Administrative Support Specialist with Customer Service Focus

Shekinah Carpenter

Humble, TX ***** *******************@*****.*** 571-***-****

Professional Summary

Detail-oriented and customer-focused professional with proven experience in administrative support, customer service, and office operations. Recognized for effective communication, problem-solving, and multitasking skills in fast-paced environments. Adept at managing confidential information, supporting cross-functional teams, and enhancing customer satisfaction. Proficient in CRM systems including Salesforce, with a commitment to service excellence and continuous improvement.

Authorized to work in the US for any employer

Work Experience

Customer Service Agent - Call Center

Work at Home - Alorica

December 2025 to February 2026

•Answer inbound calls, chats, or emails from CVS customers.

•Resolve issues related to prescriptions, billing, insurance claims, account access, or product inquiries.

•Provide correct information while following scripts and compliance guidelines.

•Document interactions in CRM systems (like Salesforce or proprietary platforms).

•Deliver empathetic, professional support in a fast-paced environment.

Front Desk Receptionist

Redevelopment and Income Housing-Fishersville, VA

August 2018 to October 2019

•Greeted and welcomed guests, providing a positive first impression of the company

•Managed a high volume of incoming calls, directing them to the proper departments or individuals

•Scheduled appointments and kept an organized calendar for multiple staff members

•Efficiently handled all incoming and outgoing mail, packages, and deliveries

•Always supported cleanliness and organization of the front desk area

•Provided administrative support to various departments as needed, including data entry and filing

•Aided with event planning and coordination, ensuring smooth execution of meetings and conferences

•Responded promptly to customer inquiries in person, via phone or email, resolving issues effectively

•Managed visitor logbook accurately by recording necessary details for security purposes

Senior Customer Service Representative

FHCann & Associates-Remote October 2022 to August 2023

•Resolved complex customer inquiries and complaints, achieving an average customer satisfaction rating of 40%

•Developed and implemented training programs for new hires, resulting in a reduction of onboarding time by 32%

•Created comprehensive reports analyzing key performance indicators such as call volume, average handle time, and first-call resolution rate

•Developed strong relationships with key clients through regular communication and proactive problem-solving

•Found opportunities for upselling or cross-selling products/services based on customers' needs and preferences

•Aided in the development of customer service policies and procedures to ensure consistency across the department

•Implemented a feedback system to gather insights from customers about their experience with the company's products/services

Inventory Associate

WIS International-Woodbridge, VA

February 2020 to March 2021

*Performed detailed inventory checks to keep 99% order accuracy.

*Adhered to all safety protocols, contributing to a zero-incident workplace record.

*Collaborated with team members to meet strict production goals in a fast-paced setting.

Warehouse Associate

Amazon DSP-Springfield, VA

June 2020 to September 2020

*Used RF scanners to accurately pick and pack customer orders under tight deadlines.

*Labeled and sorted shipments to ensure prompt dispatch and delivery.

*Maintained efficiency and quality standards while handling high package volumes.

Cashier / Sales Associate

Chanello's Pizza-Norfolk, VA

January 2018 to March 2019

•Handled cash and online transactions, ensuring accuracy and efficiency.

•Provided excellent customer service and regularly exceeded sales goals.

Education

Criminal justice (College)

Lone Star College System

May 2023 to Present

Woodbridge Senior High School Woodbridge, VA August 2016- June 2018

Computer Information Systems (Trade school)

Woodrow Wilson Rehabilitation Center

February 2018 to October 2019

Upper secondary education

Skills

Warehouse experience

Live chat

Organizational skills

Shipping, picking & packing

Communication skills

Customer inquiry

handling Unloading

Customer service

RF scanner

Microsoft Word

Microsoft Excel

Microsoft Adobe

Microsoft Access

Quickbooks

Microsoft Outlook

Data entry in Excel POS systems

Microsoft PowerPoint

Writing skills

Administrative experience within education industry

Languages

•English

•Spanish (beginner)

Certifications and Licenses

National Retail Certification Present

Microsoft Excel Present

Microsoft Word

Present

Microsoft Outlook

Present

QuickBooks Certified ProAdvisor, Intuit

Secret Clearance

Microsoft Office Specialist

Confidential Clearance

Certified Social Media Strategist (CSMS)

Adobe Certified Expert

OSHA HAZMAT Hazardous Materials Handling Certification

QuickBooks Certified ProAdvisor

FSA

CPR Certification

Contact this candidate