Felicia Staat
Brunswick,GA
Summary
A diligent and enthusiastic candidate with problem-solving abilities, time management, and interpersonal skills looking for a full-time opportunity. Eager to learn from experienced professionals and contribute to the team's success. Will bring value to an organization and help achieve the team's goals.
Overview
28
28
years of professional experience
Work History
Licensed Funeral Director
Brunswick Memorial Park Funeral Home
10.2016 - 12.2023
- Managed all aspects of approximately 700 funeral services, ensuring that each event ran smoothly from start to finish.
- Coordinated transportation from location of death, airline transportation to other states, and procession routes to cemeteries minimizing delays or disruptions.
- Educated and assisted families with selecting unique, meaningful, and personalized options and merchandise for burial or cremation services tailored to their specific religious and budget needs.
- Prepared invoices for client selections, received cash, check or credit card payments, generated receipts to record money received. to support accuracy.
- Developed strong relationships with and streamlined communication between family members and community partners, such as local clergy and vendors, to ensure seamless coordination and enhancing the overall service experience for clients.
- Drafted and published three to five obituaries per week on behalf of families served.
- Displayed highest level of professionalism and sensitivity while maintaining confidentiality of personal information throughout the entire funeral process Improving client satisfaction.
- Navigated complex legal processes and maintained accurate records and documentation to ensure compliance with state regulations and industry standards related to death certificates, permits, and other necessary documentation for each funeral service.
- Communicated with insurance companies to secure death benefits for payment of services..
- Performed embalming procedures improving appearance of remains with use of cosmetics and other restorative methods.
- Mentored junior staff members in proper procedures for embalming preparation, fostering an environment of continuous learning within the team.
- Conducted regular inventory assessments of caskets, urns, memorial supplies and other office supplies, ordering necessary items proactively to prevent stock shortages.
- Performed tasks related to facility upkeep, ensuring a clean and well-presented environment conducive to mourning guests'' comfort.
- Streamlined office operations by implementing new software tools increasing efficiency in task completion, filing systems and organizational strategies.
- Tested new software and hardware prior to deployment.
- Performed troubleshooting and repaired office PCs, network and peripheral devices such as printers, scanners and fax machines.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Licensed Funeral Director
Carter Funeral Home
06.2011 - 10.2016
- Managed all aspects of approximately 200 funeral services, ensuring that each event ran smoothly from start to finish.
- Coordinated transportation from location of death, airline transportation to other states, and procession routes to cemeteries minimizing delays or disruptions.
- Educated and assisted families with selecting unique, meaningful, and personalized options and merchandise for burial or cremation services tailored to their specific religious and budget needs.
- Developed strong relationships with and streamlined communication between family members and community partners, such as local clergy and vendors, to ensure seamless coordination and enhancing the overall service experience for clients.
- Displayed highest level of professionalism and sensitivity while maintaining confidentiality of personal information throughout the entire funeral process Improving client satisfaction.
- Navigated complex legal processes and maintained accurate records and documentation to ensure compliance with state regulations and industry standards related to death certificates, permits, and other necessary documentation for each funeral service.
- Communicated with insurance companies to secure death benefits for payment of services..
- Performed embalming procedures improving appearance of remains with use of cosmetics and other restorative methods.
- Mentored junior staff members in proper procedures for embalming preparation, fostering an environment of continuous learning within the team.
- Conducted regular inventory assessments of caskets, urns, memorial supplies and other office supplies, ordering necessary items proactively to prevent stock shortages.
- Performed tasks related to facility upkeep, ensuring a clean and well-presented environment conducive to mourning guests'' comfort.
- Streamlined office operations by implementing new software tools increasing efficiency in task completion, filing systems and organizational strategies.
- Tested new software and hardware prior to deployment.
- Performed troubleshooting and repaired office PCs, network and peripheral devices such as printers, scanners and fax machines.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Prepared invoices for client selections, received cash, check or credit card payments, generated receipts to record money received. to support accuracy.
- Made outbound calls to vendors and customers to discuss and resolve account needs.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Handled day-to-day accounting processes to drive financial accuracy.
- Maintained account accuracy by reviewing and reconciling checks monthly.
Sales and Delivery
Richmond Bumper Service
08.2008 - 06.2011
- Enhanced customer satisfaction by providing timely and accurate delivery of packages.
- Provided exceptional customer service through professional communication and problem-solving skills resolving customer concerns promptly, fostering strong relationships.
- Facilitated the swift resolution of any discrepancies in shipments or deliveries by communicating proactively with appropriate parties.
- Maintained vehicle safety and cleanliness, ensuring a positive representation of the company.
- Increased delivery efficiency by effectively organizing cargo within the vehicle securing items to prevent damage.
- Efficiently planned safest routes for approximately 100 to 150 miles per day for optimal time management and fuel conservation and made adjustments using road knowledge, GPS systems and paper maps.
- Documented mileage, deliveries, customer issues, damages and detailed fuel reports.
- Operated vehicle safely in highly congested areas with no traffic violations minimizing company liability and risks to loads.
Call Center Team Manager
AT&T Mobility Services
07.1995 - 05.1998
- Improved customer loyalty by applying effective strategies for monitoring and coaching 35 team members on call quality.
- Optimized call center processes for better efficiency, leading to lower average handle time and hold times.
- Supported and guided team members, creating a positive and cooperative work environment.
- Performed regular assessments for team members, offering helpful feedback for achieving performance objectives, improvement and growth, and setting up methods for reaching those targets.
- Provided ongoing learning opportunities for agents to improve their product knowledge and customer service skills.
- Met service level standards consistently by keeping track of call handling time, first-call resolution rates, and customer satisfaction scores.
- Handled high-pressure situations successfully, ensuring quick resolution of escalated customer issues.
- Showed professionalism and calmness in dealing with difficult customer situations, resolving them efficiently and satisfactorily.
- Leveraged industry expertise, customer service skills and analytical thinking to address customer concerns and increase loyalty.
- Established strong relationships with co-workers to enhance company culture and foster employee retention.
Education
Associate of Applied Science - Funeral Service And Mortuary Science
Tidewater Community College
Virginia Beach, VA05.2011
Skills
- Active Listening and Communication
- Conflict Resolution
- Critical Thinking and Problem-Solving Abilities
- Office Management and Process Optimization
- Customer Service
- Performance Tracking and Evaluation
- Regulatory and Legal Compliance
- Computer Proficiency
- Microsoft Office Suite
- Prioritization and Time Management
- Multitasking
- Organizational Skills
Timeline
Licensed Funeral Director
Brunswick Memorial Park Funeral Home
10.2016 - 12.2023
Licensed Funeral Director
Carter Funeral Home
06.2011 - 10.2016
Sales and Delivery
Richmond Bumper Service
08.2008 - 06.2011
Call Center Team Manager
AT&T Mobility Services
07.1995 - 05.1998
Associate of Applied Science - Funeral Service And Mortuary Science
Tidewater Community College
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