Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Independent Driver
Uber San Diego
06.2017 - Current
Transport customers to and from their desired destination
Provided over 1,500 trips while maintaining excellent service score of 4.96.
Properly follow navigation directions from GPS and from preference of customer
Ensure customer arrives safely and in timely manner to their destination while creating customer satisfaction.
Assured that vehicle is maintained in excellent conditions and is cleaned on regular basis.
Maintain neat, clean and professional appearance for customer.
Drove safely in various weather and road conditions to avoid accidents
Inspected vehicle before and after trips to identify maintenance needs and handle regular upkeep
Upheld high standards of professionalism and discretion when working with high-value clients
Answered, scheduled, and responded to reservation calls at specific times and locations.
Self-motivated, with strong sense of personal responsibility
Proven ability to learn quickly and adapt to new situations.
Excellent communication skills, both verbal and written
Arrangement Counselor
Legacy Funeral & Cremation Care
11.2021 - 05.2023
Arrange, conduct, and directs bereavement rites, including funeral and memorial ceremonies in professional, organized, and caring manner in consistent with company policies and procedures.
Confirm authorization to proceed with service arrangements
Review multiple data fields including name, address, date and other critical information for completeness and accuracy for decedent’s Death Record
Assume responsibility for data entry of reconciled and review critical information listed above and other vital statistics
Retains heritage and grows assist with growing market through active involvement with community, religious and other organizations.
Ensures families are informed of special recognition and services available for veterans and ensures delivery of selected recognition and services.
Operate funeral vehicles as needed.
Assists at chapel, church services, and cemetery with non-religious and religious services.
Deliver flowers, caskets, urns, photos, and other personal keepsakes or mementos of client families.
Arrange aftercare in absence of Family Service Counselor
Inform family with information on Life Insurance Policies and qualifying payouts
Shares pre-need referrals with Family Service Advisors
Ensures adherence to all applicable professional, municipal, provincial/state, and federal licensing authorities, rules, and regulations
Complete and accurately prepare all legal documents related to services, cremations, maintenance, and any other type of data entry
Assists with general office duties, including answering phones and preparing reports, as necessary.
Assists with maintenance of vehicles, facility, and property.
Receives caskets and other funeral home supplies as well as stock inventory.
Performs other duties as assigned.
Funeral Arranger
Featheringill Mortuary
09.2021 - 11.2022
Arrange, conduct, and directs bereavement rites, including funeral and memorial ceremonies in professional, organized, and caring manner in consistent with company policies and procedures.
Confirm authorization to proceed with service arrangements.
Review multiple data fields including name, address, date and other critical information for completeness and accuracy for decedent’s Death Record
Assume responsibility for data entry of reconciled and review critical information listed above and other vital statistics
Retains heritage and grows assist with growing market through active involvement with community, religious and other organizations.
Ensures families are informed of special recognition and services available for veterans and ensures delivery of selected recognition and services.
Operate funeral vehicles as needed.
Assists at chapel, church services, and cemetery with religious services.
Deliver flowers, caskets, urns, photos, and other personal keepsakes or mementos of client families.
Arrange aftercare in absence of Family Service Counselor
Inform family with information on Life Insurance Policies and qualifying payouts.
Shares pre-need referrals with Family Service Advisors.
Ensures adherence to all applicable professional, municipal, provincial/state, and federal licensing authorities, rules, and regulations.
Complete and accurately prepare all legal documents related to services, cremations, maintenance, and any other type of data entry.
Assists with general office duties, including answering phones and preparing reports, as necessary.
Assists with maintenance of vehicles, facility, and property.
Receives caskets and other funeral home supplies as well as stock inventory.
Performs other duties as assigned.
Family Service Counselor
Eternal Hill Memorial Park and Mortuary
05.2021 - 09.2021
Holds self-accountable for prospecting minimum of 1-2 hours each day.
Obtains referrals from families provided by location.
Network and build community and civic relationships.
Explains and introduce opportunities to families served and referred.
Maintains and tracks activity levels to ensure productivity.
Responds to client inquiries in timely, respectful, sensitive, and professional manner.
Connects with families through listening, honest communication, and genuine concern.
Develops understanding of each family’s unique needs and offers solutions that provide value to family members.
Stays in touch with families to ensure satisfaction with follow up call and occasional home visits.
Prepares for all appointments and performs all procedures with professionalism and diligence.
Follows through on all customer concerns and requests.
Builds trust-based relationships to earn right to ask for referrals.
Earns right to gain referrals to offer protection to protect family members, and family’s relatives and friends, by educating them on benefits of pre-planning funeral services and pre purchase cemetery property.
Represents continuous links from services provided at need, through aftercare, to providing services to protect families in future.
Collaborates with funeral directors, location managers, and other members of funeral home and or cemetery staff, to provide seamless, high-quality service.
Thoroughly and completely reviews previous services and contacts with families to prepare to support current needs and or sales.
Shares family concerns with rest of mortuary team to continuously provide excellent services.
