Administrative Assistant & Customer Service Support

Christina Shepherd

Administrative Assistant- Project Free University Inc.

Indianapolis, IN +1-317-***-**** ***************@*****.*** Professional Summary

"I am a dedicated and motivated individual with a strong work ethic and a positive attitude. I take immense pride in both my job performance and the collective achievements of my team. As a team player, I strive to motivate and encourage my colleagues by setting a high standard through my actions and consistently aiming to do what is right and best for the company. I believe in leading by example and allowing my conduct and attitude to serve as a model for my peers." Willing to relocate to: Fort Worth, TX - Indianapolis, IN - Tampa, FL Work Experience

Remote Customer Service Representative

Indiana Bureau of Motor Vehicles

Remote Customer Service Rep

Indiana Bureau of Motor Vehicles Indianapolis, IN February 2025 to Present

• Provided exceptional customer service and support to remote customers, ensuring their needs were met and issues resolved in a timely manner

• Managed a high volume of incoming calls and emails from remote customers, consistently meeting or exceeding performance metrics for response time and customer satisfaction

• Demonstrated strong problem-solving skills by effectively troubleshooting technical issues faced by remote customers, resulting in XX% reduction in escalations to higher-level support teams

• Utilized CRM software to accurately document customer interactions, inquiries, and resolutions, maintaining comprehensive records for future reference

• Provided step-by-step guidance to remote customers on how to navigate online platforms or use software applications effectively

• Maintained up-to-date knowledge of company products/services as well as industry trends to provide accurate information and recommendations remotely

• Identified patterns or recurring issues reported by remote customers and proactively communicated them to the appropriate departments for process improvement initiatives

• Effectively managed angry or dissatisfied remote customers by actively listening to their concerns, empathizing with their frustrations, and finding suitable solutions that exceeded expectations whenever possible

• Participated in regular training sessions/webinars provided by the company to enhance product knowledge as well as improve communication skills when dealing with remote customers Customer Service Representative

Bureau of Motor Vehicles Indianapolis, IN

February 2025 to Present

I handle a high volume of customer inquiries, primarily through phone, email, or online chat, regarding various BMV services such as vehicle registration, driver's licenses, and titles. They would provide accurate and timely information, troubleshoot issues, and escalate complex situations to appropriate BMV personnel. Teacher

Bright Beginnings Learning Academy Indianapolis, IN November 2015 to Present

Responsibilities

Maintain a clean and safe environment

Engage in constant activates

Maintain individual portfolios of each child

Communicate effectively with parents

Demonstrate understanding of child development

Social Media Marketing

Parent Communication

Send out Blast Emails

Coordinate Community events

Event Coordinator

Bright Beginnings Learning Academy Indianapolis, IN October 2022 to June 2024

• An event coordinator for child care is responsible for planning, organizing, and overseeing events and activities specifically designed for children. Their role typically includes the following duties:

• Planning Activities: Developing and scheduling age-appropriate activities that are engaging, educational, and entertaining for children.

• Safety Management: Ensuring that all activities comply with safety regulations and that the environment is safe and secure for all participants.

• Resource Coordination: Managing resources such as materials, supplies, and equipment necessary for the activities and events.

• Team Leadership: Supervising and coordinating the work of staff, volunteers, or caregivers involved in the event.

• Communication: Communicating with parents or guardians regarding event details, obtaining necessary permissions, and addressing any concerns

• .Budget Management: Managing the budget for the event, ensuring cost-effectiveness while maintaining quality.

• Evaluation: Assessing the success of the event through feedback and making improvements for future events Administrative Assistant

Project Free University Inc. Indianapolis, IN

June 2022 to September 2023

• Provided excellent customer service to all clients in a timely manner.

