Customer Service Shift Manager

AMINEH J. JENCKES

**** *. ******** *** **********, Arizona 85257

Phone: 314-***-****

Email: ************@*****.***

Experienced leader in customer service and sales for the past 22 years. I have earned accreditations for customer satisfaction and have received awards for outstanding quarterly performances that factors sales, overall JD Powers and secured revenue. My greatest attributes lie in my ability to communicate, relate and adapt to cliental. My experience as a director for the past decade has also enabled me to build strong leadership skills. I take pride in my ability to coach and develop others, as well as working with my team in resolving issues to achieve optimal outcomes for our clients. I have succeeded in my career through keen conceptual thinking, adaptability, diligent organization, financial management and team empowerment.

EXPERIENCE:

JULY 2013 – PRESENT

FUNERAL DIRECTOR, SCI DIGNITY MEMORIAL

•Consistently met with 150-200 families a year, virtually and in person. Guiding the clients through our company’s services, merchandise offerings, and program and customization options. This entailed that I presented a detailed knowledge of our product offerings, aligning services with client needs, while concurrently engaging in financial assessments with their overall budget. I have exceeded client expectations, which has enabled me to achieve an average score of 980 from JD Powers during my tenure. The highest band of customer satisfaction available.

•In addition to exceeding client expectations with my team, I also optimized revenue for Dignity Memorial by increasing sales for personalized services and packages. My overall take-up rates were consistently above 70% for package bundling and 20% for catering over the last 5 years. I’m adept at being empathetic to the client, while ensuring sales goals were met and exceeded.

•Engaged in critical decision making on a consistent basis in order to assist families in a timely manner. As a director, I had to delegate and manage multiple location managers to assist clients with their needs and determine company capacity.

•Engaged in project management. Coordinating transport, dispatch, and administration in house, while concurrently engaging in event planning and arrangements with external clients (families). This required consistent management internally and externally to meet client’s expectations, while ensuring proper compliance and timeliness was achieved internally.

•Trained incoming directors. Anywhere from 5-10 employees a year, guiding them on my client process regarding arrangements and procedures.

•Employed relationship management skills. Not only by ensuring my teams success in meeting goals and service expectations, but in building long standing relationships with several clients that have come to me for service throughout my years at Dignity. I excel in client communications. Counseling and guiding families through necessary processes and procedures during their time of grief.

•Led my team through services each week. Positioning and assigning jobs to attendants on staff for the day; inviting and leading families on the step-by-step process of the events for that day’s services; and corresponding with officiants on the order of services, music and other audiovisuals.

•I’ve proven to be highly organized, and diligent in records and documentation. There are several legal documents that must meet compliance specifications to ensure an orderly process for our clients. I have been efficient, and detail oriented in ensuring these processes are met. I also work with my team of directors to ensure that we circulate client details to the team to ensure a consistent client experience.

•Engaged in financial management via reconciling merchandise logs and organizing accounts receivable via monthly follow ups with collections from insurance claims and trust departments.

•Performed after service calls to ensure all client questions were answered and there were no lingering concerns from the date of service. This also ensured a higher JD Power survey and customer return rate.

•Maintained continuing education courses, renewal applications and fees to keep active dual Embalmer and Funeral Director Licenses through the Arizona Board of Funeral Directors annually.

OCTOBER 2009 - MAY 2013

SHIFT MANAGER - BARTENDER, ODONOGHUE’S IRISH PUB

•Led as a shift manager by overseeing and assisting all staff members with service and set up, handling all client’s requests and complaints, communicating all information from back of house to front of house in a timely manner, and reconciling all server and bartender sales and cash out reports then dropping cash reports for the weekly accounts reports.

•Trained and led fellow bartenders and servers.

•Assisted with phone calls for reservations, private parties, entertainment bookings, and all other questions.

•Maintained several regulars that ensured consistent sales revenue for the bar.

•Upheld composure and friendliness during periods of high stress. Whether the bar was understaffed, experienced technical difficulties, and/or experienced aggravated customers.

EDUCATION:

MAY 2013

ASSOCIATES IN MORTUARY SCIENCE, MARICOPA COMMUNITY COLLEGE

•Valedictorian class of 2013 UMCC

•Phi Theta Kappa National Honors Society

JANUARY 2017

ARIZONA SCHOOL OF REAL ESTATE AND BUSINESS

SKILLS:

Customer Service

Interpersonal Skills

Leadership

Relationship Building

Team Player

Project Management

Organization

Critical Thinking

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