Pretend that you are and expert who is applying to a job: How to Apply:

Email a short cover letter as a response on this platform or to <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>. this is your resume: Kendrick Mitchell
 javellmitchell@gmail.com +18763942618
 PROFILE
 A proactive and results-oriented Customer Support Specialist with extensive experience across global digital
 platforms, focusing on providing outstanding client services and enhancing user experiences. Leveraging over 6
 years of expertise in customer engagement, issue resolution, and cross-functional collaboration, I thrive in fast-paced
 environments that require agility and a deep understanding of technology-driven support systems. Proficient in
 using industry-standard software like Salesforce, Zendesk, and Tableau, I maintain an outcome-oriented mindset
 with a dedication to continuous improvement and professional development. My remote work experience and the
 ability to work across multiple platforms allow me to deliver exceptional support to a diverse global clientele.
 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
 •
 PROFESSIONAL EXPERIENCE
 2022 – 2024
 Customer Supports specialist  (Remote)
 Outdoorsy
 2021 – 2022
 •
 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.
 Sales Representative (Remote)
 Alliance Global
 2018 – 2021
 •
 Led B2B sales and support initiatives, driving a 40% growth in the client base by 
leveraging robust communication and negotiation skills across various platforms 
including live chats, email, and social media.
 •
 Implemented Salesforce CRM strategies to enhance the sales process, achieving a 
20% increase in sales efficiency and customer follow-up success rates.
 •
 Coordinated with marketing and product teams to align sales strategies with evolving 
market requirements, fostering a collaborative environment focused on continuous 
improvement.
 Brand Advocate
 Hinduja Global Solutions\ SAGILITY
 •
 Served as a Brand Advocate for Aetna and Humana accounts within a fast-paced 
BPO/Call Center environment, acting as the frontline liaison between the healthcare 
providers and their members. My role was instrumental in promoting and 
maintaining the integrity of the brands through exceptional service and support.
 1 / 3
•
 Employed an outcome-oriented approach to navigate members through the 
complexities of health insurance plans, benefits, and claims processing. This included 
educating customers on plan options, coverage details, and policy benefits, tailored to 
their specific healthcare needs and situations.
 •
 Mastered the use of CRM tools and proprietary databases to efficiently manage and 
resolve member inquiries, ensuring accurate and timely information was provided. 
This included handling sensitive health information with confidentiality and 
compliance to HIPAA regulations.
 •
 Demonstrated exceptional problem-solving skills by addressing and streamlining 
issues related to insurance claims, billing discrepancies, and coverage clarifications, 
resulting in a 30% reduction in customer complaint escalations.
 •
 Exercised a high degree of empathy and understanding in each interaction, leading 
to an enhanced customer experience. Implemented feedback mechanisms and 
satisfaction surveys to gather insights, which contributed to continuous service 
improvement initiatives, achieving a significant increase in customer satisfaction and 
retention rates.
 •
 Collaborated with healthcare providers, insurance underwriters, and internal 
departments to resolve member issues promptly and efficiently. This cross-functional 
teamwork ensured a cohesive approach to customer service, aligning with both 
Aetna’s and Humana’s commitment to member health and well-being.
 •
 Contributed to the training and development of new hires by sharing best practices 
and insights gained from handling complex member interactions. This mentorship 
role helped strengthen the team’s overall capability to deliver high-quality service.
 •
 Kept abreast of changes in healthcare policies, insurance products, and industry 
trends to provide the most current and beneficial information to members. This 
ongoing commitment to professional growth and product knowledge was key to 
maintaining the trust and confidence of members in our services.
 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.
 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.
 2 / 3
CERTIFICATES
 EF SET Certificate
 C2
 REFERENCES
 References available upon request.
 3 / 3 and this is everything about the job( job description):Full Job Description
About Comercio

Comercio is a rapidly growing e-commerce business, with a portfolio of online stores including Nordica Sauna and Outdoor Direct. As we continue to expand, we're looking for an empathetic Customer Care & Sales Representative to join our sales team.



Position Overview:

As a Customer Care & Sales Representative, you'll be an integral part of our sales and customer service team. Your primary focus will be driving sales by providing expert product recommendations, managing leads effectively, and providing outstanding customer service to ensure customer satisfaction and loyalty. You'll work closely under the Head of Sales to achieve sales targets and contribute to the overall success of the company. 



Don’t miss this opportunity. Join us to:

Be part of the early stages of a fast-growing company
Join a fun, driven team that values your contributions
Unlock significant career opportunities as you help us grow
Secure a long-term position with room for advancement
Benefit from top-notch eCommerce training and mentorship
Make decisions and direct your career path with autonomy
Experience limitless potential for advancement
Work without micromanagement and enjoy paid time off
Enjoy the flexibility of remote work
Cultivate your entrepreneurial spirit within a stable organization
Aspire to become a high-end manager if you excel beyond expectations


This Exciting Role Offers:

Growth potential that matches your skills and interests
Opportunities to explore customer service and systems improvement
Free training, mentorship, and courses to unlock your full potential

Job Responsibilities
Engage with customers via various channels including phone, email, and live chat to assist with sales inquiries, product recommendations, and order processing
Actively manage and nurture leads through effective communication and follow-up to convert leads into sales opportunities
Become a product knowledge expert, staying up-to-date with our product offerings, features, and benefits to effectively educate customers and drive sales
Provide exceptional customer service support to surprise and delight our customers, resolving any issues or concerns promptly and professionally
Assist with administrative tasks related to sales and customer care, including order entry and CRM maintenance
To apply, at the top of your cover letter, please write "Comercio’s Customer Service Rockstar”

Job Requirements
Description of Ideal Candidate, we are looking for someone who:

Thrives on challenges and problem-solving
Takes initiative and gets things done efficiently
Is self-motivated and can work independently
Embraces hard work as an opportunity for growth
Excels at logical reasoning and finding solutions
Pays meticulous attention to detail
Enjoys working behind the scenes to ensure flawless operations
Has a growth-oriented mindset and values continuous learning
Takes ownership and seeks more responsibility
Follows through on commitments and communicates effectively


Candidate Requirements

Previous experience in sales or customer service roles, preferably in an e-commerce environment
Strong communication skills with a friendly and professional demeanor
Passion for learning and becoming a product knowledge expert
Exceptional problem-solving skills and the ability to handle customer inquiries and complaints with patience and empathy
Ability to work collaboratively in a team environment and take direction from the Head of Sales
Proficiency in using CRM software and other sales tools is a plus
Fluent in English, preferably a near-native speaker
Typing speed of 50 WPM


The ideal candidate will act with:

Empathy
Clarity
Urgency
Honesty


Company Culture:

At Comercio, we value transparency and open communication. We work diligently while enjoying our journey together.



Additional Details:

Required - Internet: Fast, stable connection

Work Environment: Be prepared to answer calls promptly during business hours, with no disruptive background noise (e.g., coffee shops, children, dogs, etc.).



Working Hours:

Full-time position (40 hours/week): Monday - Friday, 9 AM - 5 PM US Eastern Time. 

 create an awarding wininng cover letter in a formal concise manner for the job