Joy Emone
Westfield,Indiana
Summary
Dedicated Customer Relationship professional and Administrator with various background in delivering exceptional customer experience, satisfaction and retention through effective interpersonal communication. Skilled in problem-solving, building relationships, adapting to challenges, and creating tailored solutions to meet customer needs. Proven ability to enhance and exceed expectations through empathy, patience, and innovative solutions. I excel in fast-paced environments, prioritizing tasks effectively and fostering collaborative relationships. Commended for reliability, adaptability and consistently achieving results.
Overview
32
32
years of professional experience
1
1
Certification
8
8
years of post-secondary education
Work History
Guest Service Representative
Pyramid Global Hospitality
06.2025 - Current
- Provided personalized support to clients, ensuring accessible accommodation and services
- Provided exceptional customer service, resolving inquiries and complaints to maintain a positive property reputation and high customer satisfaction,
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Managed front desk operations, ensuring a streamlined check-in and check-out processes.
- Utilized reservation systems to process bookings and manage guest information accurately.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Developed strong rapport and maintained relationships to enhanced guest satisfaction to enhance retention.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Implemented guest feedback system to gather insights for service improvements.
- Handled emergency situations with composure, ensuring guest safety and minimal disruption.
- Collaborated with marketing team to promote special offers and packages, driving occupancy rates.
Lead Guide
Guidepost Montessori
02.2025 - 06.2025
- Conducted child observations and assessments to aid in presenting age-appropriate lessons
- Developed individualized learning plans for differentiated instruction
- Led team of guides in implementing Montessori principles for diverse learner needs.
- Cultivated positive relationships with families, fostering communication and collaboration between home and school environments to best support the student.
- Mentored junior guides, providing feedback and guidance to ensure high-quality educational experiences for students.
- Conducted regular assessments of student progress, adapting learning strategies to meet individual developmental benchmarks.
- Organized community engagement events, strengthening partnerships with local organizations and enhancing school visibility.
- Analyzed program effectiveness through feedback mechanisms, driving continuous improvement in educational practices and outcomes.
Customer Relationship Agent
JokkyMore Dchef Services
01.2024 - 12.2024
- Supported clients to ensure accessibility of products and services
- Oversaw customer service operations, ensuring high satisfaction and prompt resolution of inquiries.
- Implemented process improvements that streamlined workflows and increased efficiency across service delivery.
- Analyzed customer feedback to identify trends and inform strategic decision-making for service enhancements.
- Collaborated with cross-functional teams to refine service offerings based on market demand and client needs.
- Led initiatives to integrate technology solutions, improving response times and data management within the agency.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Streamlined internal processes for improved efficiency and productivity within the organization.
- Piloted customer loyalty program, resulting in increased repeat business.
- Leveraged CRM software to track client interactions and identify sales opportunities.
School Administrator
Saint John Paul II School
01.2012 - 07.2024
- Developed and implemented comprehensive educational programs and curriculum aligned with institutional mission.
- Oversaw budget management and resource allocation to ensure financial sustainability of the institution.
- Led strategic planning initiatives to improve student outcomes and operational efficiency.
- Mentored and supported educators in curriculum development and instructional best practices.
- Evaluated school policies and procedures for compliance with educational standards and regulations.
- Streamlined administrative processes to enhance school efficiency and student support.
- Developed and implemented policies ensuring compliance with educational regulations and standards.
- Implemented professional development programs to enhance teacher effectiveness and leadership skills.
- Developed a positive school culture by fostering strong relationships among faculty, staff, students, and parents.
- Established effective communication channels between administration, faculty, staff, parents, and students.
- Enhanced teacher professional development through targeted workshops, coaching sessions, and collaborative planning time to develop and diversify instruction that meet the needs of students with different learning styles and backgrounds.
- Achieved consistently high parent satisfaction ratings by addressing concerns promptly and transparently.
- Boosted standardized test scores with comprehensive assessment analysis followed by individualized intervention plans for struggling students.
- Implemented innovative technology solutions to streamline administrative processes and enhance classroom instruction.
- Championed integration of social-emotional learning into curriculum leading to enhanced emotional intelligence in students.
- Promoted a safe learning environment by establishing clear behavioral expectations and implementing consistent disciplinary procedures.
- Led the accreditation process for the institution, successfully maintaining high standards in education.
- Increased student enrollment by effectively marketing the school's unique programs and extracurricular study.
- Monitored overhead, prepared budgets and directed spending and resources to support fiscal efficiency.
- Coordinated outreach events to bring in parents, family members and community at large to support students.
- Evaluated programs and monitored implementation and compliance with regulations to achieve objectives.
- Fostered collaborative relationships among faculty, staff, and parents to enhance school community engagement.
- Guided strategic planning efforts for long-term visioning and goal-setting within the school community.
- Managed everyday school activities and staff recruitment.
Customer Service Agent (Hybrid)
Elyni Global Resources
03.2020 - 06.2023
- Actively listened, prioritized and resolved customer inquiries and complaints empathetically through multiple communication channels, ensuring timely and effective support system resulting in retention.
- Processed orders and managed returns, maintaining accuracy in order fulfillment and inventory management.
- Facilitated inter-departmental communication to achieve objectives
- Managed front desk operations and administrative tasks
- Led customer service team to enhance client satisfaction and retention strategies.
- Developed training programs for staff, improving service quality and operational efficiency.
