Gemma Smith
Uddingston,South Lanarkshire
Summary
Experienced Professional, responsible and mature woman who thrives in fast-paced environments. A highly skilled professional with a strong work ethic and exceptional communication abilities. Demonstrates outstanding interpersonal skills and a friendly demeanour, excelling in high-pressure environments. Friendly and reliable Crematorium Manager skilled in achieving targets, training and focused on business efficiency and target goals. Proficient in Microsoft Office, Excel, and Power BI for financial forecasting, with expertise in expense reporting and competitor analysis. Knowledgeable about SEPA and Scottish Government regulations, complemented by certifications in First Aid, CPR, and Mental Health First Aid. Committed to continuous learning and development through mentorship programmes. Trouble shooting Stirling Crematorium to become a thriving site.
Overview
18
18
years of professional experience
1
1
Certification
Work history
Interim Crematorium Manager
Westerleigh Group
Border/Stirling
03.2025 - Current
- Changed views of Stirling by gaining local knowledge to allow for further growth and better Funeral director relationships.
- Optimised resource allocation for increased profits.
- Piloted change management initiatives successfully improving organisational adaptability.
- Cultivated strong relationships with Funeral Directors to secure repeat business.
- Increased overall revenue for memorial sales to highest year Stirling has had to date -Increased by 7.2K
- Led performance reviews 1-2-1, SMUF review, identified areas for improvement.
- Facilitated staff training, through mentorship programme.
- Completed MIT training in house programme for Managers.
- Focused on overall growth of company using Dashboard - Power BI
Crematorium technician
Westerleigh Group Ltd
West Lothian
05.2021 - 03.2025
- Facilitated viewings respectfully, supporting individuals through grieving process.
- Ensured dignified treatment of remains by adhering strictly to procedures.
- Worked closely with team members to execute funerals smoothly.
- Assisted bereaved families with utmost respect, easing their emotional distress.
- FBCA - Trained
- Mentor for fellow FBCA candidates
- Ashes Management through correct channels
- Obitus Champion - worked closely with Obitus, to ensure right products where getting advertised and selected
- Took control of Funeral Director engagement evenings - Carol services
- Handled sensitive situations tactfully whilst maintaining professionalism at all times.
- Maintained cleanliness and order in crematory for respectful environment.
- Upheld strict compliance with health and safety regulations for safe workplace environment.
- Managed 50+ calls per day - 5-10 memorial appointments per week, with over half of them ending in sales.
Prison custody officer
GEOAmey
Glasgow, Glasgow City
09.2017 - 05.2021
- Carried out relevant paperwork and cell checks to ensure safety of all staff and custodies (around 200 per day)
- Processed custodies on court arrival with care and compassion.
- Treating each custody as individual not a number
- Focusing on personal touches to make them feel more at ease with the process.
- Worked closely with Scottish prison service monitor to adapt their database, to ensure all members of staff could use
equipment efficiently - Escort custodies too and from court
- Prepare intelligence reports for each custody based on data from other authorities.
- Working well under extreme pressure and being focused on achieving best outcome.
- Transfer data from paper copy Pers to electronic Pers via System Geotrack. GDPR keeping all data confidential
- Money handling
- Communicating with each individual whilst having empathy and compassion for custodies in their most vulnerable
moments. - Understanding religious backgrounds, in order to make all relevant adjustments for each individual persons needs whilst
under care. - Having respect and dignity for staff and custodies whilst also showing professionalism when in care of GEOAMEY.
- Moving custodies from place to place if in need of lifting, being able to lift and move correctly.
Deputy manager
Antler Ltd
Glasgow
08.2015 - 09.2017
- Recommended merchandise to customers based on their needs and preferences.
- Contacted other store locations to determine merchandise availability.
- Wrote sales invoices and sales contracts.
- Building strong teams, working together to make Glasgow store successful.
- Managed Staff of 10 sales associates.
- Promoted from key holder to Deputy Manager within 2 months.
- Reordering stock.
- Hired, trained and evaluated personnel in sales and marketing
- Increased profit through effective sales training and troubleshooting profit loss
- Completed profit and loss reports
- Trained and developed new team members on relevant systems and key operational tasks.
- Created reports, analysed and interpreted data, including expenses, competition information, and revenues.
- Heavy lifting and moving stock from branch to branch in the correct manner.
- Health and safety training to allow me to stay up to scratch with the needs of the business.
Head Dance Coach and Advisor for Schools/Nurseries
North Lanarkshire Council
Coatbridge, North Lanarkshire
04.2008 - 08.2015
- Making sure all employees, are punctual and have the knowledge to carry out tasks ahead
- Responded to questions and requests in a prompt and efficient manner.
- Wrote and planned out day to day work rotas and contracts along with planned sessions for each coach.
- Contacted other school/nurseries to determine age range and ability.
- Completed all cleaning, stocking and organising equipment for the sessions ahead, making sure each coach has everything
needed to complete the session the most effective way possible. - Built relationships with schools/nurseries to increase likelihood of repeat business.
- Engaged with nursery/school managers in a sincere and friendly manner, along with making kids feel welcome and
engaged in the activity.
Skills
- Friendly demeanour
- Strong work ethic
- Outstanding interpersonal skills
- Excellent phone etiquette/Multi-line skills
- Fast learner
- Active listener
- Works well under pressure
- Mentorship Programme trained - FBCA
- First Aid and CPR Certified
- Mental Health First Aider
- Confident
- Self-motivated
- Microsoft Office and Excel proficiency
- Power BI - Financial Forecasting
- Expense reporting and competitor Analysis
- Knowledge of regulatory standards - SEPA - Scottish Government Regulations
Certification
- FBCA Trained
- MIT (Manager In Training) - Completed
- MIT MENTOR through the Mentorship programme
- Mental Health/ Grief First aider - SQA
- St John's Ambulance Advanced First Aider - CPR
- PVG Disclosure
- Full Drivers License
Timeline
Interim Crematorium Manager
Westerleigh Group
03.2025 - Current
Crematorium technician
Westerleigh Group Ltd
05.2021 - 03.2025
Prison custody officer
GEOAmey
09.2017 - 05.2021
Deputy manager
Antler Ltd
08.2015 - 09.2017
Head Dance Coach and Advisor for Schools/Nurseries
North Lanarkshire Council
04.2008 - 08.2015