Funeral Arranger
Glen Abbey Memorial Park and Mortuary
05.2017 - 03.2021
Arrange, conduct, and directs bereavement rites, including funeral and memorial ceremonies in professional, organized, and caring manner in consistent with company policies and procedures.
Confirm authorization to proceed with service arrangements.
Review multiple data fields including name, address, date and other critical information for completeness and accuracy for decedent’s Death Record.
Assume responsibility for data entry of reconciled and review critical information listed above and other vital statistics.
Retains heritage and grows assist with growing market through active involvement with community, religious and other organizations.
Ensures families are informed of special recognition and services available for veterans and ensures delivery of selected recognition and services.
Operate funeral vehicles as needed.
Assists at chapel, church services, and cemetery with religious services.
Deliver flowers, caskets, urns, photos, and other personal keepsakes or mementos of client families.
Arrange aftercare in absence of Family Service Counselor.
Inform family with information on Life Insurance Policies and qualifying payouts.
Shares pre-need referrals with Family Service Advisors,
Ensures adherence to all applicable professional, municipal, provincial/state, and federal licensing authorities, rules, and regulations.
Complete and accurately prepare all legal documents related to services, cremations, maintenance, and any other type of data entry.
Assists with general office duties, including answering phones and preparing reports, as necessary.
Assists with maintenance of vehicles, facility, and property.
Receives caskets and other funeral home supplies as well as stock inventory.
Performs other duties as assigned.
Memorial Concierge
InvoCare
02.2015 - 03.2017
.Arrange, conduct, and directs bereavement rites, including funeral and memorial ceremonies in professional, organized, and caring manner in consistent with company policies and procedures.
Confirm authorization to proceed with service arrangements.
Review multiple data fields including name, address, date and other critical information for completeness and accuracy for decedent’s Death Record
Assume responsibility for data entry of reconciled and review critical information listed above and other vital statistics
Retains heritage and grows assist with growing market through active involvement with community, religious and other organizations.
Ensures client families are informed of special recognition and services available for veterans and ensures delivery of selected recognition and services.
Operate funeral vehicles as needed.
Assists at chapel, church services, and cemetery with religious services.
Deliver flowers, caskets, urns, photos, and other personal keepsakes or mementos of client families.
Arrange aftercare in absence of Family Service Counselor
Inform family with information on Life Insurance Policies and qualifying payouts
Shares pre-need referrals with Family Service Advisors
Ensures adherence to all applicable professional, municipal, provincial/state, and federal licensing authorities, rules, and regulations
Complete and accurately prepare all legal documents related to services, cremations, maintenance, and any other type of data entry
Assists with general office duties, including answering phones and preparing reports, as necessary.
Assists with maintenance of vehicles, facility, and property
Receives caskets and other funeral home supplies as well as stock inventory.
Performs other duties as assigned.
Community Outreach Manager
American Cancer Society
05.2008 - 05.2014
Accountable for achievement of income performance targets for portfolio of Relay For Life events, including community feeder events.
Responsible for effectively and efficiently completing activities and meeting target deadlines in order to execute successful events
Implement best practices for leadership development, increased participation and event revenue growth; drive and encourage creativity and innovation at community level.
Develop and demonstrate skills in community organization, relationship building and talent identification and leadership development.
Engage, train, and manage relationships with community volunteers to ensure successful events execution, with focus on event volunteer leadership positions.
Engage community Relay For Life events to drive increase event participation- event committee, teams, team members, sponsor and survivor/caregiver-including youth engagement through teams in community events, Relay Recess and Field Day, High School Coaches vs Cancer.
Collaborates with Corporate Distinguished Partners and Healthcare Systems Staff to maximize event success; leverages opportunities to engage constituents from corporate, distinguished partners and health system activities in events through event sponsorship and participation.
Work in partnership with Health Systems staff for achievement of identified event-related mission goals, including enterprise-wide initiatives.
Integrate mission/cancer control activities messaging and within Relay For Life events.
Partner with enterprise support functions and ensures appropriate support is provided for successful execution of events.
Utilize available tools and process to maximize event results, including online fundraising.
Utilize and responds to customer satisfaction survey, comparative event and success factor data.
Monitors progress against objective: adjust plans and manages contingency efforts and resources as required.
Ensure strong logistical coordination for assigned events.
Facilitates volunteer retention and ensure meaningful volunteer recognition.
Utilize defined processes to ensure timely and accurate event data entry
Ensure compliance with ACS policies, including employment, risk management, event and cash handling and financial controls.
Works with partnership with ACS CAN, including efforts to increase ACS CAN membership.
Actively demonstrates and cascades enterprise-wide mindsets: integrity, collaboration and stewardship.
Collaborated with program teams, community organizations, peers and volunteers in execution of events and activities
Assisted with development of outreach strategies and marketing tools to reach priority audiences
Collected and analyzed data to identify community needs before implementing programs to multiple audiences across state
Referred clients to appropriate team members, community agencies and organizations to meet treatment needs
Participated in community events to promote services and engage with public
Partnered with local organizations to expand access to social and community services
Assessed community needs and identified resources for social and community service programs.