• Managed day-to-day operations of Executive Director

• Performed administrative duties such as scheduling, filing, faxing and placing orders

• Greeted visitors, clients and students, directed phone calls, and set up appointments

• Served as point of contact for Executive Director

• Maintained the reception area

• Maintained Client records

• Assisted in answering Client questions

• Reviewed, sorted, and distributed incoming e-mails

• Scheduled meetings

• Direct Marketing

• Coordinate Community events

Store Associate

Old Navy Indianapolis, IN

October 2015 to November 2015

Responsibilities

Cashier -taking money in all forms

Stocking

Customer Service

Secretary

MacAfee Modeling Agency Indianapolis, IN

August 2014 to October 2015

Responsibilities:

answering calls

setting up photo shoot

ordering props

getting and taking order

making sure work area is clean

Skills Used

computer skills

customer care

Customer Service Rep/ Cashier

Big Lots Indianapolis, IN

October 2010 to September 2012

Responsibilities:

cashier

making exchanges and returns for customers

cleaning work area

answering phone calls

making sure customers find items

Cleaning Associate

Enoch Cleaning Services Indianapolis, IN

July 2005 to August 2007

Responsibilities:

Cleaning bingo halls

cleaning apartment complexes inside and out

Making sure inventory is stocked and ready for the next day. Staff Management

Hewitt Packard Indianapolis, IN

May 2004 to June 2004

Responsibilities:

ordering parts for computers

making sure work stations were clean

making sure all paper work was signed and faxed

In-Seat Runner

Conseco Fieldhouse Indianapolis, IN

October 2003 to February 2004

Responsibilities

placing orders

bringing food and or drink to customers

accepting monies in all forms

Cashier

King Ribs Bbq Indianapolis, IN

October 2003 to February 2004

Responsibilities

placing order for customers

accepting monies in all forms

making sure word area was up to par according to regulation Event Coordinator/Manager

Education

Associate (High school or equivalent)

Ivy Tech Community College Indianapolis, IN

May 2014

Customer Service (High school diploma)

Broad Ripple High School Indianapolis, IN

August 2000 to May 2004

Some college

Skills

Social media management Customer support Productivity software Video conferences

(communication methods) Client interaction via phone calls Sales Employee relationship building Microsoft Excel Typing Front Desk Customer order taking Google Workspace Sports Time Management Teaching Retail Sales Customer service Marketing Toddler Care Search Engine Optimization (SEO) Event planning Classroom Management Google Analytics Organizational Skills Attention to detail Web Design Phone Etiquette Desktop applications Editing Grammar Experience Client services Service scheduling Social listening Google Suite Managing clients in a customer support role Experience with Children Outbound calling Multi-line phone systems WordPress Conflict management Live chat Problem management Analytics Problem-solving Confidential information handling Interviewing Executive administrative support Hospitality Grocery store Branding Computer literacy Phone call management Windows Negotiation Phone communication QuickBooks Microsoft Powerpoint Adobe Photoshop Childcare Digital marketing Marketing Automation Filing Data management Leadership Cash management Order entry Microsoft Access Microsoft Office Project Management 5G Computer operation Schedule management Communication Skills Help desk Supervising experience Clerical experience iOS Account management Weight loss Office experience Calendar management Customer training Sales negotiation Research Medical scheduling In-person customer service Inside sales Recruiting Google Docs 4G/LTE CRM software Office management Microsoft Word Canva Salesforce Telecommunications headsets Google Calendar Word processing Product management Administrative experience Customer relationship building Technical Proficiency HubSpot MailChimp Email Marketing Customer communication E- Commerce Objection handling (sales technique) English Public relations Data entry Tractor- trailer Video conferencing systems operation Customer information system software Mobile applications Computer Skills Empathy Account maintenance Software troubleshooting Customer engagement Direct marketing SEO Mac OS Training & development Email customer support Managing customer accounts Manufacturing Human resources Customer relationship management

Languages

English

Certifications and Licenses

Food Handler Certification

First Aid Certification

Firearms License

CPR Certification

Additional Information

Authorized to work in the US for any employer

• Skills & Qualifications:

• Effective Communication: Skilled in engaging with customers, including handling challenging conversations with professionalism and empathy.

• Expectation Management: Proficient in setting and resetting customer expectations to ensure clarity and satisfaction.

• Customer Delight: Committed to exceeding customer expectations and creating positive experiences.

• Opportunity Management: Adept at identifying and managing opportunities to enhance customer satisfaction and business growth.

• Team Collaboration: Focused on meeting customer needs through a collaborative team approach.

• Microsoft Office Proficiency: Competent in using Microsoft Office applications to support various business tasks.

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