Customer Service Human Resources
Resume:
Joy onyebuchim Emone
Customer service
Contact
Westfield, Indiana, 46074
*************@*****.***
Skills
●Excellent oral-written communications skills and great interpersonal skills
●Data collection, entry, analysis, and data visualization
●Filling, bookkeeping, and record management
●Scheduling, Calendar Management
●Proficient in the use of Microsoft Office suites Microsoft Office (Excel, Word, Outlook, and PowerPoint), Google Suites, WordPress, SharePoint, Smartsheet, and Virtual Communication Platforms.
●Budgeting and expense management
●Email management
●Research and report writing,
●Event planning and organizing
●Human Resources and leadership development
●Organizational and administrative skill
●Public speaking, public relations, and client/customer management
●Teaching, critical thinking, emotional intelligence, and leadership skills.
EDUCATION
●University of Roehampton, London (2018) Postgraduate Certificate in Educational Leadership
●London Montessori Centre, London, England. (1993) - International Diploma in Early Childhood Montessori Education (21/2 – 6 years)
●University of Jos, Nigeria. (1990) - Bachelor of Arts, English Language (Second Class Honors)
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PROFESSIONAL DEVELOPMENT
●Cultivating Joy and Wonder – Certificate of Participation -Shelburne Farms Institute, Vermont, USA
●Education for Sustainability – Certificate of Participation -Shelburne Farms Institute, Vermont, USA.
●Montessori Early Childhood and EYFS Curriculum - Certificate of participation –HHM Center, Lagos, Nigeria.
●Leadership Certification - Community Development -Asian Rural Institute, Tochigi–ken, Japan.
REFERENCE
This can be provided on request.
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PROFESSIONAL SUMMARY
Dedicated administrator, educator and customer service professional with a strong background in customer retention and relationship, office coordination, leadership and interpersonal communication. Over 20 years of experience fostering meaningful relationships, managing diverse teams, and delivering exceptional service to clients. Adept at problem-solving, building relationships, adapting to challenges, and creating tailored solutions to meet customer needs. Proven ability to enhance customer satisfaction through empathy, patience, and innovative solutions. I excel in a fast-paced environment, prioritizing tasks effectively and fostering collaborative relationships.
EXPERIENCE
FRONT DESK AGENT: (06/2025 – till date)
Pyramid Global Hospitality, Carmel
●Provided personalized support to clients, ensuring accessible accommodation and services.
●Welcomed guests with a smile and ensured they are attended to timely.
● Provided exceptional customer service.
●Ensured guests are checked in with accurate details.
●Listened attentively to customer’s complaints and resolved problems effectively.
●Communicate professionally with superiors and staff, maintaining team spirit.
● Stayed informed by taking lessons on all vitals aspects of the hotels operations.
LEAD Guide - Children’s House: 02/2025 – 06/2025
Guidepost Montessori - Shady Lake, Westfield.
Carried out group room management duties effectively, provided a prepared environment and presented age appropriate lessons adequate for their age and ability and interests to help develop vital milestones using weekly individualized lesson plans. I consistently carried out child observations, daily log of activities, assessment and evaluation of weekly and termly progress. I bonded with pupils and parents, achieved a clear understanding of each child’s challenges, weaknesses, strengths and progresses. These provided appropriate feedback that I used to meet subsequent needs more adequately and created a refined learning plan for differentiated instruction.
CUSTOMER RELATIONSHIP AGENT: (01/ 2024 – 12/ 2024)
JOKKYMORE DCHEF SERVICES - INDIANAPOLIS, INDIANA.
●Provided support to clients, ensuring accessibility of products and services.
●Enhanced customer experience by developing an inclusive approach to client engagement leading to increased traffic, improved information on available products in stock and sustaining customer interest.
●Politely attended to calls from pissed customers and sustained customer retention,
●Responded appropriately to product and service questions, suggesting other offerings to attract potential customers.
●Conducted market research and implemented client feedback, enhancing customer satisfaction and fostering long term client relationships.
CUSTOMER SERVICE MANAGER: (03/2020 - 06/2023)
ELYNI GLOBAL RESOURCES, UYO.
