General Manager

Daisy E. Dowell

***********@*****.*** linkedin.com/in/daisy-dowell-bbb694a1 309-***-**** Maroa, IL

Goal-oriented, customer-centric professional with extensive experience encompassing business administration, customer service, and strategic planning. Exceptional organizational abilities, with expertise in executing cross-functional operations, delivering exemplary customer service, and training staff. Highly transferable skill set, with experience in engaging in negotiations, processing contracts, maintaining databases, and performing various administrative tasks. Articulate communicator with a personable phone demeanor. A quick learner who is highly adaptable.

Business Administration

Customer Service

Database Administration

Administrative Functions

Staff Development

Report Generation

Strategic and Financial Planning

Negotiations

Invoicing

Document Drafting

Filing

Time Management

Professional Experience

EAST LAWN MEMORIAL GARDENS AND FUNERAL HOME,

General Manager • Bloomington, IL 2021 to 2024

●Assist the Location Manager with the daily operations of a Funeral Home including planning, achieving annual sales revenue and production targets, encourage profitable case volume growth, Profit & Loss (P&L) goals, manage expenses, developing a professional and effective staff, and exceeding client family expectations.

●Assist and direct the business operations as if it were your own. JOB RESPONSIBILITIES Location Management, at least 70% Financial Management Work with Location Manager to develop annual business plan and budget as well as financial, production and revenue goals. Run reports, analyze, identify trends, and make observations or improvement recommendations to Location Management.

●Understand industry finances, how daily activities affect financial outcomes. May approve expenditures and invoices including overtime. Operations Assist the Location Manager with the day-to-day activities ensuring on-time services that exceed client family expectations. Identify barriers, encourage ideas, and recommend improvements.

●Assure the location’s operating practices comply with applicable federal & state regulations and Company policies. Manage frontline supervisor’s responsibilities, expectations, and accountabilities. Make decisions that support and reinforce the company’s market strategies, values, and goals. In absence of the Location Manager, full-fill appropriate daily responsibilities and decision-making.

●Additional responsibilities as requested or assigned. People Development Screen, interview, and assess candidates (internal and external) for hiring or promoting a skilled and effective staff. Develop a strong, trusting, and reliable team through influence and leading by example, having indirect responsibility for staff. Constructively address issues and provide tangible and appropriate feedback to develop skills and/or close gaps.

●Monitor training and licensing requirements ensuring staff is re-trained/licensed prior to expiration. Funeral Director, up to 30% Arranges and conducts funeral services in accordance with the family’s desires, expectations, and spiritual beliefs. Discusses family’s wishes, funeral options, services, products, and pricing with deceased family. Identifies and communicates special veteran or recognition benefits. Executes funeral services contracts and documents in accordance with state and federal laws. Through community and non-profit involvement, retains heritage, increases good will, and indirectly increases market share.

GRACELAND/FAIRLAWN FUNERAL HOME, Funeral Director • Decatur, IL 2014 to 2021

MUELLER FUNERAL HOMES, INC., Funeral Director • Ottawa, IL 2004 to 2013

Leverage organizational abilities to direct cross-functional business operations on a daily basis.

Engage with individuals in person and by phone/email to ensure that their needs are met.

Draft pertinent documents, prepare client invoices, file records, and execute various administrative tasks.

Accurately process required permits and contracts to ensure alignment with applicable regulations.

Conduct customer follow-up surveys and generate activity evaluation reports.

Employ communication skills to train staff and engage in negotiations.

Distribute collection statements focusing on past due accounts and arrange contract restructuring as needed.

Monitor client payment histories via the internal database and computer generated payment billing system.

Earned 90% customer service approval rates at all establishments.

Education

Bachelor of Science: Mortuary Science, Southern Illinois University • Carbondale, IL

Liberal Arts Degree, Mitchell College • New London, CT

Software Proficiency

Microsoft Office (Word, Excel, Access, and Outlook), Office 360, SharePoint, Adobe (including Photoshop), QuickBooks

Citrix, HMIS, Navigator, One Drive, Director's Assistant Program, Quicken, Printshop, WordPerfect

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