Shelley Stevens
Plymouth,Devon
Summary
A highly skilled professional with expertise in strategic planning, critical evaluation, and resilience under pressure. Demonstrates exceptional communication proficiency and outstanding customer service, ensuring seamless operations and client satisfaction. Mastery in delegation and multitasking proficiency enhances time efficiency and deadline-oriented performance. Adept at conflict resolution and utilising the Microsoft Office Suite to optimise workflow. Committed to leveraging skills for continued growth and success.
Overview
20
20
years of professional experience
Work history
Administrative manager
RJB Precision Plastering
Plymouth, Devon
2024.12 - 2026.01
- Maintained an organised workspace promoting productivity and efficiency.
- Implemented a new filing system enhancing document retrieval process.
- Handled customer queries promptly improving overall customer satisfaction.
- Managed employee schedules to ensure smooth operations.
- Alleviated workload pressures, delegating tasks appropriately amongst staff.
- Coordinated with other departments for seamless workflow integration.
- Liaised with external vendors negotiating favourable terms of service contracts.
- Managed internal communications effectively maintaining transparency across teams.
- Administered payroll, reducing discrepancies and errors during the process.
- Ensured data protection compliance with meticulous record keeping.
- Increased office efficiency by streamlining administrative procedures.
- Conducted performance reviews, fostering employee development and growth.
- Facilitated office meetings to discuss and address team issues.
- Oversaw recruitment processes to attract high-quality candidates.
- Developed departmental budget plans, ensuring cost-effectiveness in operations.
- Organised company documents for improved accessibility and compliance.
- Attended meetings and maintained files of notes taken during meetings.
Senior Funeral Director
Plymouth and District Funeral Services
Plymouth, Devon
2016.02 - 2024.11
- Demonstrated exemplary customer service for increased client satisfaction.
- Offered grief counselling resources connecting families with appropriate support networks.
- Handled legal paperwork efficiently reducing stress for grieving relatives.
- Coordinated all aspects of funerals for seamless proceedings.
- Improved efficiency by implementing new administrative procedures.
- Liaised with florists, caterers and other vendors for comprehensive event management.
- Managed budgeting and financial planning for cost-effective services.
- Worked closely with religious leaders ensuring culturally sensitive services.
- Maintained detailed records of all funeral arrangements systematically.
- Conducted pre-planning consultations with clients to prepare future arrangements.
- Customised service options to meet individual family needs.
- Managed inventory of funeral home supplies effectively avoiding any shortages during operations.
- Arranged memorials in various locations accommodating individual family preferences.
- Provided compassionate support to bereaved families by discussing funeral arrangements.
- Organised transport of deceased individuals to the funeral home smoothly.
- Supervised burial ceremonies guaranteeing dignity and respect at all times.
- Facilitated respectful viewings and visitations with utmost professionalism.
- Ensured compliance with health and safety regulations for safe working environment.
- Orchestrated music, video tributes and readings enhancing personalisation of services.
- Arranged funeral/memorial services in a professional caring manner.
- Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers.
- Secured and filed burial permits and made funeral arrangements.
- Discussed the nature of the funeral service, the disposition of the remains and funeral costs with family members.
- Arranged transportation between sites for the remains, mourners, pallbearers and members of the clergy.
- Picked up the deceased at private homes, hospitals and county morgues.
- Met with families of deceased to discuss funeral service requests, disposition of remains and pricing.
- Closed and secured caskets and led funeral corteges to churches and burial sites.
- Communicated with insurance companies to secure death benefits for the families of the deceased.
- Acted as a liaison between hospitals, physicians, the county coroner, newspapers and members of the clergy.
- Displayed the highest level of professionalism and sensitivity when dealing with grieving family members.
- Instructed staff on body viewing, prayers and collection arrangements made with family or friends.
- Improved customer satisfaction by promptly dealing with family requests and last-minute service changes.
- Kept staff up-to-date on safety procedures and best practices through training.
- Worked with cemeteries to arrange opening, grave-digging and burial activities on client request.
- Accepted and processed payments and issued receipts for services rendered.
- Exercised discretion, patience and understanding to safeguard distraught customers.
- Dressed deceased in chosen clothing and transported bodies to casket.
- Used cosmetic techniques to prepare deceased for funeral services.
- Embalmed human remains to lengthen process of decay.
- Identified proper techniques for anatomical incisions and reconstruction.
