Kendrick Mitchell--
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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09/2021 – 06/2023
Kingston, Jamaica
University of the Commonwealth Caribbean
Associate Degree in Business Administration
PROFESSIONAL EXPERIENCE
09/2022 – 07/2024
Customer Supports specialist (Remote)
Outdoorsy
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.
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05/2021 – 05/2022
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
Guided customers through healthcare plans, explaining benefits, coverage options,
and policy details to ensure they made informed decisions about their health
insurance.
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.
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.
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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 selfmanagement 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
Microsoft Office Specialist
Microsoft Word for
Administrative Professionals
Office 365 SharePoint
Microsoft Excel: Advanced
Formulas and Functions
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REFERENCES
References available upon request.
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