Maria E Rosas
Chula Vista,CA
Summary
Caring Pre-planning advisor driven to deliver exceptional and professional service to families in pre planning. Committed to coordinating funeral services and offerings seamlessly to simplify funeral and burial process for pre planning families.
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Pre Planning Advisor
SCI
2023.01 - Current
- Increased client satisfaction by providing personalized pre-planning advice and recommendations.
- Enhanced company reputation through exceptional customer service and expertise in the pre-planning process.
- Streamlined workflow by implementing efficient organization strategies for client documents and records.
- Collaborated with team members to develop comprehensive pre-planning packages tailored to individual needs.
- Established trust with clients, offering compassionate guidance during emotionally challenging times.
- Maintained up-to-date knowledge of industry trends, ensuring accurate information was provided to clients at all times.
- Built long-lasting relationships with clients, leading to increased referrals and repeat business.
- Conducted thorough assessments of clients'' needs, resulting in customized pre-planning solutions that met their specific requirements.
- Improved efficiency by implementing a streamlined appointment scheduling system, reducing client wait times and increasing overall productivity.
- Educated clients on the various options available to them, empowering informed decision-making regarding their end-of-life planning.
- Provided ongoing support to clients throughout their entire pre-planning journey, maintaining consistent follow-up communication as needed.
- Discussed nature of funeral service, disposition of remains and funeral costs with family members.
- Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers.
- Communicated with insurance companies to secure death benefits for payment of services.
- Discussed pre-arranged funeral options and explained pricing to clients.
- Helped families select funeral and burial details from range of available options.
- Assisted clients with pre-arranging funeral services.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
Supervisor
Eddy's Towing Service
2003.09 - Current
- Evaluated and improved accuracy and completeness of financial records.
- Maintained cash flow by monitoring bank balances and cash requirements.
- Met accounting financial standards by providing accounting department annual budget information.
- Prepared vendor invoices and processed incoming payments.
- Maintained good working relationships with vendors and resolved disputes.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
- Decreased invoicing and receivable cycle times by streamlining billing systems.
- Boosted sales by implementing effective training programs for new and existing employees.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Enhanced team productivity by creating a supportive work environment and providing ongoing feedback.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Created innovative sales strategies, leading to improved market share and visibility for the company''s products.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Generated detailed reports highlighting team achievements as well as areas requiring further attention or improvement efforts.
- Played an integral role in recruitment processes by interviewing candidates and guiding them through onboarding procedures upon hire completion successfully.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Trained team members in successful strategies to meet operational and sales targets.
- Effectively coached team members to reach weekly and monthly sales goals.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Completed employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.
- Enhanced customer satisfaction by providing timely and efficient towing services.
- Increased company efficiency by effectively managing multiple towing requests simultaneously.
- Improved company reputation by maintaining a clean driving record and upholding high standards of professionalism on the job.
- Assisted stranded motorists by offering prompt roadside assistance, such as jump starts or tire changes, when needed.
- Built strong relationships with clients through exceptional communication skills and professional demeanor.
- Handled challenging situations calmly under pressure, making critical decisions quickly for successful resolution of incidents requiring towing services.
- Reviewed daily production schedules to inform effective prioritization and delegation of tasks.
- Answered roadside assistance calls for tows and other vehicle support.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Store Manager
Petries
1997.01 - 2003.08
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Rotated stock to achieve optimum appeal and minimize shrinkage.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained new employees on proper protocols and customer service standards.
- Developed and implemented successful staff incentive programs to motivate employees.
- Supervised guests at front counter, answering questions regarding products.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Approved regular payroll submissions for employees.
- Assisted with hiring, training and mentoring new staff members.
Education
Associate of Science - Business Administration And Management
Southwestern College
Chula Vista, CA05.2021
High School Diploma -
Bell High School
Bell, Ca06.1996
Certificate of Acknowledgment - Bank Teller Technology
Bank of America
Anaheim, CA05.1996
Skills
- Leadership
- Proficient In Spanish and English
- Critical thinking
- Adaptability
- Negotiable Securities
- Financial Statements
- Audit Preparation
- Client Representation
- Accounts Payable and Receivable
- Public Speaking
- Organized
- Time Management
- Teamwork
- Problem-Solving
- Ability To Multitask
- Customer Service
- Windows, Mac IOS, & Microsoft office
- Google doc, Google drive, Google slides, Google email, Google meet, & Word
- Zelle, Apple Pay, Venmo, Cash App & PayPal
- Payroll Auditing
- Cash Analysis
- Processing Checks and Invoices
- Effective and Professional Communication
- Document Recordkeeping
- Payroll Preparation
- Property Accountability
- Tax Return Preparation
- Human Resources Department Processes
- Paperwork Processing
- Financial Portfolio Management
- Profit and Loss Accountability
- Work and Task Scheduling
- Financial Planning
- Funeral planning
- Goal-oriented mindset
- Customer Response
- Pricing Structures
- Customer Education
- Empathetic
- Sales and Marketing
- Compassionate communication
- Problem-solving abilities
- Teamwork and Collaboration
- Team Collaboration
- Relationship Building
- Excellent Communication
- Self Motivation
- Attention to Detail
- Adaptability and Flexibility
- Continuous Improvement
- Problem-solving aptitude
- Multitasking
- Record-keeping
- Effective Communication
- Professionalism
- Team building
- Goal Setting
- Active Listening
- Payment Processing
- Returns processing
- ID Verification
- Identification checks
Languages
Spanish
Full Professional
English
Full Professional
Certification
- Licensed CA. Ins. 4312116
Timeline
Pre Planning Advisor
SCI
2023.01 - Current
Supervisor
Eddy's Towing Service
2003.09 - Current
Store Manager
Petries
1997.01 - 2003.08
Associate of Science - Business Administration And Management
Southwestern College
High School Diploma -
Bell High School
Certificate of Acknowledgment - Bank Teller Technology
Bank of America
- Licensed CA. Ins. 4312116
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