Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Janice Saucier

PASADENA,MD

Summary

Results-driven Service Center Manager known for high productivity and efficient task completion. Specialized in operational management, customer service excellence, and team leadership. Excel in communication, problem-solving, and adaptability, leveraging the skills necessary to drive performance and customer satisfaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Service Center Manager

Henley Enterprises
Glen Burnie, MD
10.2020 - 10.2024
  • Managed daily operations of customer service center, including staff scheduling and customer service.
  • Developed and implemented customer service policies and procedures to ensure positive customer experience.
  • Trained new employees on product knowledge, customer service techniques, and company policies.
  • Resolved escalated customer issues by identifying root cause, implementing corrective action, and providing follow-up communication.
  • Maintained accurate records of customer interactions and transactions.
  • Conducted regular performance reviews with team members to assess individual progress towards goals.
  • Implemented strategies to reduce wait times while maintaining quality standards for customers.
  • Ensured compliance with all applicable laws and regulations related to customer service operations.

Assistant Manager

Henley Enterprises
Glen Burnie, MD
04.2018 - 10.2020
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Developed a system for tracking inventory and ordering supplies as needed.
  • Ensured compliance with safety regulations and company policies.
  • Maintained up-to-date knowledge of company products and services.
  • Resolved conflicts between team members in an effective manner.
  • Established processes for monitoring customer satisfaction levels.

Senior Technician

Henley Enterprises
Middle River, MD
09.2017 - 12.2018
  • Coordinated with sales team to ensure consistent communication between customers and representatives throughout the sales process.
  • Devised targeted sales and marketing strategies to maximize sales revenue and achieve goals.
  • Tracked payments received from customers and updated account status accordingly.
  • Adhered to established policies and procedures when handling customer accounts.

Certified Technician

Henley Enterprises
Middle River, MD
07.2016 - 09.2017
  • Performed preventive maintenance tasks, such as oil changes and tire rotations, on vehicles.
  • Repaired vehicle components according to manufacturer specifications.
  • Replaced worn or defective parts with new components or rebuilt parts.
  • Performed scheduled inspections to identify potential issues before they arose.
  • Installed aftermarket accessories such as lift kits, trailer hitches.
  • Researched technical service bulletins to find solutions to repair issues.
  • Provided accurate estimates of repair costs prior to performing services requested by customers.

Education

High School Diploma -

Northside High School
Roanoke
04-2005

Skills

  • Workforce Management
  • Staff Training and Development
  • Payroll
  • Financial Reporting
  • Staff Supervision
  • Safety trained
  • Document processing
  • Staff Training
  • Risk Management
  • Policy administration
  • Cost Control
  • Staff Management
  • Business Development
  • Brand Management
  • Process Improvement
  • Customer Service
  • Talent Acquisition

Accomplishments

  • Exceeded company wide goal in SMG OSAT
  • Highest employee retention in market area
  • Continued YOY growth in customer base and revenue
  • Maintained safety and OSHA compliance
  • Maintained inventory to maximize sales and maintain customer satisfaction

Certification

  • MACS certified 07/02/2022

Timeline

Service Center Manager

Henley Enterprises
10.2020 - 10.2024

Assistant Manager

Henley Enterprises
04.2018 - 10.2020

Senior Technician

Henley Enterprises
09.2017 - 12.2018

Certified Technician

Henley Enterprises
07.2016 - 09.2017

High School Diploma -

Northside High School

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Janice Saucier