ADJANI HAYES

• Answered customer questions via telephone and email.
• Ensure all MPS contracted printers are properly tagged, inspected, and accurately communicated to proper administrative staff for correct billing and supply replacement and assist efforts by service staff in retrieving meter readings, as necessary.
• Overseeing 7 million in company assets and customer inventory in North and South Carolina territories.
• Provided excellent customer service by following up on client orders.
• Provide account support to the Managed Print Services Team in the review of print assessment data used in the preparation of client assessments, presentations, business reviews, and product implementation.
• Review, gather, enter, and audit print assessment data (meter information, contract review, etc) from clients by phone, via FM Audit, or on-site.
• Facilitate meetings and projects around onboarding new clients.
• Create reports, benchmark client satisfaction reviews, and may provide client training as required.

• Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
• Assessed operating conditions and adjusted settings to maximize performance and equipment longevity.
• Provided expert support and troubleshooting via telephone and web chat services.

• Managed accounts receivable functions for business clients, including processing loan and credit card payments and researching billing problems.
• Provided expert web navigation support and troubleshooting via telephone and web chat services training clients on online banking practices, payroll processing, wire transfers, and QuickBooks procedures.
• Provide real-time feedback and support addressing any implementation concerns during software deployments throughout system. Rendered on-demand support to senior leadership, identified and managed service risks within company, recommending best practice enhancements and guidelines updates.

• Successfully drafted various forms of customer correspondence, completed applications for service, and responded to emailed bill inquiries and disputes submitted online.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Entered new construction specs, certificate of occupancy inspection information, and demographic data into customer records database.
• Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

• Oversaw cashier operations, training, bookkeeping, and implemented successful strategies to meet operational and sales targets.
• Scheduled personnel according to skill sets and coverage needs, and made adjustments to meet unexpected demands.
• Coached employees and evaluated employee performance to make recommendations for improvements.
• Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.

• Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
• Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
• Coordinated special projects, compared vendor prices, oversaw office inventory, and managed schedules.
• Developed standard operating procedures for all administrative employees.
• Maintained CRM database with customer updates and report generation.