Talonda Faust
Baltimore,MD
Summary
Dynamic Front Office Administrator with a proven track record at Wylie Funeral Home, excelling in customer engagement and office supply management. Enhanced client satisfaction through proactive problem-solving and efficient scheduling. Skilled in CRM systems and adept at fostering positive relationships, contributing to a collaborative work environment.
Professional administrative specialist with keen eye for detail and exceptional organizational skills. Successfully managed office operations and facilitated smooth communication between departments, ensuring seamless workflow. Renowned for reliability, adaptability, and fostering collaborative team environment.
Overview
13
13
years of professional experience
Work History
Front Office Administrator
Wylie Funeral Home
04.2021 - Current
- Responded to inquiries from callers seeking information.
- Managed front office operations, ensuring a welcoming environment for clients and visitors alike.
- Kept reception area clean and neat to give visitors positive first impression.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues through a proactive approach.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Contributed to positive team dynamics by collaborating effectively with colleagues on various projects.
- Maintained accurate inventory levels by regularly updating the tracking system and initiating orders when necessary.
Administrative Assistant
Joseph Brown Funeral Home
01.2019 - 03.2021
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Maintained inventory of office supplies and placed orders.
- Improved document processing speed by introducing automated templates for routine correspondence.
- Implemented new CRM system to track client interactions, improving response times and client satisfaction.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Collections Specialist
BGE, Baltimore Gas & Electric
09.2017 - 12.2018
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Maintained high volume of calls and met demands of busy and productive group.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Counseled debtors on payment options and arranged installment agreements.
- Fostered a positive working relationship with other departments within the company, assisting in credit evaluation processes, risk assessments, and overall financial strategy development.
- Enhanced customer trust and retention with empathetic and solution-focused interactions.
- Negotiated repayment plans with customers to minimize financial losses, enhancing company cash flow.
- Achieved significant reductions in average age of receivables, applying rigorous follow-up procedures.
- Enhanced team morale and reduced turnover by creating supportive and collaborative work environment.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Call Specialist
PayPal
07.2016 - 08.2017
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Utilized CRM software to manage customer interactions, track progress, and maintain accurate records.
- Increased upselling success rate through targeted offerings based on customer needs assessment.
- Streamlined call handling processes for improved efficiency and reduced hold times.
- Identified opportunities for process improvements, leading to increased team productivity and effectiveness.
- Mastered product knowledge to provide accurate information and recommendations to customers.
- Contributed to a positive work environment by consistently demonstrating professionalism and teamwork.
- Maintained confidentiality of sensitive information while adhering to strict compliance guidelines throughout all client interactions.
- Maintained exceptional first-call resolution rates, minimizing the need for follow-up calls or escalations.
- Provided backup support for other departments as needed, demonstrating adaptability and versatility within the organization.
- Overcame objections using friendly, persuasive strategies.
- Educated customers on product and service benefits, explaining features and answering questions.
- Developed extensive knowledge of products and services to better assist customers.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
Autopsy Assistant
Office Of The Chief Medical Examiner
01.2016 - 07.2016
- Assisted in inventory management by tracking supplies and reordering necessary materials as needed, avoiding delays or interruptions in services.
- Improved accuracy of findings by conducting thorough examinations of organs, tissues, and fluids.
- Streamlined communication among team members by consistently updating case files with relevant information as it became available.
- Ensured accurate results with diligent adherence to established protocols and procedures during autopsies.
- Efficiently performed routine maintenance on laboratory equipment to ensure optimal functionality during procedures.
- Enhanced autopsy process efficiency by maintaining a clean and organized workspace.
- Preserved evidence integrity by following proper chain-of-custody protocols when handling specimens related to legal investigations.
- Utilized advanced laboratory equipment for precise analysis of collected samples, supporting pathologists'' conclusions.
- Supported timely completion of autopsies by efficiently managing multiple cases simultaneously.
- Increased case comprehension through consistent review of pertinent medical records prior to assisting in an autopsy.
- Assisted pathologists in determining cause of death through meticulous tissue sampling and data collection.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Prepared lab specimens for diagnostic evaluation.
Director of Operations
Trans Atlantic Mortuary Services
01.2015 - 12.2015
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Assisted Funeral Director in the coordination of services.
- Delivered decedents to Funeral Homes in a timely manner.
- Casketed and cosmetized decedents in preparation for visitation and burials.
- Offered administrative expertise in managing Funeral Home operations.
- Prepared memorial materials i.e. obituaries, signage.
Call Specialist
Answering Service for Directors
01.2012 - 12.2014
- Reduced average handle time by efficiently navigating multiple systems while assisting callers.
- Handled high call volumes while remaining focused on providing outstanding service at all times.
- Exceeded call quality standards by adhering to company policies and procedures during all interactions.
- Consistently met or exceeded individual performance metrics, contributing to overall team success.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Dispatched removal services to pick up decedents.
- Screening and fielding calls for Funeral Homes nationwide.
Education
Bachelor of Arts - Mass Communication / Pre-Law
Lincoln University
Philadelphia, PA05-2009
Cardinal O'Hara High School
Springfield, PA06-2006
Skills
- Scheduling appointments
- Reception duties
- Office supply management
- File organization
- Operations management
- Customer engagement
- Administrative support
- Customer relationship management (CRM)
- Inbound phone call handling
- Spreadsheet development
- Administration and operations
- Microsoft office
Timeline
Front Office Administrator
Wylie Funeral Home
04.2021 - Current
Administrative Assistant
Joseph Brown Funeral Home
01.2019 - 03.2021
Collections Specialist
BGE, Baltimore Gas & Electric
09.2017 - 12.2018
Call Specialist
PayPal
07.2016 - 08.2017
Autopsy Assistant
Office Of The Chief Medical Examiner
01.2016 - 07.2016
Director of Operations
Trans Atlantic Mortuary Services
01.2015 - 12.2015
Call Specialist
Answering Service for Directors
01.2012 - 12.2014
Bachelor of Arts - Mass Communication / Pre-Law
Lincoln University
Cardinal O'Hara High School
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