In honor of 35 years of inspiring administrative excellence, we are highlighting shining stars of the administrative profession: trailblazers who are excelling in their roles. This month’s Shining Star Shana Christensen, is Executive Assistant to the Managing Director of Human Resources at The Church of Jesus Christ of Latter-day Saints. Here’s her advice for other administrative professionals.
Q: Can you share the story of how you began your career as an executive assistant and what inspired you to pursue this path?
After years of being home and raising my four children, I re-entered the workforce as a reservation agent before being hired as an administrative assistant for The Church of Jesus Christ of Latter-day Saints in 2010. I was completely new to administrative work and honestly felt overwhelmed.
Thankfully, two incredible women mentored me and believed in me before I even believed in myself.
Just one year later, I became the executive assistant to a new managing director, within a newly created department, both of us learning and growing in our roles together.
Their support inspired me to keep striving and to become that same kind of support for others.
Q: What would you consider your biggest achievement as an executive assistant, and why does it stand out?
One of my proudest achievements has been creating our Administrative Assistant Network. Even though assistants are one of the largest employee groups in our organization, there has been no structure for connection, training, or collaboration, especially for those working outside headquarters.
I started with a small committee and reached out to every assistant across the U.S. and Canada. We created a space to share best practices, resources, and encouragement. It is still in its first year, but it is already making a difference. The fact that Central HR has taken an interest shows how needed this initiative was.
Hearing from assistants who finally feel like they belong to something bigger has been the most fulfilling.
Q: What are the top three skills every successful executive assistant should master, and why?
From my experience, the top three skills every successful executive assistant should master are:
- Leadership isn’t just about a title, it is about being proactive, solution-oriented, and inspiring confidence in those we support.
- Resilience is critical in a role that often involves constant change and high expectations.
- Social and Emotional Awareness of people, situations and needs, helps us navigate the day with discretion, empathy, and precision.
When these skills come together, they empower us to lead from wherever we are.
Q: Are there any tools, apps, or technologies that you rely on daily to stay efficient and organized?
Time blocking was a game changer for me. It helps me manage tasks even during interruptions or when unexpected assignments come up.
AI Tools like CoPilot and Chat GPT have also been incredibly useful—they simplify routine tasks and reports, giving me more time to focus on higher-priority work.
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Q: How do you keep your skills sharp and stay updated with new tools or trends in your field?
I am a passionate believer in building strong habits around personal development. As Administrative Professionals, staying current with skills and industry trends isn’t optional, it’s essential.
I regularly read articles and newsletters from trusted sources like Office Dynamics, Executive Assistant Support Media, and other professional organizations. I also attend workshops and conferences, both in-person and online whenever possible.
Creating space in my schedule for learning and growth is non-negotiable for me.
As the saying goes, “If you don’t make time for the things that matter, you’ll eventually be forced to spend time on the things that don’t.” Investing in training today helps prevent unnecessary challenges tomorrow and ensures I am always bringing my best to the table.
Q: What has been the most challenging situation you’ve faced in your career, and how did you navigate through it?
The most challenging time was stepping into a brand-new executive assistant role for a new managing director in a newly formed department. There was no roadmap, I made mistakes, but I stayed resilient.
I learned quickly that clear concise communication and daily check-ins were essential to align priorities and clarify tasks. This helped to build trust and a solid working relationship.
Learning about the organization and its strategies gave me greater insight into my executive’s role and pressures he faces. That understanding helped me support him more effectively and anticipate needs before they arose.
Q: How do you maintain resilience and focus during high-pressure situations or when unexpected issues arise?
High pressure situations and surprise challenges definitely come with the territory, but I will be honest, they haven’t always been easy for me to navigate.
I have learned not to react immediately, and instead I make a conscious effort to pause, breathe, and recenter. I will literally count to 10 and take a few deep breaths before jumping into action.
From there, I ask myself three key questions:
- What are the critical things that need to happen first?
- Who can help me get the answers or information I need right now?
- What tools can I use to assist with this situation?
These three questions help me prioritize, leverage resources, and respond strategically.
At the end of the day, learning to apply critical thinking and problem-solving strategies makes all the difference in getting through tough moments.
Q: What strategies have you used to build a strong, trusting partnership with your executives?
