Summary
Overview
Work History
Education
Skills
Accomplishments
Development
Timeline
Generic

Charlene Gancarz

Granby,MA

Summary

Dedicated and results driven Service Manager with 13+ years of experience in managing customer service operations. Proven track record of successfully leading team to deliver exceptional customer service and achieve business objectives. Skilled in developing and implementing service strategies to enhance customer satisfaction and loyalty. Strong communication and leadership abilities with a focus on building positive relationships with customers and team members.


Overview

29
29
years of professional experience
1
1
year of post-secondary education

Work History

Service Manager

W. Muller USA, Inc
10.2010 - 03.2024
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Monitored service staff performance and provided feedback for improvement.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Analyzed service reports to identify areas of improvement.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.


Advertising Assistant - Systems Coordinator

The Republican Newspaper
01.1995 - 10.2010
  • Responsible for the presentation, marketing, and sale of advertising space for this highly prominent regional newspaper
  • Consistently recognized for exemplary sales efforts in a highly competitive market
  • Duties include the development of new business, management/retention of existing accounts, and follow-up
  • Played a key role in the implementation of the advertising computer system, ensuring a smooth transition with minimal disruption of daily operations, providing technical support to employees when needed.
  • Enhanced brand visibility by implementing creative advertising campaigns across multiple platforms.
  • Boosted revenue with the development and execution of targeted marketing strategies.
  • Collaborated with graphic designers to create visually appealing advertisements for print and digital media.
  • Streamlined communication between clients and internal teams, ensuring seamless project management.
  • Negotiated contracts with media vendors, securing favorable rates and placement options for clients.
  • Developed strong relationships with key industry influencers to further amplify advertising efforts.
  • Coordinated cross-functional teams to ensure timely delivery of high-quality advertising materials.
  • Contributed to the development of client presentations, effectively communicating proposed strategies and creative concepts to stakeholders.
  • Assisted account managers with day-to-day tasks including proofreading ads'' copy before publication.

Education

Business

Springfield Technical Community College
Springfield, MA
09.1993 - 05.1994

Skills

  • Strong leadership and team management abilities
  • Excellent communication and interpersonal skills
  • Proficient in Microsoft Office Suite and CRM Software
  • Ability to analyze data and make informed decisions
  • Customer focused and results driven
  • Multiple Priorities Management
  • Service and Parts Teams Management
  • Culture development
  • Service Quality Management
  • Customer Service Management
  • After-sales support
  • Policy and Procedure Enforcement

Accomplishments

  • Played a major role in the conversion of ERP Systems
  • Served as a focal point trainer, and troubleshooter for the transition team.
  • Conducted presentations of the new system for high-level managers and systems personnel.


Development

  • Corporate Training: Crystal Reports Course
  • Mactive Training
  • Atex Users Conference

Timeline

Service Manager

W. Muller USA, Inc
10.2010 - 03.2024

Advertising Assistant - Systems Coordinator

The Republican Newspaper
01.1995 - 10.2010

Business

Springfield Technical Community College
09.1993 - 05.1994

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Charlene Gancarz