Susan Espina
Orlando,FL
Summary
Dynamic and results-oriented professional with extensive experience at DeGusipe Funeral Home & Crematory and Progress Energy. Excelled in managing confidential documents and resolving complex customer issues, showcasing exceptional organizational and problem-solving skills. Proven leader in training teams and enhancing operational efficiency, with a commitment to excellence in customer service.
Overview
24
24
years of professional experience
Work History
Administrative Assistant
DeGusipe Funeral Home & Crematory
Ocoee, Florida
06.2014 - Current
- Handle confidential documents in an organized fashion, according to established protocol.
- Manage incoming calls while providing information, or transferring callers to appropriate personnel.
- Manage daily office operations and maintain office supplies inventory, ensuring efficient workplace functionality.
- Organize and maintain filing systems for physical documents, ensuring the accuracy and confidentiality of records.
- Greet visitors in a professional manner, responding to inquiries, and directing them to appropriate personnel.
- Coordinate staff schedules for funeral services to ensure seamless operations.
- Collaborate with families to create personalized memorial items for services.
- Support funeral directors by addressing their specific needs.
- Train employees across multiple office locations, including St. Petersburg, Ocoee, Sanford, and Maitland.
- Generate death certificates with accuracy, and attention to detail.
- Collaborate with doctors and medical examiners to secure signatures on death certificates.
- Processed daily electronic deposits efficiently.
Customer Service Representative
Progress Energy
Lake Mary, Florida
06.2001 - 06.2004
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations while being on-call during hurricane season.
- Assisted emergency personnel in managing life-threatening situations.
Education
Tech Skills Vocational College
Maitland, FLSkills
- Excellent organizational skills
- Problem-solving skills
- Team player with leadership skills
- Hardworking, dedicated, and loyal
- Punctual
- Training and coaching
- Excellent customer service skills
- Time management
Timeline
Administrative Assistant
DeGusipe Funeral Home & Crematory
06.2014 - Current
Customer Service Representative
Progress Energy
06.2001 - 06.2004
Tech Skills Vocational College
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