Summary
Overview
Work History
Education
Skills
Certification
Volunteer Experience
Timeline
Generic

JOSEPHINE DAMANTE

Valley Village,CA

Summary

Dynamic Guest Service Specialist II with a proven track record at Forest Lawn Mortuary, excelling in compassionate client interactions and effective team supervision. Proficient in HMIS and skilled in problem-solving, I enhance service quality while training new employees and managing accounts receivable, ensuring a seamless experience for families during challenging times.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Guest Service Specialist II

Forest Lawn Mortuary
Glendale , CA
05.2021 - Current
  • Supervise five people.
  • Provides dedicated service to families and guests with compassion and professionalism.
  • Ensures the GS team maintains a professional appearance at all times.
  • Interacts with the public, handles customer service concerns with minimal supervision.
  • Escorts clientsfamiles and provides refreshment services
  • Takes pride in working closely with the supervisor and assisting in all areas.
  • Processed customer payments for services rendered.
  • Responded promptly to customer inquiries via phone or email in a professional manner.
  • Provided excellent customer service to ensure guest satisfaction.
  • Maintained accurate records of all guest transactions within the computer system.
  • Participated in team meetings to discuss strategies for improving guest service standards.
  • Organized lobby area by keeping it neat and tidy at all times.
  • Addressed customer complaints or concerns in a timely manner.
  • Answered phone calls promptly and directed inquiries appropriately.
  • Performed daily housekeeping duties such as cleaning rooms and restocking supplies.
  • Assisted with training new employees on proper front desk protocol.
  • Performed checks on rooms and overall property daily.
  • Assist with department schedule and time sheets.
  • Look up properties on HMIS for the decedent's location and any other information a family needs.
  • Train new employees.
  • Assist walk-in families, future planning, and if they have an appointment with an advance planner.
  • Assign rooms to memorial counselors and advance planning.
  • Assist other departments when needing guest service to have families sign documents, contracts, tablets, orders of interments, etc.
  • Ability to take payments on behalf of the flower shop.
  • Assist families for visitations.
  • Assist families when they drop off clothing, and anything else they are dropping off for their loved ones.
  • Works weekends and holidays wherever shifts need to be filled.
  • Cross-trained to help in the flower shop.
  • Assists with projects for service arrangements as needed.
  • Helps cover the information booth as needed.
  • Send out Google’s when families need maintenance requests.
  • Routes incoming calls quickly, efficiently, and courteously.
  • Ensures lobby and surrounding areas are clean and well maintained.

Customer Service / Accounts Receivable

Mount-Sinai Memorial Park
Hollywood, CA
03.2017 - 03.2020
  • Main Lobby Receptionist, Switchboard Operator.
  • Serving Families.
  • Searching for locations of loved ones within the park.
  • Training new employees.
  • Ordering office supplies.
  • Escorting families to appointments.
  • Accounts Receivable Income / Payments.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Completed day-to-day duties accurately and efficiently.

Senior Royalty Income Specialist

Warner Chappell Music
Los Angeles , CA
07.1993 - 02.2015
  • Researched and wrote articles for a variety of publications.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Education

High School Diploma -

Hollywood High
Hollywood

Some College (No Degree) -

Los Angeles City College
Los Angeles, CA

Skills

  • NetSuite
  • HMIS
  • Ma
  • FL Connect (Salesforce)
  • One note
  • Communication
  • Patience
  • Microsoft Office
  • Cpr certified
  • Some Spanish
  • Flgoole
  • Problem solving
  • Property security
  • Shift change management
  • Event information management
  • Tourism industry insight
  • Inventory monitoring
  • Basic accounting
  • Language proficiency
  • Emergency response
  • Hotel software expertise
  • Property Facility Familiarity
  • Luggage storage
  • Tourism management
  • Analytical thinking

Certification

  • Pryor Learning
  • How to Supervise People – Certificate of Completion
  • Microsoft Excel Proficiency – Certificate of Completion

Volunteer Experience

Operation Gratitude

Timeline

Guest Service Specialist II

Forest Lawn Mortuary
05.2021 - Current

Customer Service / Accounts Receivable

Mount-Sinai Memorial Park
03.2017 - 03.2020

Senior Royalty Income Specialist

Warner Chappell Music
07.1993 - 02.2015

High School Diploma -

Hollywood High

Some College (No Degree) -

Los Angeles City College
JOSEPHINE DAMANTE