Dana Cappola
Coral Springs
Summary
Dynamic Licensed Funeral Director with Service Corporation International, recognized for enhancing family satisfaction through compassionate care and innovative service improvements. Proficient in legal compliance and relationship building, I successfully implemented workflow enhancements, resulting in increased client retention and operational efficiency. Committed to professionalism and continuous improvement in all aspects of service delivery.
Results-driven professional with significant experience in funeral service management and client care. Adept at orchestrating seamless funeral arrangements and providing empathetic support to families during difficult times. Known for strong collaboration with team members to ensure high-quality service and adaptability to changing needs, with focus on maintaining composure and professionalism.
Diligent Funeral Directing with comprehensive background in funeral services and client relations. Demonstrated ability to manage all aspects of funeral arrangements, including coordinating services and providing compassionate support to grieving families. Proven track record in maintaining high standards of care and efficiency, while exhibiting strong organizational and interpersonal skills.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Licensed Funeral Director
Service Corporation International
Boca Raton, FL
03.2019 - Current
- Coordinated funeral services, ensuring compliance with legal and regulatory requirements.
- Provided support to families in grief, offering personalized service and compassionate care.
- Managed preparation of deceased individuals for viewings and burial, maintaining high standards of dignity.
- Oversaw staff training on best practices in funeral service operations and customer interactions.
- Implemented workflow improvements to enhance operational efficiency and client satisfaction.
- Developed relationships with local organizations to promote community engagement and service offerings.
- Led memorial events, guiding families through planning processes and honoring individual legacies.
- Ensured meticulous record-keeping for all funeral arrangements, adhering to confidentiality protocols.
- Enhanced family satisfaction by providing compassionate and personalized funeral services.
- Assisted families in selecting appropriate merchandise such as caskets or urns based on their preferences and budget constraints.
- Improved client retention by consistently delivering exceptional customer service throughout the entire funeral planning process.
- Educated clients on available options for burial or cremation, helping them make informed decisions about final arrangements.
- Managed all aspects of funeral services, ensuring that each event ran smoothly from start to finish.
- Developed strong relationships with community partners, such as local clergy and vendors, enhancing the overall service experience for clients.
- Implemented innovative marketing strategies to attract new clientele while maintaining a strong reputation within the community.
- Provided grief support and resources for bereaved families during a difficult time, offering empathy and understanding.
- Handled sensitive situations professionally while maintaining confidentiality of personal information at all times.
- Coordinated transportation logistics for funerals, including procession routes and vehicle arrangements, minimizing delays or disruptions during the events.
- Conducted thorough follow-ups with families after funeral services were completed to gather feedback and continually improve service offerings.
- Collaborated with families to plan meaningful and unique memorial services tailored to their specific needs.
- Navigated complex legal processes related to death certificates, permits, and other necessary documentation for each funeral service.
- Increased efficiency in operations by streamlining the embalming process and coordinating with various departments.
- Mentored junior staff members in proper procedures for embalming preparation, fostering an environment of continuous learning within the team.
- Oversaw maintenance tasks related to facility upkeep, ensuring a clean and well-presented environment conducive to mourning guests'' comfort.
- Streamlined communication between family members, clergy, and other involved parties to ensure seamless coordination of funeral services.
- Maintained accurate records and documentation to ensure compliance with state regulations and industry standards.
- Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
- Arranged funeral/memorial services for grieving families to meet budget and memorialized instructions.
- Closed and secured caskets and led funeral corteges to churches and burial sites.
- Liaised between hospitals, physicians, county coroner and members of clergy to coordinate final arrangements.
- Arranged transportation between sites for remains, mourners, pallbearers and members of clergy.
- Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers.
- Discussed pre-arranged funeral options and explained pricing to clients.
- Discussed nature of funeral service, disposition of remains and funeral costs with family members.
- Performed embalming procedures and updated case study reports.
- Secured and filed burial permits and made funeral arrangements.
- Communicated with insurance companies to secure death benefits for payment of services.
- Completed death certificates, burial permits and other legal documents for families.
- Improved appearance of remains with use of cosmetics.
- Helped families select funeral and burial details from range of available options.
- Coordinated transportation of remains between medical facilities, funeral home and burial locations.
- Arranged clergy, music and other service details for clients.
- Managed timing of floral deliveries for multiple services per day.
- Embalmed human remains to slow decomposition.
Real Estate Agent
Rutenbergrealtyinc
Coral Springs, FL
06.1999 - Current
- Negotiated property transactions to achieve favorable outcomes for clients.
- Developed comprehensive marketing strategies to enhance property visibility and attract potential buyers.
- Conducted market analysis to determine competitive pricing and identify emerging trends.
- Guided clients through buying, selling, and leasing processes, ensuring compliance with regulations.
- Collaborated with mortgage brokers and inspectors to facilitate smooth transaction processes.
- Cultivated strong relationships with clients, resulting in repeat business and referrals.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Advertised client properties through websites, social media, and real estate guides.
Owned and Operated Multiple Jewelry Stores
Unodomani/Italian Charms
Tampa, FL Las Vegas, NV
09.2001 - 11.2006
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Boosted customer satisfaction by providing tailored retail solutions and personalized assistance.
- Optimized retail space usage by strategically placing merchandise, creating enticing displays that encouraged browsing and purchasing.
- Mentored junior managers on effective leadership techniques for handling challenging situations within the retail environment.
- Worked within retail environments to boost product awareness, meeting, and exceeding established sales goals.
- Recruited hired, and trained top-performing retail teams, enhancing overall district performance.
- Demonstrated flexibility by adapting to various roles within the retail environment as needed.
- Streamlined operational processes to enhance efficiency and reduce costs.
- Analyzed market trends to inform product development and marketing strategies.
- Developed training programs to improve employee skills and organizational knowledge.
- Oversaw inventory management systems, ensuring accuracy and timely replenishment of stock levels.
- Managed budgets effectively, aligning resources with strategic goals and operational needs.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Managed senior-level personnel working in marketing and sales capacities.
Education
Associate of Applied Science - Mortuary
Pittsburg Institute of Mortuary Science
Pittsburgh, PA12-2021
Associate of Science - Liberal Arts And Sciences
St. Petersburg College
Clearwater, FL01-1998
Skills
- Proficient in restorative art practices
- Physical readiness
- Family engagement support
- Cross-cultural understanding
- Legal compliance
- Cremation services
- Sales and marketing
- Staff scheduling
- OSHA regulations
- Regulatory compliance
- Pricing structures
- MS word, excel, and outlook
- Sales
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Decision-making
- Adaptability and flexibility
- Relationship building
- Professional ethics
- Team building
- Analytical thinking
- Conflict resolution
- Professionalism
- Continuous improvement
- Professional demeanor
Accomplishments
Successfully completed the Leadership LaunchPad Program.
Very high JDPower scores and Google Reviews.
Certification
- Certified Crematory Operator by SCI
Timeline
Licensed Funeral Director
Service Corporation International
03.2019 - Current
Owned and Operated Multiple Jewelry Stores
Unodomani/Italian Charms
09.2001 - 11.2006
Real Estate Agent
Rutenbergrealtyinc
06.1999 - Current
Associate of Applied Science - Mortuary
Pittsburg Institute of Mortuary Science
Associate of Science - Liberal Arts And Sciences
St. Petersburg College