Junighter Hayes
Redford,MI
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
14
14
years of professional experience
Work History
DTRF Program Manager
Wayne Metropolitan Community Action Agency
Detroit , MI
2022.02 - Current
- Provide Detroit Homeowners with the knowledge of HOPE program that can provide exemption of delinquent property taxes
- Outreach at various locations within Detroit, MI
- To provide the community with property tax resources
- Train and coach staff with the resources needed to assist clients on a daily basis
- Create innovative ideas to enhance our DTRF program
- Attend leadership meetings to strategically plan for program updates and implement new ideas
- Observe and document staff metrics
- Staff & Program Reporting
- Staff scheduling.
Community Resource Navigator
Wayne Metro Community Action Agency
Detroit , MI
2021.09 - Current
- Assist Detroit Homeowners with completing HOPE application by phone or in-person
- Provide Detroit Homeowners with the knowledge of HOPE program that can provide exemption of delinquent property taxes
- Demonstrate understanding of high-quality customer service
- Perform work in a professional manner that upholds Wayne Metro's policies and procedures
- Outreach at various locations within Detroit, MI
- To provide the community with property tax resources.
Leasing Agent
Regal Towers Apartment
2018.09 - Current
- Provide prospective residents with the best possible customer service to retain residents and lease properties
- Provide accurate information to prospects in a courteous manner and fill all reasonable requests or requirements
- Handle incoming sales by phone, email, and online chat
- Log all activity into company provided database (Entrata) in a timely and accurate manner
- Stay up to date with all promotions/leasing incentives.
Service Desk Analyst II
HTC Global / Caretech Solutions
2015.11 - 2018.09
- Received incoming calls from Client Community and provided first level support
- Documented each call verifying customer information and including all troubleshooting steps
- Routinely contributed to the Knowledge Base Articles
- Researched, resolved, and responded to questions received via telephone calls, emails, and callbacks in a timely manner
- Mentored new employees by providing a training to enhance customer service skills and provided knowledge on how to utilize resources to troubleshoot a specific account.
Service Desk Analyst
Aerotek Staffing
2013.01 - 2015.04
- Assist consumers with refinancing home loans
- Created and provided consumers with accurate Settlement Statements, resulting in positive performance evaluations
- Member of the DOORS, provided my team with monthly team building activities to promote team morale and promoted the use of company's culture of ISM's.
Administrative Assistant
Manpower Staffing
2010.09 - 2012.10
- Multiple temporary Administrative Assistant assignments resulting in positive performance evaluations.
Education
Associate of Business Administration in Business Administration -
Davenport University
04.2008
Skills
- 20 plus years in providing excellent customer service
- Creative, determined, fast-paced and strategic
- Skills in critical thinking, problem-solving
- Specialized training in mentoring within several corporations
- Proficient in Microsoft Office, Word, Excel and PowerPoint
- Associate Degree in Business Administration
- Live Chat
- Marketing
- Microsoft Outlook
- Microsoft Office
- Office Management
- Property Management
- Technical Support
- Strategic Planning
- Management
- Program Management
- Talent Recruitment
- Utilization Management
- Team Development
- Quality Assurance
- Customer Service
- Financial Leadership
- Vendor Relationship Management
- Proposal Development
- Personnel Management
- Team training and development
- Performance monitoring
- Process Improvement
- Team Leadership
- Individual Instruction
- Scheduling and Planning
- Employee Scheduling
Timeline
DTRF Program Manager
Wayne Metropolitan Community Action Agency
2022.02 - Current
Community Resource Navigator
Wayne Metro Community Action Agency
2021.09 - Current
Leasing Agent
Regal Towers Apartment
2018.09 - Current
Service Desk Analyst II
HTC Global / Caretech Solutions
2015.11 - 2018.09
Service Desk Analyst
Aerotek Staffing
2013.01 - 2015.04
Administrative Assistant
Manpower Staffing
2010.09 - 2012.10
Associate of Business Administration in Business Administration -
Davenport University
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