Divine Ezumba

Serve as a trusted first point of contact for tenants, visitors, contractors, and corporate clients, managing multiple simultaneous inquiries and coordinating accurate, timely solutions with internal teams and service providers.

Used consultative selling to identify customer needs, make personalized product recommendations, and apply upselling and cross-selling techniques to increase value while maintaining a positive customer experience. Processed purchases, returns, and exchanges accurately.

Built rapport quickly, identified individual interests through active listening, communicated program value clearly, and adapted recommendations and explanations to different audiences. Responded confidently and respectfully to questions and objections while maintaining professionalism and a positive customer-focused approach.

Supported high-volume guest and event service across direct, telephone/digital, and customer-facing communication, responding to inquiries and event information requests. Coordinated requests with crew and event management while maintaining service quality in a time-sensitive hospitality environment.

Conducted intake and onboarding, assessed needs, provided individualized information and follow-up, and coordinated services while maintaining accurate confidential electronic records. Managed multiple cases and sensitive inquiries using empathy, active listening, conflict resolution, professional boundaries, and verbal de-escalation.

Delivered high-volume, multi-channel guest service across inbound telephone, email/digital correspondence, and in-person interactions in a fast-paced hotel environment. Handled reservations, registrations, check-ins and check-outs, billing inquiries, and guest follow-up with high accuracy.

Provided multi-channel customer support across email, live chat/digital messaging, inbound telephone, and online service channels, handling inquiries from initial contact through resolution and follow-up. Supported customers with onboarding, accounts, orders, invoices, payments, and general service inquiries.

Pursuing a Bachelor of Science in Nursing (BScN) through the Accelerated Program, expected to complete in 2029.

Completed the Ontario Secondary School Diploma in 2026.

Completed training in web design and development, covering digital platforms, website administration, troubleshooting, WordPress, and Joomla.

Completed secondary education and obtained a high school diploma in 2020.