Multitalented Educator and Customer Service Specialist

JOYCE HENDRICKS

****************@*****.*** 512-***-**** Pflugerville, TX 78660

PROFESSIONAL EXPERIENCE

Substitute Teacher

Manor ISD August 2025 – Present

●Delivered daily and long-term instructional support for grades [enter grade levels], ensuring smooth classroom operations in teacher absences.

●Adapted quickly to diverse classroom settings, behaviors, and learning needs.

●Facilitated lessons, supported student engagement, and maintained a structured, positive environment.

Home Daycare Provider

Precious Beans Pflugerville, TX July 2023 – August 2025

●Provided full-time childcare for infants through age 5, ensuring safety, nurturing, and developmentally appropriate care.

●Designed and led educational activities including early literacy, sensory play, arts & crafts, and STEM-focused lessons.

●Maintained structured routines supporting emotional, social, and cognitive growth.

Customer Service Representative

State of Michigan – Unemployment Insurance Remote January 2020 – June 2023

●Managed 70+ inbound and outbound calls per day regarding unemployment claims and account inquiries.

●Guided customers through online application systems and resolved account or eligibility issues.

●Processed new and existing unemployment applications with strong accuracy and attention to detail.

●Delivered professional, timely service to maintain high satisfaction standards.

Customer Service Representative

Austin Energy Austin, TX December 2017 – September 2019

●Responded to customer inquiries related to utilities, billing, service interruptions, and account updates.

●Processed service orders, assessed required deposits, and arranged payment schedules.

●Mentored and trained new hires on procedures, systems, and customer-service best practices.

●Ensured full compliance with internal policies, data security regulations, and confidentiality protocols.

Customer Service Representative

George P. Johnson Austin, TX May 2017 – November 2017

●Managed inbound calls and email inquiries related to hotel bookings for large-scale events.

●Assisted customers in selecting and securing accommodations based on preference and availability.

●Researched and resolved customer concerns to improve satisfaction and response times.

Administrative Assistant

National American University Austin, TX November 2016 – May 2017

●Scheduled appointments, coordinated meetings, and managed calendars for staff and departments.

●Drafted and distributed internal and external communications.

●Supported financial tracking, travel arrangements, and office documentation management.

Retail Store Manager

Toys R Us Austin, TX January 2015 – February 2017

●Supervised and developed a team of 22 associates, including hiring, training, scheduling, and performance evaluations.

●Led daily briefings to communicate sales goals, operational priorities, and customer-service standards.

●Coached employees to improve service quality, product knowledge, and store performance.

EDUCATION

High School Diploma

Manor High School Manor, TX June 2008

Additional Coursework Completed

Austin Community College Austin, TX

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