●Answered telephone calls politely and promptly to avoid on-hold wait times.
●Responded appropriately to product and service questions, suggesting other offerings to attract potential customers, requests for products, services and company information.
●Surpassed and increased customer retention rates through providing prompt customer support to internal and external issues; determined root cause of problems to resolve product or service complaints and recorded these for further effective customer management.
●Earned award for outstanding customer service delivery through innovatively investigating and addressing customer concerns, demonstrating empathy and resolving problems swiftly.
●Collected and analyzed customer information to prepare product and service reports, used same to update and maintain customer accounts and records.
●Communicated with clients regarding account services, statements, and balances. Used feedback to evaluate suppliers and vendors based on quality, price, selection, availability and distribution capabilities.
●Facilitated inter-departmental communication to effectively liaise with sales, marketing and teams to develop solutions and accomplish shared objectives.
●Delivered exceptional customer service by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
●Managed front desk operations, ensuring seamless reception of visitors.
●Coordinated administrative tasks, including enrolment, staffing, and record-keeping, utilizing digital tools to maintain accurate and up-to-date records.
HEAD OF SCHOOL/ ADMINISTRATOR: (01/2012 – 07/2024)
Saint John Paul II school, Uyo.
●Successfully and effectively managed all school activities and train teachers leading to academic excellence. I conduct interviews, hire and induct new staff while maintaining quality staff appraisals for existing staff and this helped to achieve qualitative performance and enhanced teacher’s leadership advancement.
●Managed and expanded the school’s Early Years program, growing enrollment from 10 to over 200 students by developing a strong framework for children with challenges and diversified needs.
●Create, monitor curriculum implementation and classroom management to ensure all students received equitable access to educational opportunities, resulting in enhanced academic outcomes for students with special needs.
●Established clear policies and procedure for managing classroom behaviour and special needs support, leading to improved student behaviour and a positive school culture.
●Foster strong partnerships with parents and community stakeholders, facilitating regular communication regarding student progress and involving families in the educational process.
PROGRAM MANAGER: (02/ 2008 – 06/ 2012)
Heritage House Montessori Center, Lagos.
●Acted as overall administrator of the Training Center and took responsibility for all decisions in the absence of the Director of studies and facilitated the overall development of all Center programs.
●Coordinated effectively all programs, maintained an effective administrative system for enquiries, enrollment, staffing, motivated students and resource persons leading to increased student population and more workshops.
●Developed and marketed all courses, organized and facilitated workshops/trainings, assessed all course work (essays, curriculum folders, tests, examinations) and supervised students on Teaching Practice
●Reviewed student’s information handbooks, course modules and calendars, prepared relevant reports and correspondences and kept proper records electronically
●Developed and maintained logistics workflows, procedures and reports which helped identify program obstacles and communicated possible impacts to the team and with this we reviewed programs based on feedback and results.
●Coached team members on productivity strategies to accomplish challenging goals.
PROJECT COORDINATOR: (06/ 2006 - 09/2008)
Dept. For International Development. (DFID) United Kingdom.
●Coordinated special needs outreach programs within educational projects, ensuring equal access to resources for underserved communities.
●Engaged with community stakeholders, delivering educational programs that supported children with disabilities.
●Documented project progress, maintained records, and reported on program impact, supporting continued funding for inclusive education initiatives
CUSTOMER RELATIONSHIP MANAGER: (04/2000 – 4/2006)
Protea Hotel, Enugu
●Provided personalized support to clients, ensuring accessible accommodation and services.
●Enhanced customer experience by developing an inclusive approach to client engagement, helping the hotel better serve diverse guests.
●Conducted market research and implemented client feedback, enhancing customer satisfaction and fostering long term client relationships.
●Used feedback to create better resolution to complaints,
Montessori Directress: 08/1993 - 01/1997
Igbinedion Education/Montessori Centre, London.
●Provided a structured environment for children ages 3-5, utilizing Montessori materials to foster independence and address individual development milestones.
●Worked closely with parents to understand and address each child’s unique challenges, resulting in notable progress and positive feedback from families.
●Observed and documented child development, adjusting lesson plans to support personalized learning for students with developmental delays and special needs.
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