Shelby Crellin
Princes Risborough,Buckinghamshire
Summary
Dedicated professional with a strong focus on customer service excellence and relationship-building. Demonstrates exceptional communication skills, both written and verbal, alongside a proactive approach to client advising. Known for resilience under pressure, empathetic communication, and efficient time management. Committed to maintaining client confidentiality and delivering proactive client solutions. Career goal: To leverage extensive skills in customer engagement and emotional intelligence to drive client satisfaction and business success.
Overview
36
36
years of professional experience
5
5
years of post-secondary education
Work History
Personal Funeral Adviser
Central Coop Funeral
Thame, Oxfordshire
01.2017 - Current
- Determined funeral locations and provided details via website announcements.
- Conducted interviews to gather information and prepare obituary notices.
- Liaised with florists, caterers, and other service providers for comprehensive event planning.
- Arranged funeral services, coordinating details with families to meet individual needs.
- Drafted price quotes for funeral service and casket or urn purchases.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Stayed current on processes and procedures to offer relevant assistance.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Developed appropriate resources to meet needs of diverse audiences.
- Successfully maintained clean driving licence and access to reliable transportation.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Applied positive customer service approach to increase satisfaction levels.
- Displayed energy and enthusiasm in fast-paced environment.
- Handled chemicals and waste in line with COSHH regulations.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Conducted intensive safety audits and investigated reported issues, accidents and near-misses.
- Improved customer satisfaction by promptly dealing with family requests and last-minute service changes.
- Sourced and ordered materials for funeral and memorial services within tight deadlines.
- Availed counsellors to counsel and comfort grieving family members or friends.
- Delivered compassionate aftercare follow-up calls providing emotional support post-service.
- Handled paperwork related to death certificates, obituaries, and legal documents efficiently.
- Contacted relevant parties to arrange transportation of bodies from place of death to funeral home.
- Discussed available services with clients to evaluate needs.
- Coordinated arrangements for funeral services and burial ceremonies.
- Reserved time blocks to arrange crematory services.
- Provided comfort and reassurance to grieving families by offering empathetic support.
- Accepted and processed payments and issued receipts for services rendered.
- Prepared detailed cost estimates to support families in budgeting decisions.
- Scheduled burials in alignment with funeral director availability.
- Kept funeral home premises presentable at all times, enhancing guest comfort levels during services.
- Facilitated viewing arrangements for mourners' convenience.
- Managed administrative duties, ensuring efficient operation of the funeral home.
- Established trust with bereaved families for smoother arrangement proceedings.
- Discussed options and preferences for disposition of remains with family members.
- Organised transportation for mourners from various locations to ensure prompt arrival at services.
- Orchestrated respectful and dignified funerals in line with family requests.
- Ensured accurate funeral programs by meticulously checking details.
- Exercised discretion, patience and understanding to safeguard distraught customers.
- Coordinated transportation of the deceased to facilitate timely funerals.
- Maintained cleanliness and tidiness within the facility, promoting a calm environment.
- Worked closely with clergy or celebrants for personalized service delivery.
- Maintained good customer relationships by quickly resolving issues or complaints in a timely and professional manner.
- Answered questions to assist with casket or urn selection.
- Worked with cemeteries to arrange opening, grave-digging and burial activities on client request.
- Offered advice on burial options resulting in informed decision making by clients.
- Addressed concerns and explained costs of funeral services to family or friends of deceased people.
- Assisted in arranging memorial donations in lieu of flowers when requested by clients.
- Liaised with mortuary and cemetery professionals to foster smooth transitions,
- Discerned appropriate offerings and services contingent on family's needs from discussions.
Medical receptionist
Haddenham Medical Centre
Haddenham, Buckinghamshire
03.2016 - 12.2016
- Maintained timely check-in services, noting patient arrivals for efficient appointment running.
- Updated patient charts using electronic medical records system.
- Provided empathetic customer service during stressful medical situations; eased patient anxiety.
- Completed start and end of day procedures for busy GP practice.
- Managed high-volume phone calls, resulting in efficient appointment setting.
- Welcomed patients with kindness to enhance checking in processes.
- Carried out day-to-day duties accurately and efficiently.
Medical receptionist
The Warren Medical Centre
Hayes, Hillingdon
09.2013 - 10.2015
- Documented patient encounter information, laboratory results, and correspondence for records.
- Answered phone calls and messages for physician medical facility, scheduling appointments and handling patient inquiries.
