Henry

SHEPHERD HENRY
Customer Support Specialist | Sales Operations Assistant | CRM Support |
Virtual Assistant
■ [open contact info](look above in the "contact info" section)
■ [open contact info](look above in the "contact info" section) (WhatsApp)
■ Remote | Available Worldwide

PROFESSIONAL SUMMARY
Results-driven Customer Support and Sales Operations Specialist with experience supporting
international customers through email, chat, and phone channels. Skilled in CRM administration,
lead management, customer retention, workflow optimization, virtual assistance, and digital
operations. Proficient with HubSpot, Zoho, Salesforce, Zendesk, Google Workspace, and remote
collaboration tools. Recognized for excellent communication, problem-solving ability, and delivering
exceptional customer experiences in remote environments.

Currently pursuing a U.S.-accredited Information Technology degree through Brigham Young
University–Idaho (BYU-Pathway Worldwide), expanding expertise in technical support, networking,
systems administration, and troubleshooting.

CORE COMPETENCIES
• Customer Service & Technical Support
• CRM Management (HubSpot, Zoho, Salesforce)
• Sales Operations & Lead Management
• Customer Success & Retention
• Inbound & Outbound Communication
• Virtual Assistance & Administrative Support
• Workflow Optimization & Process Improvement
• Data Entry, Reporting & Documentation
• Google Workspace & Microsoft Office
• Trello, Notion & Collaboration Tools
• Cross-Functional Teamwork
• Remote Operations & Time Management

PROFESSIONAL EXPERIENCE
Freelance Customer Support & Operations Assistant (Remote)
• Managed customer inquiries through email, chat, and phone channels.
• Maintained organized customer records and CRM databases.
• Assisted with customer onboarding, retention, and support processes.
• Improved workflow efficiency through better organization and follow-up procedures.
• Prepared reports and maintained accurate documentation.
• Collaborated with sales and marketing teams to improve customer engagement.

Virtual Assistant – Sales & Marketing Support (Remote)
• Coordinated scheduling, lead tracking, and customer communication.
• Maintained CRM data accuracy and sales pipeline organization.
• Supported digital marketing initiatives and community engagement.
• Assisted with reporting and administrative tasks.
• Helped manage customer outreach and follow-up activities.

Digital Support Volunteer – IT Department, Osun State University
• Assisted students and staff with technical troubleshooting and support.
• Managed registration systems and data organization.
• Supported online communication and digital event coordination.
• Improved internal workflows through process documentation and templates.
• Recognized for reliability, teamwork, and attention to detail.

EDUCATION
Brigham Young University–Idaho (BYU-Pathway Worldwide)
PathwayConnect – Information Technology
June 2026 – Present
Anticipated Completion: 2029

Focus Areas:
• Technical Support
• Networking
• Systems Administration
• Troubleshooting
• IT Support Fundamentals

CERTIFICATIONS & ACHIEVEMENTS
• Customer Relationship Management (CRM) Fundamentals
• Google Digital Garage – Digital Marketing Basics
• Remote Work Productivity & Collaboration
• Recognized for professionalism and cross-cultural communication
• Demonstrated ability to work effectively with international clients in remote environments

TECHNICAL TOOLS
CRM Platforms: HubSpot, Zoho CRM, Salesforce

Support Platforms: Zendesk, Freshdesk, Intercom

Marketing Tools: Canva, Mailchimp, Meta Business Suite

Productivity & Collaboration: Google Workspace, Microsoft Office, Trello, Notion, Zoom, Google
Meet, Microsoft Teams

LANGUAGES
• English — Native / Fluent (C2)

AVAILABILITY
• Open to full-time and part-time remote opportunities
• Flexible across U.S., European, and international time zones
• Available for evening, overnight, and weekend shifts when required
• Available for Customer Support, Customer Success, CRM Support, Sales Operations, Virtual
Assistant, Administrative Support, and Entry-Level IT Support roles
• Ready to start immediately

PERSONAL STRENGTHS
• Excellent communicator and active listener
• Empathetic and customer-focused
• Organized, reliable, and detail-oriented
• Fast learner with a strong growth mindset
• Proactive problem solver
• Dedicated to delivering exceptional customer experiences