Funeral director
West Country Funeral Services
Plymouth, Devon
2010.05 - 2016.03
- Orchestrated music, video tributes and readings enhancing personalisation of services.
- Worked closely with religious leaders ensuring culturally sensitive services.
- Managed budgeting and financial planning for cost-effective services.
- Liaised with florists, caterers and other vendors for comprehensive event management.
- Coordinated all aspects of funerals for seamless proceedings.
- Ensured compliance with health and safety regulations for safe working environment.
- Improved efficiency by implementing new administrative procedures.
- Organised transport of deceased individuals to the funeral home smoothly.
- Demonstrated exemplary customer service for increased client satisfaction.
- Maintained detailed records of all funeral arrangements systematically.
- Supervised burial ceremonies guaranteeing dignity and respect at all times.
- Provided compassionate support to bereaved families by discussing funeral arrangements.
- Conducted pre-planning consultations with clients to prepare future arrangements.
- Facilitated respectful viewings and visitations with utmost professionalism.
- Handled legal paperwork efficiently reducing stress for grieving relatives.
- Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers.
- Met with families of deceased to discuss funeral service requests, disposition of remains and pricing.
- Displayed the highest level of professionalism and sensitivity when dealing with grieving family members.
- Discussed the nature of the funeral service, the disposition of the remains and funeral costs with family members.
- Arranged funeral/memorial services in a professional caring manner.
- Secured and filed burial permits and made funeral arrangements.
- Closed and secured caskets and led funeral corteges to churches and burial sites.
- Communicated with insurance companies to secure death benefits for the families of the deceased.
- Picked up the deceased at private homes, hospitals and county morgues.
- Acted as a liaison between hospitals, physicians, the county coroner, newspapers and members of the clergy.
- Worked with cemeteries to arrange opening, grave-digging and burial activities on client request.
- Exercised discretion, patience and understanding to safeguard distraught customers.
- Accepted and processed payments and issued receipts for services rendered.
- Dressed deceased in chosen clothing and transported bodies to casket.
- Arranged funeral services, coordinating details with families to meet individual needs.
Call centre manager
118 118
Plymouth, Devon
2005.08 - 2010.04
- Oversaw recruitment process to select high-performing individuals for the team.
- Handled demanding customers calmly and professionally, maintained company reputation.
- Identified areas of improvement through regular performance reviews, provided constructive feedback to employees.
- Improved customer satisfaction by implementing effective conflict resolution techniques.
- Delegated tasks effectively amongst team members, optimised workload distribution.
- Conducted regular employee evaluations, identified strengths and areas for development.
- Led team meetings, fostered a cohesive work environment.
- Managed daily operations to ensure optimal productivity and effectiveness.
- Fostered a supportive atmosphere through open-door policy approach, encouraged employees' engagement and morale.
- Monitored calls for quality assurance purposes, ensured adherence to company policies and guidelines.
- Facilitated regular training sessions for enhanced employee skills set.
- Set and managed performance benchmarks for call centre employees.
- Implemented new training initiatives to increase employee engagement.
- Trained and coached new starters and other sales team members to help meet team targets.
- Provided excellent customer service, upholding high level of customer satisfaction.
Education
Higher National Diploma - Funeral Directing
National Association of Funeral Directors
Plymouth 01/2021 - 01/2023
NVQ Level 3 - Travel and Tourism
Here’s School
Plymouth 08/1998 - 06/2000
GCSEs - English Literature, English Language, Maths, Science, Art, Business Studies, French
Here’s School
Plymouth 09/1994 - 07/1999
Skills
- Professional discretion
- Delegation mastery
- Multitasking proficiency
- Deadline-oriented
- Time efficiency
- Communication proficiency
- Critical evaluation
- Resilience under pressure
- Strategic planning
- Conflict Resolution
- Microsoft Office Suite
- Outstanding customer service
References
References available upon request.
Timeline
Administrative manager
RJB Precision Plastering
2024.12 - 2026.01
Senior Funeral Director
Plymouth and District Funeral Services
2016.02 - 2024.11
Funeral director
West Country Funeral Services
2010.05 - 2016.03
Call centre manager
118 118
2005.08 - 2010.04
Higher National Diploma - Funeral Directing
National Association of Funeral Directors
01/2021 - 01/2023
NVQ Level 3 - Travel and Tourism
Here’s School
08/1998 - 06/2000
GCSEs - English Literature, English Language, Maths, Science, Art, Business Studies, French
Here’s School
09/1994 - 07/1999