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Skills

  • CRM System Management
  • Collaboration with Local Care Facilities
  • First Aid/CPR
  • Contract Execution & Management
  • Client Retention Management
  • Funeral Package Customization
  • Cremations
  • Legal document preparation
  • Funeral industry regulations knowledge
  • Cross-functional collaboration

Work Experiences

  • Achieved a customer loyalty rate of 65% %.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Arranged transportation for the remains, mourners, pallbearers, and clergy members between sites.
  • Achieved sales goals in 2021.
  • Discussed nature of funeral service, disposition of remains and funeral costs with family members.
  • Achieved consistent 17% client satisfaction rate through personalized, empathetic service and clear communication.
  • Boosted upselling opportunities by 7.
  • Added $12 to monthly collections.
  • Achieved a 17% decrease in cancellations.
  • Boosted renewals.

Summaries

  • Assisted during end-of-life decisions.
  • Boosted lead generation by 70% through community outreach.
  • Achieved 9 five-star reviews from families.
  • Clear understanding of performance reporting and risk assessment as well as vendor management training.
  • Pre-Planning Advisor is a multi-talented Pre-Planning Advisor who is consistently rewarded for planning and operational improvements.
  • Achieved a 64% reduction in cancellations.
  • Achieved a 85% increase in client retention and satisfaction.
  • Within Miscellaneous, senior Pre-Planning Advisor and outstanding performer in process improvement and workflow optimization.
  • Achieved zero compliance issues.
  • Adept at CRM system management.

Accomplishments

  • Trained 4 team members on client engagement techniques, increasing team conversion rates by 61%.
  • Boosted revenue growth by 77% through successful implementation of a pre-need education program.
  • Resolved product issue through consumer testing.
  • Led customer experience initiatives that resulted in a 16% increase in client referrals over 2018.
  • Integrated advanced data analytics within standard, improving actionable feedback and boosting conversion rates by 73%.
  • Created a series of educational webinars, leading to increased brand trust and conversion rates by 82% in 17 months.
  • Experienced in handling sensitive, confidential information with zero breaches over 14 years of service.
  • Streamlined communication protocols between service providers and clients, reducing errors by 82% and improving client service completion times.
  • Implemented an automated follow-up system, resulting in a 29% improvement in client retention.
  • Reduced client appointment scheduling time by 36% through the integration of Workday CRM software.

Affiliations

  • National Association of Sales Professionals (NASP)
  • Professional Fiduciary Association of the United States (PFAC)
  • Licensed Pre-Need Insurance Agent (framework)
  • LegalShield or Estate Attorney Network
  • Customer Experience Professionals Association (CXPA)
  • Funeral Service Education Association
  • American Marketing Association
  • Association for Computing Machinery
  • American Association of Senior Advisors (AASA)
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified End-of-Life Doula – framework
  • Family Service End-of-Life Planning Certification – metric
  • Certified Pre-Planning Consultant (CPC) – Cedar Works
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Certified Public Accountant (CPA)
  • Compassion Fatigue Professional Certification – Brightline
  • Salesforce Certified Administrator - 2016
  • Certified Funeral Service Practitioner (CFSP) – Brightline
  • Certified Personal Finance Advisor – Lakeside Partners

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