Customer Service Office Assistant

Jacey Hensley

“Too often we underestimate the power of a touch, a smile, a kind word… all of which have the potential to turn a life around.” — Leo Buscaglia

432-***-**** *.*.***********@*****.*** Nacogdoches, TX linkedin.com/in/Jacey_Hensley

Customer Service Profile

Friendly, empathetic, and solutions-driven administrative professional with a heart for helping others. From managing fast-paced office tasks to volunteer mission trips, I thrive on making others feel seen, supported, and valued. I combine clear communication and remote collaboration tools to build efficient systems and unforgettable customer experiences.

“Helping people has always been at the heart of every role I’ve taken on. Whether I was managing community events, coordinating volunteers, or simply answering phones, I’ve made it my mission to leave people feeling seen, supported, and cared for. I’ve even walked door to door for days just to grow our client base—because I genuinely believe in the power of connection. I bring kindness, resourcefulness, and a calm presence to every conversation, and I’ve learned that sometimes, a smile is the first step to success.” Professional Experience

Civil Air Patrol – Office Assistant (Remote) Nov 2024 – Feb 2025

- Supported remote ops with calendar/task management, improving continuity by 15%

-Greeted Guests and cadets and assisted with any questions they may have including enrollment, payments, or escalations

- Organized meeting notes and tracked deliverables to enhance team communication

-Provided logistical and admin support including intercity mail runs, office supply ordering, and cadet uniform purchasing.

-Helped coordinate award ceremonies and youth training events to recognize and support cadet development.

-Took on bookkeeping duties for 400+ offices, organizing year-end documentation and collaborating with a tax preparer on filings.

-Navigated a solo onboarding experience by teaching myself the systems and responsibilities after the previous staff member left.

-Gave my best effort to a challenging role, but ultimately stepped away due to lack of training and internal support. Junior Achievement of the Permian Basin – Office Manager Jan 2023 – Oct 2024

-Increased volunteer & donor retention by 38% through empathetic engagement and follow-ups

-Wore many hats to support day-to-day operations, from budgeting and scheduling to volunteer coordination and donor engagement.

-Spearheaded event planning efforts for major fundraisers like the annual Jingle Bell Run, including sponsorship outreach and on-the-ground canvassing.

-Built strong relationships with community donors and sponsors by visiting businesses in person and maintaining regular follow-up.

-Led Zoom events, trained volunteers, and managed budgeting & reporting in cloud systems

-Recruited 350+ volunteers, improving program capacity and youth education impact Integra Staffing – Office Assistant Jan 2020 – Jan 2023 Transitioned between placements, including a high-volume hotel and a residential apartment complex.

-At the hotel: Managed front desk operations, auditing, and housekeeping coordination; handled 250+ daily check-ins and 300+ check-outs.

-Pre-audited financial records in coordination with night auditors, boosting accounting accuracy and operational flow.

-At the apartment complex: Handled tenant applications, lease approvals, and coordinated maintenance requests.

-Acted as the first point of contact for tenant concerns, fostering positive resident relations and quick resolution of issues.

-Adapted quickly to varying client environments, providing consistent support, professionalism, and attention to detail. Home2 Suites – Night Front Desk Jan 2019 – Jan 2020

-Handled 90+ nightly check-ins, reducing wait times by 30% through problem-solving and speed

-Oversaw and built Housekeeping schedules based on check in and check out of guests.

-Politely assisted guests with any issues that may arise including accommodation with room upgrades or refunds dependent on the situation. ABC Roofing Inc. – Sales Manager Jul 2016 – Aug 2019

-Supervised team of 8; increased revenue by 25%+ annually with client-first sales strategies

-Handled all data entry and financial reporting for sales and inventory, maintaining accurate records in the company’s bookkeeping system.

-Tracked incoming inventory and reconciled material usage against project budgets, reducing waste and improving forecasting.

-Balanced sales oversight with back-office duties, ensuring alignment between revenue reporting, supply management, and customer satisfaction. Volunteer Experience

Golf Course Church of Christ Missions (2008–2016)(2019)

-Traveled globally with my church to Uganda, Mexico, India, and Africa on mission trips to serve local communities

-Helped build homes, taught financial literacy, and prepared care packages with local communities while teaching spiritual practices. Fix West Texas Volunteer & Social Media Lead

-Fostered animals and supported adoptive families with resources and training

-Designed newsletters and currently manage their social media presence Junior Achievement of the Permian Basin Volunteer

-Still actively design newsletters and manage social media despite no longer employed

-Taught financial literacy and developed educational materials for students starting from kindergarten and going up until college readiness prep. Education

University of Phoenix – Business Administration & Marketing (In Progress) Certifications

Administrative Professional Foundations – LinkedIn Learning (Oct 2024) Essential Business Communication Skills – LinkedIn Learning (Oct 2024) Skills

• Customer Service & Conflict Resolution • Google Workspace & Zoom • Empathy-Driven Problem Solving • Multi-Channel Communication • First Call Resolution & Escalation Handling • Client Retention & Relationship Building • Active Listening & De-Escalation • Scheduling & Calendar Management • CRM & Social Media Tools • Newsletter Design & Community Engagement • Volunteer Coordination & Team Support • Order Processing & Data Entry Accuracy • Service Recovery & Follow-Up • Adaptability in Fast-Paced Environments • Typing Speed: 75+ WPM

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