Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Hannah Gaines

Lawrence,KS

Summary

Aspiring Funeral Director and Embalmer with experience in the industry and talent for patiently consoling bereaved families. Five years of applicable experience in banking. Driven to deliver exceptional and professional service to families in need. Experience with full-service funeral arrangements transportation, and cremation. Experienced in body handling and preparation, including embalming and cosmetizing. Detail-oriented, thorough and caring.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Client Relationship Consultant

U.S. Bank
07.2021 - Current
  • Wrote and distributed customer correspondence.
  • Completed data entry tasks with accuracy and efficiency.
  • Sorted documents and maintained an organized filing process.
  • Collated and organized data entry documents into filing systems for easy access.
  • Educated customers on the features and benefits of banking products and services.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Investigated customer inquiries and resolved discrepancies in a helpful and timely manner.
  • Secured and protected data from unauthorized access by complying with security protocols.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs.
  • Scanned documents and saved in a database to keep records of essential organizational information.
  • Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.

Student

Rumsey-Yost Funeral Home
08.2022 - 05.2023
  • Prepared remains for services, viewings, and cremations.
  • Proven ability to learn quickly and adapt to new situations.
  • Improved appearance of remains with the use of cosmetics.
  • Worked overnight to respond to first calls and complete removals.
  • Sutured incisions with meticulous precision and attention to detail.
  • Processed cremated remains and ensured secure placement into urn.
  • Performed embalming procedures and updated case study reports.
  • Adhered to health and sanitation laws for all embalming processes.
  • Picked up deceased at private homes, hospitals and county morgues.
  • Utilized embalming techniques to restore deceased bodies to suitable conditions for viewing.
  • Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
  • Assisted in arranged funeral/memorial services for grieving families to meet budget and memorialized instructions.

Phone Lead and Trainer

ResultsCX
10.2020 - 06.2021
  • Trained classes of 20+ New hires for two weeks of onboarding
  • Tracked attendance and evaluated progress for assigned trainees.
  • Coached team members in techniques necessary to complete job tasks.
  • Monitored participant workflow and behaviors throughout the training process.
  • Scheduled and taught in-class and online courses to increase learning opportunities.
  • Delivered instructional presentations on correct workflow to comply with company policies
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Supported productivity increase and business growth through new hire training and mentoring.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Trained new team members by relaying information on company procedures and safety requirements.

Phone Lead

ResultsCX
06.2018 - 10.2020
  • Answered constant flow of customer calls
  • Responded proactively and positively to rapid change.
  • Updated account information to maintain customer records.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Leveraged extensive knowledge of products and services and created welcoming, positive experiences.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed highly empathetic client relationships and earned areputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Voted Employee of the Month within first 6 months of employment

Education

Associate of Applied Science - Mortuary Science

Kansas City Kansas Community College
Kansas City, KS
05.2023

Skills

  • PPE Compliance
  • Background in sales
  • Caring and Empathetic
  • Excellent Communication
  • Experience in Embalming
  • Experience with Removals
  • Expert at product recommendations
  • Organization and Time Management

Affiliations

Member of the NFDA

Certification

NFDA Certified Crematory Operator

Received passing score on National Board Examinations Arts and Science in Kansas

Timeline

Student

Rumsey-Yost Funeral Home
08.2022 - 05.2023

Client Relationship Consultant

U.S. Bank
07.2021 - Current

Phone Lead and Trainer

ResultsCX
10.2020 - 06.2021

Phone Lead

ResultsCX
06.2018 - 10.2020

Associate of Applied Science - Mortuary Science

Kansas City Kansas Community College

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Hannah Gaines