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Administrative Services (ASK) Assistant 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”).  The Client is expanding operations at JESS to support the Administrative Services process area.  Team members within the delivery center work with Client’s stakeholders under a team extension model to support Client’s back office operations. The Client performs tasks related to administrative services.

JOB SUMMARY:

The JESS Administrative Services resources are responsible for performing various tasks in accordance with standard operating procedures provided by the Clients’ Administrative Services team including, but not limited to customer communications, collaboration with internal KPMG teams, supporting client engagements, reconciliations, client and market research, document processing, data analysis, PowerPoint presentations, coordinating meetings and training events, and booking travel. 

The JESS Administrative Services, Assistant Officer reports primarily to the JESS Administrative Services Team Lead but will also take direction from other Client team members who are accountable for supported work.

JOB RESPONSIBILITIES:


JESS Administrative Services Officers work in our virtual business center environment, serving in a vital role and providing excellent customer service and administrative support to KPMG’s partners, managing directors, directors, senior managers and managers. This is a dynamic, high-energy position. Current core responsibilities may include:

Provide proactive customer communication and prompt responses to messages
Collaborate with KPMG internal teams to support requests
Support client engagement management, including creating and managing invoices, drafting client engagement letters using firm standard templates, conducting time and expense reconciliations, processing payables, and other activities
Perform SYNC Client Relationship Management updates and edits
Research and book travel reservations
Coordinate and schedule conference rooms for meetings
Format documents; Compile/edit spreadsheets using intermediate and advanced Excel functions
Edit PowerPoint presentations; Process purchase requisitions and invoices
Assist with onboarding new hires
Conduct client and market research
Update and format resumes for inclusion in proposals or posting on KPMG portal
Assist with materials to support internal and external training events
KNOWLEDGE, SKILLS, and COMPETENCIES:

Education/Experience

Bachelor’s Degree from an accredited university/college or Equivalent Professional Accreditation
Minimum six (6) months administrative support experience
Computer proficiency with MS Word, PowerPoint, Excel, and Outlook and other office tools
Technical

Intermediate to advanced knowledge and use of office productivity tools (MS Office)
Intermediate to advanced knowledge of other business information systems
Ability to complete higher complexity tasks or intermediate complexity tasks at higher volumes accurately and completely with high degree of independence
Interpersonal

Strong communication skills and interpersonal judgment
Ability to communicate very effectively both orally and in writing
Capable of being entrusted with “confidential” information
Identifies opportunities to optimize processes and team performance
Ability to be flexible with job duties and scope of work
Ability to resolve escalated issues within work scope
Asks questions to seek clarification and direction when needed
Excellent customer service and problem solving skills
Ability to thrive in an environment of constant change and continuous learning
Superior organizational skills and dedication to completing projects in a timely manner
Detail oriented and comfortable working in a fast-paced environment
Ability to manage multiple tasks and prioritize appropriately
Strong team player that supports more junior members and improves overall team performance
Leadership

Demonstrates self-confidence and awareness of actions
Takes ownership and accountability for work quality and outcomes
Takes the initiative to develop skills and competencies that will lead to personal advancement 
Builds productive work relationships with peers and stakeholders 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.