to your email.