Executive Assistant Customer Experience

Nandé Hardy

Executive Assistant Administrative Support Specialist

215-***-**** *****.***.*****@*****.*** Philadelphia, PA Objective

Strategic and compassionate administrative professional with 5+ years of experience leading high-impact customer experience operations, supervising teams, and optimizing workflows across healthcare, senior living, and creative services. Proven ability to coach staff, manage cross-functional priorities, and improve service quality in emotionally sensitive, compliance-focused environments. Adept in Google Workspace, Microsoft Office, CRM platforms, and project management tools. Passionate about driving equity and excellence in mission-driven organizations. Education

Penn State University University Park, PA

B.S. Cyber Security May 2026

Agora Cyber Charter School King of Prussia, PA

High School Diploma June 2018

Skills

● Team Supervision &

Scheduling

● Customer Experience &

Resident Relations

Operational Workflow

Improvement

Document Management &

Quality Control

● Google Workspace &

Microsoft Office Suite

CRM, Zendesk, Trello,

Asana, Notion

● Dispatch & Transportation

Coordination

● Conflict Resolution &

De-escalation

● Calendar & Meeting

Management

● Data Entry & Confidential

Record Keeping

Experience

Resident Experience & Administrative Coordinator

Oxford Enhanced Senior Living – Langhorne, PA January 2025 – Present

● Lead front desk operations and serve as the direct supervisor for concierge staff, managing schedules, resolving call-outs, and providing on-the-spot coaching and support.

● Act as the primary liaison for residents, families, and six department heads, including the Executive Director, ensuring clear and compassionate communication across departments.

● Monitor emergency response systems and oversee the wellness tab process to ensure immediate follow-up on health and safety alerts.

● Created and implemented workflow improvements, reducing resident complaint follow-ups by 30%.

● Train new concierge staff and maintain up-to-date procedural documentation for team efficiency. Office Manager

Fantastic Photography – Philadelphia, PA September 2021 – October 2023

● Directed daily operations for a growing creative business, overseeing internal communications across four independent creative teams.

● Managed all aspects of scheduling, billing, and client communication; maintained 95%+ satisfaction rating from clients.

● Supervised part-time admin and studio staff, ensured team accountability, and created streamlined booking and intake systems to reduce administrative errors.

● Built repeatable workflows that increased booking efficiency and team coordination by 40%.

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