Elfreda Robertson
Houston,Texas
Summary
Highly motivated professional with over 30 years of customer service experience. Effective at arranging memorial services, lining up burial choices and giving every family top-notch service. Strong communicator and multitasker with good problem-solving skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Family Service Counselor
Dignity Memorial
06.2019 - 12.2023
- Provide emotional support to families of the deceased
- Face to face conversations with the bereaved to give them physical comfort and advice
- Maintain positive communications with client families to answer any questions regarding the burial process and often use the counseling expertise to help overwhelmed families cope with the loss of loved ones
- Pre Planning Funerals and At Need Arrangements, Request for death certificates and drafts Process payments and Generate Contracts.
Disaster Case Manager
Baker Ripley
Houston, TX
12.2018 - 06.2019
- Assignment included the assessment of multiple disaster recovery providing management services, development recovery plan, linking disaster survivors to resources and programs that promoted a rapid and equitable recovery
- Requirements also included an assessment of disaster-caused unmet needs on individuals and families
- Had the ability to approach cases with a calm and objective eye, and with the welfare of all involved in mind
- Contacted an average of 20 families in one week Performed interviews, prepared and uploaded detail intact files into data system Developed recommendation and process files to resolution Completed follow-up contact calls/visits with survivors to check status and assess Handle survivors inquires regarding status of claims and on-going concerns Provide referral information for additional services
Administrative Assistant
United Airlines
Houston, TX
09.2016 - 11.2017
- Maintain office activities by scheduling appointments, planning and scheduling meetings, conferences, teleconferences, and travel
- Maintain office supplies inventory levels by checking supplies, anticipating needs, evaluating /selecting new products, placing supply orders and validating receipts of goods
- Complete operational requirements by scheduling and assigning administrative projects Coordinated preparation of reports, analysis of data and solution identification
- Handle incoming executive mail, reading, sorting and redirecting correspondence Greet guest and customer in office directing inquiries and managing complaints
Customer Service Clerk
United Airlines
Houston, TX
01.2010 - 08.2016
- Handle preferred customer inquiries, complaints and problem resolution including drafting and issuance of compensation vouchers, calming angry customers, rebuilding trust, identifying resolution resources and developing best option solutions
- Resolve an average of 75 customer inquiries on a daily basis Calculate and prepare statistical data related to customer complaints /resolutions Open and Sort Mail associated with customer inquiries Daily data entry of customer comments utilizing Microsoft Word Mail Processing Prepare and distribute customer vouchers in agreement with company policy
Education
Allied Health Professions -
Houston Community College
12.1993
Skills
- Excellent communication, both written and oral with the ability to communicate with all levels of the organization and large groups
- Effective problem-solver, organized, team player
- Adept in Report Development, Administrative Writing, Supply Management, and Inventory Control
- Individual Counseling
- Advanced arrangements
- Burial planning
- Self Motivation
- Problem-Solving
- Decision-Making
- Attention to Detail
- Reliability
- Team building
- Organizational Skills
Certification
Licensed Chemical Abuse Counselor
References
Available Upon Request
Affiliations
VP for Pretties Pearls Organization for Youth Girls ages 5-17
Teach Senior Dance
Timeline
Family Service Counselor
Dignity Memorial
06.2019 - 12.2023
Disaster Case Manager
Baker Ripley
12.2018 - 06.2019
Administrative Assistant
United Airlines
09.2016 - 11.2017
Customer Service Clerk
United Airlines
01.2010 - 08.2016
Allied Health Professions -
Houston Community College
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