Building a strong, trusting partnership with my executive has been one of the most important aspects of my role. Clear communication, reliability, and ownership are key.
I make a point to be consistent, take responsibility for my mistakes, and offer honest feedback, while also welcoming it.
At the heart of it all is a commitment to the partnership. When my executive knows they can count on me, even in the most challenging situations, that is when real trust takes root.
Q: What are your best practices for managing communication between your executive and their stakeholders, both internal and external?
Understanding how my executive communicates and how others respond to his style is important.
Having daily 10- to 15- minute huddles at the beginning of the day keeps us aligned, helps me to know who he values connecting with, and which interactions tend to be more challenging.
I also invest time in building a rapport with stakeholders and, just as important, with their assistants. These relationships provide valuable insights and help in maintaining the most effective and efficient ways of sharing information and managing time across the board.
Q: How do you prioritize your tasks when everything seems urgent and important?
Working in the construction and design field, everything feels urgent. I begin each day by reviewing both my inbox and my executive’s inbox for critical items. Then I create a prioritized to-do list, balancing what is urgent and important with what is important but not urgent.
Setting boundaries for unexpected requests is also key. I respond by sharing what I am currently working on and offer alternative times that I can assist if needed. Most of the time that urgent and important item from someone other than my executive usually finds a different route to getting accomplished or is found to not be so urgent after all.
Q: How do you balance the demands of your role while maintaining your own well-being and avoiding burnout?
Maintaining my own well-being in this role is absolutely vital. Along with my full-time role, I’m a wife, mom, and caregiver, so setting boundaries is essential. I’ve communicated my after-hours availability with my executive, while remaining flexible for any emergencies that he encounters and needs my help with.
I also prioritize sleep, movement, and time off. Even a short walk or a weekend of rest and binge-watching a favorite show can help me recharge. Balance isn’t easy, but it’s necessary to stay grounded and effective.
Q: How do you approach conflict resolution, either with your executive or with colleagues, in a way that preserves relationships and achieves results?
Conflict resolution is never easy, and emotions can run high. When a tough situation arises, I try to not react in the moment—I pause, reflect, consider other perspectives, and if needed, I’ll talk things through with someone I trust.
When addressing the issue, my focus is to listen, ask questions, validate the other person’s point of view, and then offer solutions.
Sometimes it works smoothly, sometimes it doesn’t, but I have learned to not take it personally.
Each experience is an opportunity to learn, grow, improve communication, and strengthen relationships.
Q: What resources—books, courses, or mentors, have had the greatest impact on your career development?
There are so many valuable resources out there, but a few stand out as truly transformational in my journey. I attended a virtual event for executive support people, and that was a turning point. It was the first time I fully understood the value of being an assistant, and it is where I was introduced to Joan Burge, whose work has continued to inspire me.
Another standout was the Office Dynamics Conference in Las Vegas. Connecting with assistants from all over who shared many of the same challenges and goals was energizing and uplifting. The speakers left me inspired and renewed, and it is an experience I will never forget.
Finally, earning certifications and designations such as my CEAP, which I’m currently working on in Joan’s STAR program, has deepened my professional knowledge and helped me grow into a more strategic, confident assistant.
These programs have truly elevated the way I approach my work.
Q: What do you love most about being an executive assistant, and why does it resonate with you?
What I love most is the opportunity to make a real impact.
Supporting my executive through challenges and the unpredictability of the day keeps the work exciting and meaningful.
I thrive on mentoring and supporting other assistants. Seeing them grow in confidence and realizing their value is incredibly rewarding.
I also appreciate the challenges that stretch me and allow me to grow. It is fulfilling to know that the work I do truly makes a difference.
Q: What do you think will be the most important skill or mindset for future administrative professionals to cultivate?
Some of the most important skills and mindsets that future administrative professionals need to have is, a strong work ethic, the ability to advocate for yourself, and the confidence to demonstrate your value will be essential.
The future will continue to bring change and cultivating agility is just as important. Those who can adapt quickly will thrive.
No one can predict exactly what is ahead, but one thing is certain: administrative professionals are resilient, capable and ready for whatever comes next. We are not just support; we are strategic partners and warriors in the workplace.
Editor’s Note: We are inspired by the story and career success of our June Shining Star Shana Christensen, and hope you are, too. Thank you Shana!
