Marion HEFFERNAN
London
Summary
A dedicated professional with extensive expertise in the funeral services industry, specialising in cremation processes, burial procedures, and non-religious funeral arrangements. Demonstrates exceptional skills in writing eulogies, handling legal documentation, and conducting pre-planning consultations with a client-focused approach. Known for poise under pressure and sensitivity to confidentiality, ensuring dignified mannerisms and composure during distressing situations. Proficient in sales of urns and memorials, managing funeral merchandise inventory, and arranging floral tributes. Committed to environmentally friendly options and adept at navigating social media to enhance service offerings. Career goals include advancing leadership capabilities within the industry while maintaining excellence in service delivery.
Honest Cashier capable of managing money, merchandising stock and assisting customers with locating desired items. Successful at cleaning and arranging checkout lanes to maintain professional, visual appeal. Excellent oral and written communication, listening and time management skills with strong attention to detail and superior work ethic.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work history
Cashier
William Hill
Bexleyheath, Bexley
07.2020 - Current
- Collaborated closely with store management for daily operations success.
- Identified counterfeit notes whilst handling cash, ensuring financial security.
- Coordinated with team members for smooth shift transitions.
- Enhanced customer satisfaction by promptly addressing issues and concerns.
- Balanced till at end of day, maintaining accurate records.
- Trained new cashiers on store policies and procedures to maintain standards.
- Resolved customer complaints professionally leading to higher retention rates.
- Demonstrated patience while dealing with difficult customers, maintaining professionalism.
- Maintained clean and organised workspace to ensure efficient service.
- Enhanced communication channels through regular updates on company policies and promotions.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Performed administrative duties contributing towards smooth store operations.
- Provided top-notch support for increased customer satisfaction.
- Ensured smooth running of operations with timely preparation of reports.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Assisted customers with varying questions using product knowledge and service expertise.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
Funeral Director
The Tender Touch Funeral Services
Plumstead, Greenwich
04.2011 - 07.2020
- Improved efficiency by implementing new administrative procedures.
- Provided compassionate support to bereaved families by discussing funeral arrangements.
- Facilitated respectful viewings and visitations with utmost professionalism.
- Worked closely with religious leaders ensuring culturally sensitive services.
- Arranged memorials in various locations accommodating individual family preferences.
- Managed budgeting and financial planning for cost-effective services.
- Coordinated all aspects of funerals for seamless proceedings.
- Demonstrated exemplary customer service for increased client satisfaction.
- Maintained detailed records of all funeral arrangements systematically.
- Handled legal paperwork efficiently reducing stress for grieving relatives.
- Liaised with florists, caterers and other vendors for comprehensive event management.
- Conducted pre-planning consultations with clients to prepare future arrangements.
- Customised service options to meet individual family needs.
- Ensured compliance with health and safety regulations for safe working environment.
- Supervised burial ceremonies guaranteeing dignity and respect at all times.
- Negotiated contracts with suppliers leading to improved terms and conditions.
- Managed inventory of funeral home supplies effectively avoiding any shortages during operations.
- Offered grief counselling resources connecting families with appropriate support networks.
- Organised transport of deceased individuals to the funeral home smoothly.
- Orchestrated music, video tributes and readings enhancing personalisation of services.
- Conducted more than 200 funerals, visitations and memorial services over the course of 6 years.
- Secured and filed burial permits and made funeral arrangements.
- Picked up the deceased at private homes, hospitals and county morgues.
- Arranged funeral/memorial services in a professional caring manner.
- Discussed the nature of the funeral service, the disposition of the remains and funeral costs with family members.
- Discussed pre-arranged funeral options and explained pricing to clients.
- Displayed the highest level of professionalism and sensitivity when dealing with grieving family members.
- Closed and secured caskets and led funeral corteges to churches and burial sites.
- Met with families of deceased to discuss funeral service requests, disposition of remains and pricing.
Education
GCSEs -
Riverside School
Thamesmead 09.1975 - 09.1980
Skills
- Cremation process
- Writing eulogies
- Diplomacy in negotiations
- Cosmetology applications
- Pre-Planning consultations
- Dignified mannerisms
- Legal documentation handling
- Environmentally friendly options
- Sensitivity to confidentiality
- Burial procedures
- Non-Religious funeral arrangements
- Urns and memorials sales
- Funeral merchandise inventory
- Arranging floral tributes
- Pre-Need arrangement planning
- Administration of paperwork
- Poise under pressure
- Religious customs knowledge
- Composure during distress
- Telephone manners
- Positive disposition
- Client-Focused approach
- Time-Management prowess
- Familiarity with company policies
- Patient attitude
- Social media navigation
- Resilience to stressful situations
- Pressure handling
- Effective verbal articulation
- Cash handling
- Team Leadership
- Sales expertise
- Complaint resolution
Timeline
Cashier
William Hill
07.2020 - Current
Funeral Director
The Tender Touch Funeral Services
04.2011 - 07.2020
GCSEs -
Riverside School
09.1975 - 09.1980