Service Center Manager

Janet F. McLaughlin

**** ***** ******, ***. ***, Bridgeport, CT 06604

Tel: 203-***-****

Email: *******@*****.***

EDUCATION & CERTIFICATES

●Penn Foster College Online

Billing & Coding 2019-2021

●Financial Services Commission Jamaica, W.I.

Certificate – Ordinary Long Term & Equity 2017

●Life Office Management Association (LOMA) Jamaica, W.I.

Certificate – Associate Customer Service (ACS) 2017

●Northern Caribbean University Jamaica, W.I.

B.Sc. Management Studies (major) HR Management (minor) 2004

●Professional Secretaries International Jamaica, W.I.

Certified Professional Secretary (CPS) 1990

●Knox Community College Jamaica, W.I.

Diploma Secretarial Sciences 1987

EXPERIENCE

●Howell’s Jamaican Restaurant Bridgeport, CT

Supervisor 2018 - 2020

Cashier & Serving meals

Stock taking and purchasing of Goods

Posting of Invoices in Quickbooks

●Guardian Life Limited Jamaica, W.I.

Service Center Manager 2011-2017

Assumed management and coordination of customer service delivery for 2 locations

Managed team of twenty (20) employees at two branches

Developed Risk Management and Business Continuity Plans, consistent with organizational objectives

Recruited top talent for branches in central Jamaica

Trained over 100 Customer Service and Sales staff

Provided technical support to Sales Advisors actively participated in monthly strategic development meetings

Prepared Employee Performance Plan for team members and completing annual appraisals

Prepared monthly, quarterly, semi and annual reports by the 2nd working day of the month

Implemented sales culture among the administrative team and conducted quarterly training exercises

Resolved employment-related disputes through proactive communication

Approved encashment, withdrawals and cash loans from policies

Balanced and closed out cashiers while ensuring daily transfer of cash collection to the bank

Maintaining Petty Cash Float

●Guardian Life Limited Jamaica, W.I.

Assistant Service Center Manager 2005-2011

Provided front-end supervision of customer service team

Approved loans and encashment requests

Managed and responded to correspondences

Reinstated lapsed policies

Liaised with both Sales Advisors and external clientele

Performed relieving duties for Service Center Manager

Prepared monthly, semi and annual reports

Conducted training and orientation of new team members

Maintaining Petty Cash Float

●Guardian Life Limited Jamaica, W.I.

Customer Service Representative (promoted to SCSR) 1995-2005

Provide service to customers accessing service via walk-in, telephone and other media

Processed applications, withdrawals and loan requests from policies

Introduced customers to new products and services

Referred customers to sales team

Relieved cashiers when necessary

●Mutual Life Assurance Society Jamaica, W.I.

Secretary - Unit Manager 1993-1995

Recorded and prepare minutes and reports for team meetings

Performed administrative duties for the sales team.

Prepared written business reports for the sales team.

Cashier 1987-1993

Collect and receipt all cash and checks from both internal and external customers.

Shiloh Apostolic Church Of Jamaica

Secretary

1995 - 2017

Recorded and prepared minutes for all meetings

Provide all administrative duties for the church

ACHIEVEMENTS

Recognized as Team Leader of the Year

Recognized as Most Outstanding Employee of the Year

Instrumental in guiding the branch to be recognized as “Branch of the Year” for five (5) consecutive years

Instrumental in guiding several members of sales team to achieve and maintain the prestigious designation as members of the Million Dollar Round Table (MRDT)

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