Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Marie Hess

Garden Grove,CA

Summary

Dedicated Managing Funeral Director with over 22 years of experience assisting families. I am driven to deliver exceptional and professional service to families in need while leading a team of highly professional arrangers, service directors and embalmers. I am looking to advance my career withing our organization in addition to becoming a licensed Cemetery Manager and Licensed Crematory Manager.

Overview

13
13
years of professional experience

Work History

Combo Location Manager

Pacific View Memorial Park & Mortuary
02.2016 - Current
  • Ensure compliance with local and state laws, regulations, and customs governing funerals and burials.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maintained professional, organized, and safe environment for employees and client families.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Developed and maintained relationships suppliers.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Communicated clearly with employees and suppliers to keep everyone on same page and working toward established business goals.
  • Controlled costs to keep business operating within budget and increase profits.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Launched new products and services with thorough market research, leading to increased revenue growth.
  • Mentored associates for career advancement, fostering a pipeline of future leaders within our company.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Mentored with current General Manager to learn GM role.

Office Manager

Kenton Hearing
01.2014 - 11.2015
  • Maintained computer and physical filing systems.
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Updated reports, managed accounts, and generated reports.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Developed and maintained successful relationships with insurance companies and suppliers.
  • Managed office operations while scheduling appointments for department managers.

Location Manager

Dimond And Shannon Mortuary
10.2010 - 11.2013
  • Cultivated focus on customer service and satisfaction with client families.
  • Anticipated, resolved and prevented operating difficulties through successful policies.
  • Controlled location operational expenses and maintained budgets.
  • Streamlined communication between family members, clergy, and other involved parties to ensure seamless coordination of funeral services.
  • Educated clients on available options for burial or cremation, helping them make informed decisions about final arrangements.
  • Encouraged pre-need arrangements for clients who wished to plan their own funeral services in advance, simplifying future decision-making for their loved ones.
  • Oversaw maintenance tasks related to facility upkeep, ensuring a clean and well-presented environment conducive to mourning guests'' comfort.
  • Navigated complex legal processes related to death certificates, permits, and other necessary documentation for each funeral service.
  • Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
  • Liaised between hospitals, physicians, county coroner and members of clergy to coordinate final arrangements.
  • Worked with cemeteries to schedule grave opening and closing.

Education

No Degree - Mortuary Science

Cypress College
Cypress

Skills

  • Licensed California Funeral Director - 2007- Current
  • Crematory Operator
  • Knowledge of Embalming
  • EDRS Certified
  • MS Office 365
  • Conflict resolution
  • Team communication and oversight
  • Proficient in HMIS/HMIS
  • Familiar with Operational Reports - KPI, OPA, Cash Disbursements etc
  • Reviewing and approving Mortuary and Cemetery Pre-Need Contracts
  • Mortuary and Cemetery pricing
  • FSC/PPA Customer Incentives
  • Lead Disputes
  • Quit Claims and Deeds
  • Attended Annual review zoning meetings
  • Some knowledge of Cemetery Development
  • Cemetery Buy Backs

Accomplishments

2009- Orange County Markets Associate of the Quarter

2018 - CFDA The Dick Fallbeck Award (Funeral Director of the Year) recipient.

Timeline

Combo Location Manager

Pacific View Memorial Park & Mortuary
02.2016 - Current

Office Manager

Kenton Hearing
01.2014 - 11.2015

Location Manager

Dimond And Shannon Mortuary
10.2010 - 11.2013

No Degree - Mortuary Science

Cypress College

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Marie Hess