Pretend that you are an expert in answering any questions in a concise and quick manner this is the job your applying for : Gig Description

Are you a seasoned professional with a passion for leading remote teams? Join us as a Shift Lead for our UPGC Call Center, where your role is crucial in ensuring seamless operations and exceptional service delivery across various geographic locations.  

Responsibilities: 

Team Oversight: Manage and guide Service Providers dispersed in different locations to ensure consistent performance and adherence to standards. 
SLA Compliance: Ensure Service Level Agreements are met or exceeded. 
Remote Collaboration: Facilitate effective communication and collaboration among remote Service Provider, fostering a positive and productive Gig environment. 
Operational Excellence: Work closely with Service Providers to optimize processes and workflows, contributing to overall efficiency and excellence in service delivery.  
Experience/Skills

Leadership Skills: Demonstrate strong leadership capabilities, with the ability to motivate and guide a remote team to achieve set objectives.  
Operating Hours

Availability: Commit to a minimum of 20 hours per week, with flexibility in shift scheduling based on the business's needs.
Operating Hours: Work within the Call Center's operating hours from 11 am to 12 am,adapting to varying shift timings as required.  
*These times may be revised periodically based on business needs

MINIMUM HOURS TO BE WORKED EACH WEEK

You must work a minimum of 20 hours each week on all schedules

Mandatory Requirements

NA

Conflict of Interest

NA

Training Information

Duration

1 Hours

Price

$0.00 USD


Course Details

Other Requirements

Home Office

Computer Requirements

En and this is your resume:Kendrick Mitchell
 javellmitchell@gmail.com
 PROFILE
 8763942618
 Energetic and results-driven professional with over six years of diverse experience in customer 
support, sales, and client engagement. Skilled in delivering comprehensive administrative support, 
driving business growth, and enhancing customer satisfaction. Proficient in using advanced CRM 
systems like Zendesk and Salesforce, alongside expertise in Microsoft Office applications. Tech-savvy, 
adaptable, and dedicated to ongoing professional development and operational excellence.
 EXPERIENCE
 Outdoorsy (Remote), Customer Support Specialist
 •
 2022 – 2023
 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.
 Alliance Global (Remote)
 •
 2021 – 2022
 Led remote sales efforts, acquiring new clients through targeted outreach and relationship
building strategies.
 Managed sales pipeline using Salesforce, ensuring accurate forecasting.
 •
 Conducted virtual product presentations and demonstrations to potential clients.
 •
 •
 Exceeded sales targets by implementing innovative sales techniques and staying informed about 
products and services.
 Brand Advocate (Aetna and Humana), 
Customer Service Representative
 •
 2018 – 2021
 Acted as a primary liaison for Aetna and Humana, delivering exceptional service to maintain brand 
integrity.
 •
 Guided members through health insurance plans, benefits, and claims processes, ensuring clarity 
and compliance with HIPAA regulations.
 •
 Managed member inquiries using CRM tools, resolving issues related to claims, billing, and 
coverage promptly.
 •
 Collaborated with healthcare providers and internal teams to resolve issues efficiently and 
effectively.
 Supported the training and development of new hires by sharing best practices and expertise.
 •
•
 Stayed updated on healthcare policies and industry trends to provide accurate information to 
members.
 KEY SKILLS
 •
 Advanced Multichannel Support: Expertise in managing interactions through voice, live chat, 
email, and social media platforms.
 •
 CRM and Data Management: Proficient in Salesforce and Zendesk for effective customer 
relationship management.
 •
 Tech Savvy: Skilled in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and 
SharePoint for seamless document and schedule management.
 •
 Organizational Excellence: Superior ability to manage complex scheduling, travel arrangements, 
and project coordination.
 •
 Communication and Interpersonal Skills: Excellent verbal and written communication skills, 
capable of building and maintaining positive working relationships.
 •
 Problem-Solving and Adaptability: Strong analytical skills to identify challenges and develop 
innovative solutions.
 •
 Confidentiality and Discretion: Proven track record of handling sensitive information with 
confidentiality and professionalism.
 EDUCATION
 DISTINCTION COLLEGE, C.S.E.C
 Sep 2019 – Jun 2020
 Courses: Caribbean History, English Language, Information Technology, Mathematics, Principles of 
Account, Principles of Business, Social Studies
 H.E.A.R.T, C.S.E.C
 Human and Social Biology 
CERTIFICATES
 Sep 2018 – Jun 2019
 Alison
 Administration Assistant, Microsoft Office, Microsoft Word for Administrative Professionals, Office 
365 SharePoint for End Users, Microsoft Excel Formulas and Functions
 REFERENCES
 Available upon request.