Joy Okhue
Communications Operator (911)
Brampton,ON
Summary
Calm, highly resilient, and detail-oriented professional with over 5 years of experience in customer service, crisis response, shelter support, outreach, banking, and hospitality environments. Proven ability to manage high-stress situations de-escalate crises, document critical incidents accurately, and communicate clearly under pressure. Hold a Bachelor of Science in Criminology and Security Studies with strong foundations in emergency response, public safety, and vulnerable population support. Seeking to contribute strong decision-making, multitasking, and communication skills as a Communications Operator (911) with Toronto Police Service.
Overview
5
5
years of professional experience
1
1
Language
Work History
Community Shelter Worker (Relief)
Home Force Shelter
10.2025 - Current
- Respond to emergency situations, overdoses, and crisis incidents while maintaining composure and following established protocols.
- Provide crisis intervention, emotional support, referrals, and assessments for individuals experiencing homelessness, mental health challenges, and substance use.
- conduct intake and discharge procedures; create and maintain accurate client records and incident reports.
- De-escalate non-violent conflicts and coordinate emergency response with EMS when required.
- Monitor resident safety, wellbeing, and compliance with shelter guidelines in a high-stress environment.
Community Shelter Worker
Good Shepherd Ministry
02.2025 - 08.2025
- Managed crisis situations involving vulnerable populations using calm communication and harm-reduction principles.
- Conducted clients intakes assessments, and follow-ups while managing multiple competing priorities.
- Responded to overdoses, medical emergencies, and safety incidents following protocol.
- Maintained detailed documentation and incident reports under time-sensitive conditions.
Receptionist /Front Desk Agent
Staybridge Suites Hotel
11.2023 - 12.2024
- Handled high-volume phone and in-person communications in a fast-paced environment.
- Managed confidential guest information, transactions, and service recovery situations.
- Resolved guest concerns calmly and professionally, including emergency and after-hours incidents.
- Demonstrated strong multitasking, attention to detail, and customer service excellence.
Customer Service Representative
Stanbic IBTC Bank
02.2021 - 06.2023
- Managed high-pressure customer interactions involving financial concerns and sensitive information.
- Demonstrated strong active listening to identify issues quickly and provide accurate resolutions.
- Processed transactions and documentation with strict attention to accuracy and confidentiality.
- Communicated complex information clearly to clients under stressful circumstances.
Education
Bachelor of Science - Criminology & Security Studies
National Open University of Nigeria
Lagos, Nigeria 05.2001 -
Skills
Emergency & Crisis Call Handling
Active Listening & Clear Communication
De-escalation & Conflict Resolution
Multitasking in Fast-paced Environments
Decision-Making Under Pressure
Incident Reporting & Documentation
Confidential Information Handling
Computerized Systems & Data Entry
Team Coordinator & Dispatch Support
Customer & Public Service Excellence
Timeline
Community Shelter Worker (Relief)
Home Force Shelter
10.2025 - Current
Community Shelter Worker
Good Shepherd Ministry
02.2025 - 08.2025
Receptionist /Front Desk Agent
Staybridge Suites Hotel
11.2023 - 12.2024
Customer Service Representative
Stanbic IBTC Bank
02.2021 - 06.2023
Bachelor of Science - Criminology & Security Studies
National Open University of Nigeria
05.2001 -