- Built trusting relationships with patients through courteous behaviour and professional communication skills.
- Kept reception and waiting areas neat and clean to make patients feel welcome and comfortable.
- Transcribed medical information for patient or facility records.
- Assisted doctors with administrative tasks to facilitate smooth clinic operations.
- Managed high-volume phone calls, resulting in efficient appointment setting.
- Organised and assessed urgency of home visit requests.
Volunteer worker
Woodend Park Academy
Hayes, Hillingdon
02.2004 - 07.2015
- Built strong relationships with community members to foster goodwill and cooperation.
- Coordinated and supported work of volunteers in execution of projects and initiatives.
- Utilised social media platforms and online resources to advertise volunteer opportunities and attract wider pool of potential candidates.
- Developed greater community involvement by organising local events and activities.
- Liaised with community organisations and partner agencies to identify volunteer opportunities and align volunteer efforts with community needs.
Self-employed courier
Hermes Parcelnet
Hayes, Hillingdon
05.2009 - 07.2013
- Leveraged effective time management techniques to handle multiple deliveries within tight schedules.
- Sorted packages for accurate delivery to correct addresses.
- Collected and returned unwanted stock to storage.
- Reported delivery goods and document errors to management, enabling prompt resolution.
- Developed and maintained exceptional knowledge of local routes for timely deliveries.
Housewife
Housewife
Hayes, Hillingdon
07.2008 - 07.2009
Reservations agent
The Crowne Plaza Hotel
West Drayton, Hillingdon
02.2006 - 07.2008
- Advised customers on specific visa and passport requirements.
- Escalated unresolved issues where necessary, ensuring guest satisfaction at all times.
- Managed complex bookings with attention to detail and professionalism.
- Assisted in customer queries resolution by displaying extensive knowledge of company's booking system.
- Worked closely with front office staff for smooth check-in procedures.
- Promoted seasonal travel offers and upsold additional tours and experiences.
Registered childminder
Self Employed
Hayes, Hillingdon
02.2001 - 01.2006
- Organised classroom spaces to align with lessons and support children's learning.
- Supervised groups of children.
- Role-modelled desired behaviours, habits and actions.
- Prepared nutritious meals catering to various dietary restrictions boosting healthy eating habits.
- Collaborated with parents to understand and cater to individual child needs.
- Supervised children during rest and relaxation periods to maintain safety and facilitate mental and physical development.
- Promoted good manners and personal hygiene among children instilling important life skills.
Housewife
Housewife
Hayes, Hillingdon
05.1995 - 02.2001
Junior Receptionist the Secretary to HR department
AHS Emstar LTD
Staines-upon-Thames, Surrey
02.1989 - 05.1995
- Collaborated with team members in organising company events; enhancing team cohesion and morale building activities.
- Utilised multi-line telephone system to manage incoming calls effectively.
- Maintained accurate logs of visitor entries for security purposes.
- Managed high volume of incoming calls from multi-line telephone system and documented messages.
- Located information and records quickly to assist with ad-hoc queries.
- Maintained reception area stock of important forms and brochures.
Education
GCSEs - English, Maths, RE, Pitman 1&2
Ashford High School
Ashford, Surrey 09.1984 - 05.1989
Skills
- Attention to Detail
- Customer engagement
- Customer service excellence
- Relationship-building
- Resilience under pressure
- Emotional intelligence
- Patience and perseverance
- Written and verbal communication
- Reflective thinking
- Proactive client advising
- Client confidentiality practices
- Proactive approach
- Empathetic communication
- Exceptional communication
- Efficient time management
Timeline
Personal Funeral Adviser
Central Coop Funeral
01.2017 - Current
Medical receptionist
Haddenham Medical Centre
03.2016 - 12.2016
Medical receptionist
The Warren Medical Centre
09.2013 - 10.2015
Self-employed courier
Hermes Parcelnet
05.2009 - 07.2013
Housewife
Housewife
07.2008 - 07.2009
Reservations agent
The Crowne Plaza Hotel
02.2006 - 07.2008
Volunteer worker
Woodend Park Academy
02.2004 - 07.2015
Registered childminder
Self Employed
02.2001 - 01.2006
Housewife
Housewife
05.1995 - 02.2001
Junior Receptionist the Secretary to HR department
AHS Emstar LTD
02.1989 - 05.1995
GCSEs - English, Maths, RE, Pitman 1&2
Ashford High School
09.1984 - 05.1989
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