INGRID CASTELLO

Experienced Customer Service Agent

OBJECTIVE

Desiring to serve in a position that utilizes my vast experience of over 30 years in leading teams, collaborating with internal and external customers, and proficiency in carrying out work activities to exceed organizational goals.

CONTACT

PHONE:

210-***-****

EMAIL:

adr7bs@r.postjobfree.com

COMPETENCIES

Customer Service

Leading Change

Leading People

Business Acumen

Critical Thinking

Technology

Sales

Marketing

Advertising

Communication (Bilingual)

Management

Networking

EDUCATION

Dallas Institute of Funeral Service, Dallas, Texas

March, 1986

Licensed Funeral Director/Embalmer in Texas

Lubbock High School, Lubbock, Texas

May, 1984

High School Diploma

WORK EXPERIENCE

Licensed Funeral Director/Embalmer, Service Corporation International, Houston, Texas (March 1990 to October 2021)

Various Locations:

Resthaven Funeral Home and Memorial Park, Lubbock, Texas

Crawford-Bowers Funeral Home, Killeen, Texas

Cook-Walden Capital Parks Funeral Home and Memorial Park, Pflugerville, Texas

Funeraria Del Angel Roy Akers, San Antonio, Texas

Angelus Funeral Home, Corpus Christi, Texas (Managed 1997)

Financial Management: Worked with local and Market Leadership to develop annual business plans and budgets to include financial, production and revenue goals; accountable for monitoring and achieving annual financial goals. Have a broad understanding of industry finances, how daily activities impact financial outcomes, and making appropriate sustainable business decisions. Budgeted for expenditures and invoices to include employee salaries.

Operations Managed the day-to-day activities ensuring the delivery of on-time services were met, exceeding client expectations. Removed barriers, encouraged the exchange of ideas, and identified opportunities for improvements. Resolved moderately complex problems; provided resolution guidance to supervisors and empowered accountability. Assured sites operating practices complied with applicable federal & state regulations and Company policies. Developed, communicated, and monitored goals, priorities, processes, and procedures. Effectively presented and communicated Company and Market strategies, values, and goals to on-site staff; and collaborated with local Management for resource sharing, ideas, and business or operational enhancements.

People Development: Understand strong, trusting, and reliable teams.

Encouraged developing skills and/or close gaps. Constructively addressed issues and provided tangible and appropriate feedback. Developed frontline supervisors’ proactive and collaborative management skills to increase employee engagement and minimize turnover. Monitored training and licensing requirements ensuring staff is re-trained/licensed prior to being licensed. Responsible for screening candidates (internal and external) and hiring or promoting an environment of skilled and effective staff. Established pay, recommended pay increases, special pay, and career advancements. Disciplined staff as necessary; collaborated with Human Resources and Market Leadership throughout discipline.

Advertising/Marketing & Brand Management: Responsible for building and expanding brand and product awareness to increase sales and market share. Networked with key community leaders to build business relationships, influence, and support the community. Participated in community, civic, or other organizations as a part of the local promotional efforts of the location and the Company. Developed and implemented plans to improve customer satisfaction index and on-line community reviews.

Leadership: In this capacity demonstrated the Core Values of Respect, Integrity, Service Excellence and Enduring Relationships in performing all aspects of position. Maintained a positive work environment by behaving and communicating in a respectful and professional manner and served with excellence.

Regulatory Compliance: Ensured adherence to federal, state, local and Coporate compliance regulations, including legal and ethical code of conduct. Coordinated all administrative, operational, and marketing activities of the location with Market Management.

Supervision: Supervised and scheduled staffing requirements to provide personnel for planning with client families, direction of funeral, memorial, or other services for client families. Counseled with and advised client families and arranged funerals and supervised funeral service activities in accordance with the individual client family's wishes. Managed labor-relations and conducted regularly scheduled staff meetings. Managed employee personnel files. Oversaw peer-review programs and mentored/coached employees.

Contract Management: Oversaw janitorial, grounds maintenance, facility, vehicle fleet and equipment, and vendor contracts. Ensured that the facilities were properly sanitized and OSHA Compliant.

Market Analysis: Performed and executed market outreach activities including one-on-one presentations, group presentations and event participation in accordance with pre-established Corporate standards in furtherance of location business growth objectives, and participated in community, civic or fraternal organizations and state and local funeral associations as a part of local promotional and outreach efforts. Implemented approved Corporate for location advertising and public relation programs. Implemented and used all information systems technology to create ad campaigns and promotional materials.

Business Acumen: Evaluated the operating results of the location and where operating results or performance did not meet expectations, implemented corrective action plans. Evaluated the quality of products and services provided to client families and when standards were not achieved implemented change. Oversaw site operations budget, accounts payable/receivable using prudent business practices, judgment, and diplomacy. Monitored the competitive market conditions, tracked trends, and apprised Management any significant changes. Responsible for implementing location operations policies and procedures relating to room management and presentations including ancillary funeral products.

Knowledge, Skills, and Abilities:

Skilled in effective communication

Ability to resolve conflict in person and via telephone

Ability to manage administration, time, resources and

Skilled in interpreting contracts and other legal documents

Skilled in selling pre-need contracts

Knowledgeable of funeral services and products

Ability to perform hiring and training staff

Knowledgeable of fleet management

Knowledgeable of managing operational budgets

Ability to operate commonly used technology:

a)Computers

b)Media presentations

c)Microphones, and sound systems

d)Recording devices

Knowledgeable in clerical and administrative data entry, document creation, writing and basic math

Skilled in professional conduct, appearance, and demeanor both at work and within community

Skilled in interpersonal relationships and advance team cohesion to organize and plan events and networking

REFERENCES

Gary Echols, 4608 Cambridge Drive, Tyler, TX 75703, 301-***-****

Pastor Carl Toti, 7002 Canton Avenue, Lubbock, TX 79413, 806-***-****

Contact this candidate