Developed and implemented training programs for volunteers.
Implemented strategies to increase public awareness of social and community service programs.
Advocated for social and community service programs to increase awareness and funding.
Education
Associates in Science - Culinary Arts
Southwestern College
Chula Vista, CA
05.2008
Computer Specials -
Cabot College of National City
National City, CA
06.1992
General Education -
Sweetwater Union High School
National City, CA
06.1989
Skills
8 Years of experience in Funeral/Mortuary Industry as Removal Technician, Death Certificate Clerk, Funeral Service Director, Funeral Arranger and Family Service Counselor
34 years of Customer Service Skills in Retail and Office Setting
7 years of sales experience
10 years of experience in handling multi-line phone system
Strong Organizational skills and ability to multitask and prioritize
Excellent verbal, written communication, presentation, and training skills
10 years of experience in fundraising, event management: set program priorities, community outreach and recruitment, evaluation, proposal; budget writing
Excellent Computer Skills
Shelter arrangements
Ceremony arrangement
Seating arrangement optimization
Display arrangements
Final arrangements assistance
Time Management
Critical Thinking
Credit and Cash Transactions
Sales Transactions
Customer Accounts Management
Customer Relationships
Troubleshooting and Diagnostics
Performance Goals
Customer Experience
Administrative Support
Loading Cargo
Community Experience
Lead Volunteer, American Cancer Society California Division, San Diego, CA, 2004, 2008, Community Champion: participated on a committee panel of 15-20 volunteers who contributed advice on the American Cancer Society signature breast cancer fundraiser Making Strides Against Breast Cancer as a volunteer in the San Diego Market., Committee Member- Served on the Committee under the Silent Auction Chair to help secure high end ticket items to auction for the American Cancer Society’s Annual San Diego Discovery Gala., Lead Mission Delivery Volunteer of Border South: mentored Mission Delivery Volunteer Chairs in San Diego and Imperial County Relay For Life events., Ensured the mission of the American Cancer Society was present at all events committee meetings, team captain meetings and day of community events. Participated in Regional Council conference calls, meetings, and trainings., Served on the planning committee for Relay University Annual Conference designed to educated, empower and provide tools to the American Cancer Society volunteers., Lead Relay For Life Volunteer Border Sierra Region, South: mentored Relay For Life Event Volunteer Chairs in San Diego and Imperial County., Lead and facilitate quarterly leadership meetings with community event chairs and their counter partner., Participated as a committee member on the California Division Relay For Life Summit Conference as well as the California Division Relay Team Development Conference held annually., Attended California Relay For Life Annual Leadership Conference designed to cultivate future leaders of the American Cancer Society., Served as a presenter and facilitator for the California Relay For Life Summit, California Team Development Conference as well as the Relay Committee Academy Annual Conference., Event Chair for the Relay For Life of National City: responsible for assembling and leading community Relay For Life event., Ensure a successful Relay For Life event by Recruiting, training and retaining Relay For Life leadership committee members., Encourage committee to recruit, train and retain subcommittees to accomplish task within a successful Relay For Life. Lead and facilitate planning committee meetings. Delegate responsibilities to committee members and subcommittee members.
Ambassador, ACS Cancer Action Network California, California, 2005, 2008, Represented California 79th Assembly District and California 51st Congressional District as a constituent with the American Cancer Society National Lobby Day., Was the voice to of the constituent of California as we met with legislators to support the California Tobacco Tax Initiative. Discussed the importance of increasing tobacco tax which would provide funds for cancer research and aid constituents to stop smoking through Tobacco Cessation Programs., In 2006, represented California 79th Assembly District and California 51st Congressional District as a constituent with the American Cancer Society Lobby Day., Discussed the importance legislators in making Affordable Healthcare available to constituents of California. This would give all constituents in the state of California access to healthcare at minimal cost., In 2006, more than 10,000 American Cancer Society Ambassadors and supporters came together in Washington D.C. to demonstrate to our country’s leaders their power, passion, and intense desire to end cancer., Met with U.S. Senate to discuss efforts to increase access to mammograms and other preventative cancer care. Encourage Congress to sign the American Cancer Society’s Congressional Promise to make health system reform a priority, work to increase cancer prevention efforts, promote early detection and survivorship programs, increase the nations commitment to research and expand access to care.
Member, Kiwanis International, San Diego, CA, 2009, 2020, Member of Kiwanis International of South Bay Marina Chapter., President 2014 – 2015, President-Elect in 2013 - 2014, Membership Recruitment & Growth Chair 2012-2013, Kiwanis International Volunteer Member of the Year in 2013, Support local non-profit organization such as Sports 4 Exceptional Athletes, San Diego County YMCA, Stand Up 4 Kids and the American Cancer Society, Provide holiday meals to families in the South Bay through local entities who do community outreach and support.