Talonda Faust
Baltimore,MD
Summary
Dynamic Front Office Administrator with a proven track record at Wylie Funeral Home. Excels in customer engagement and office supply management. Enhances 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 a keen eye for detail and exceptional organizational skills. Successfully manages office operations and facilitates smooth communication between departments, ensuring seamless workflow. Renowned for reliability, adaptability, and fostering a collaborative team environment.
Overview
14
14
years of professional experience
1
1
Certification
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.
Director of Operations
Trans Atlantic Mortuary Services
01.2015 - 12.2016
- 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 cosmeticized decedents in preparation for visitation and burials.
- Offered administrative expertise in managing Funeral Home operations.
- Prepared memorial materials i.e. obituaries, signage.
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.
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
05-2009
Cardinal O'Hara High School
06-2006
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
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Inbound phone calls
- Resolving issues
- Verbal and written communication
Accomplishments
- Achieved Mortuary Tracking by introducing a real-time chart for Funeral Director tasks
Personal Information
Certification
- Certified Cremation Specialist, Answering Service For Directors - 2014
- Certified Crematory Operator, Cremation Association of North America - March 2023, Exp: March 2028
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 - 12.2016
Call Specialist
Answering Service for Directors
01.2012 - 12.2014
Cardinal O'Hara High School
Bachelor of Arts - Mass Communication / Pre-Law
Lincoln University
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