- Analyzed customer data and feedbacks to identify trends and inform strategic decision-making processes.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
Training Program Manager
Heritage House Montessori Center
02.2008 - 06.2012
- Administered training center programs, developed and marketed courses and workshops
- Assessed coursework and supervised Teaching Practice
- Maintained logistics workflows and program evaluations
- Coordinated cross-functional teams to streamline program operations and enhance collaboration.
- Facilitated stakeholder meetings, gathering input to drive program development and execution strategies.
- Enhanced team collaboration through regular meetings, clear communication, and ongoing professional development training.
- Developed project plans and timelines, ensuring alignment with organizational goals and objectives.
- Implemented data-driven decision-making processes, enhancing overall program effectiveness and results.
- Implemented training initiatives for team members, fostering skill development and knowledge sharing.
International Project Coordinator
Dept. for International Development (DFID)
06.2006 - 09.2008
- Coordinated special needs outreach programs and engaged community stakeholders for inclusive education
- Coordinated project timelines and deliverables across multiple teams to ensure alignment with organizational objectives.
- Facilitated communication between stakeholders, enhancing collaboration and transparency throughout project phases.
- Developed and maintained comprehensive project documentation, ensuring data accuracy and accessibility for team members.
- Monitored project budgets and resources, identifying discrepancies and recommending corrective actions to maintain financial integrity.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Kept projects on schedule by managing deadlines and adjusting workflows.
Customer Relationship Manager
Protea Hotel
04.2000 - 04.2006
- Provided personalized client support and enhanced guest experience
- Conducted market research and implemented feedback
- Cultivated strong client relationships to enhance customer satisfaction and loyalty.
- Developed and implemented strategic initiatives to streamline customer service processes.
- Analyzed customer feedback to identify trends and drive continuous improvement efforts.
- Collaborated with marketing teams to design targeted promotional campaigns for clients.
Early Years Educator Intern
Dr. Rolfe's Montessori School
08.1993 - 01.1995
- Facilitated engaging, hands-on activities to promote cognitive and social development utilizing structured Montessori educational system for Early Years.
- Adjusted lesson plans for students with developmental delays and fostered a nurturing environment to promote emotional and social development.
- Designed and implemented individualized learning plans for diverse student needs.
- Collaborated with parents to support children's educational progress and development.
- Evaluated student progress through observations and assessments to inform instructional strategies.
- Increased parent involvement through regular communication and collaboration, fostering strong community ties.
- Established a strong rapport with families through open communication channels that supported both academic achievements as well as personal goals.
Education
Master of Arts - Educational Leadership
University of Roehampton
London 05.2015 - 11.2017
Associate of Arts - Early Years Montessori Diploma
London Montessori Centre (now MCI)
London 08.1992 - 08.1993
Bachelor of Arts - English Language (Second Class Honors)
University of Jos
Nigeria 08.1986 - 08.1990
Skills
- Strong verbal and written communication
- Telephone customer service expertise
- Strong interpersonal skills: empathy, critical thinking, emotional intelligence, collaboration, Multitasking and time management
- Customer relationship management
- Conflict resolution, Positive discipline and de-escalation
- Team collaboration, Mentoring and teaching/Training
- Record Management - documentation, data collection, entry, emailing, analysis, filing and visualization
- Appointment scheduling
- Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint), CRM software (eg, Salesforce, Zendesk) Google Suites, WordPress, SharePoint, Smartsheet, and virtual communication platforms
- Organizational, Leadership and Administrative skills
- Positive discipline and redirection techniques
- Assessment, intervention and implementation
- Financial transaction management
- Experience with Opera, Canva, and Ambience
Accomplishments
- Achieved Train-the-Trainer status and was recommended and nominated to speak Women Empowerment schemes in the Untied Nation's Women Summit
- Recently collaborated with team of 10 staff members to create the Halloween theme, activities and decoration for our hotel.
- Achieved an award for Best Collegial Customer Relation staff of the year at Elyni Global.
Certification
- Asian Rural Institute, Tochigi–ken, Japan, Leadership Certification - Community Development, July,1999
- Shelburne Farms Institute, Vermont, USA, Certificate of Participation - July 2019 :- -Education for Sustainability Self Reliance in Cultivating Joy & Wonder
- Benchmark -Mosaic Training by BIZ LIBRARY, Certificate of completion, October, 2025:- Organizational Ethics Communicating through body language Power and Influence Conflict management Technique Handling Angry people at work.
Work Preference
Location Preference
RemoteTimeline
Guest Service Representative
Pyramid Global Hospitality
06.2025 - Current
Lead Guide
Guidepost Montessori
02.2025 - 06.2025
Customer Relationship Agent
JokkyMore Dchef Services
01.2024 - 12.2024
Customer Service Agent (Hybrid)
Elyni Global Resources
03.2020 - 06.2023
Master of Arts - Educational Leadership
University of Roehampton
05.2015 - 11.2017
School Administrator
Saint John Paul II School
01.2012 - 07.2024
Training Program Manager
Heritage House Montessori Center
02.2008 - 06.2012
International Project Coordinator
Dept. for International Development (DFID)
06.2006 - 09.2008
Customer Relationship Manager
Protea Hotel
04.2000 - 04.2006
Early Years Educator Intern
Dr. Rolfe's Montessori School
08.1993 - 01.1995
Associate of Arts - Early Years Montessori Diploma
London Montessori Centre (now MCI)
08.1992 - 08.1993
Bachelor of Arts - English Language (Second Class Honors)
University of Jos
08.1986 - 08.1990