Summary
Overview
Work history
Education
Skills
Websites
Timeline
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Therese Walker

Therese Walker

Preesall,Lancashire

Summary

  • Located in the UK. Dependable Customer Service Assistant. Attentive team member organised in managing enquiries and documents. Prompt in handling communications and developing resolutions for diverse concerns. Thorough and detail-oriented in following procedures.
  • Brings many years of customer service experience within dynamic, fast-paced industry environments. Excellent interpersonal skills aiding positive professional relationships for recurring business and guaranteed customer satisfaction. Motivated to improve service to achieve overall company success.

Overview

24
24
years of professional experience
1
1
year of post-secondary education

Work history

Freelance Funeral Arranger

Fenix
01.2022 - Current
  • To be a successful arranger, you must be able to work with several critical moving parts
  • Meet with family, generally someone appointed next of kin 'NOK' and work through at least 30 points to confirm the type of funeral the family would like
  • Have a high level of understanding and emotional intelligence regarding grief and how grief can impact a family or individual
  • Work with Funeral Directors, Funeral Homes, Coroners, Care Homes, Surgeries and Hospitals to ensure all mandatory paperwork is completed in a timely and accurate manner
  • Work with DocuSign to ensure paperwork is accepted by various statutory bodies
  • Be available to family members to discuss their concerns and thoughts about their loved ones
  • I take many calls from family and friends to help give a better understanding of the process and help ease some of the pain which can be very overwhelming for a loved-one
  • I order Flowers, Orders of Service, Coffins, Urns, Headstones, and many other items related to ensuring the client feels their loved one receives a service they feel is befitting of their loved-one
  • I source officiants from many different religious traditions with respect and integrity
  • I make sure to study a religion if I should receive a family to work with who is part of faith, I may not be familiar with
  • I use various online tools to order music and upload photos for visual tributes
  • It takes a certain type of person to work within this role, and my experience from previous roles, such as Funeral Celebrant, End of Life Doula, Escalation Management and End-to-End Process Management are invaluable
  • It is critical that all steps are followed to an exacting manner, as we are dealing with one of the most difficult moments in a person's life
  • I have been mentioned positively in Trustpilot many times and been given special accolades for customer satisfaction.

Hummingbird Tributes-Freelance Independent Funeral Celebrant

01.2021 - Current
  • Officiate the service
  • Support the bereaved family every step of the way with the aim of celebrating the life of the person who has died
  • Work directly with the family to write the eulogy which will be delivered by me on the day of the service
  • Ensure to honour the family's wishes, by delivering a eulogy which will memorialise their beloved family member with warmth, care, compassion, and accuracy
  • Meet with the family, either via Zoom, their home, or the funeral home
  • Learn about the loved one, come to know all the most important facets and moments of the departed which will paint a beautiful, memorable, touching eulogy, which sometimes may even include some laughter and sometimes tears
  • Prepare the eulogy
  • Include special music or poetry if requested
  • Support family members or friends who want to recite a special passage or poem
  • Conduct services at various locations
  • Be by the family's side every step of the way; from the first meeting to the final goodbye and exit.

Senior Sales Operations Analyst EMEA & APJ

Couchbase Inc.
01.2019 - 01.2021
  • Responsible for enabling the Enterprise Sales organization to achieve strategic initiatives and drive productivity
  • Worked directly with Enterprise Sales team to strategise a clean creation of new, upsell and renewed accounts within Sales Force
  • Revised & updated RFP database
  • Managed and completed project Zoom-based & recorded 'Sales refresher course'
  • Developed and implemented first recorded 'Point & Click' Sales Force how-to library
  • Worked closely with Legal team to ensure contracts were error-free
  • Worked directly with Operations team to assist in building, testing and ongoing improvements to the Sales Force tool.

Process & Capabilities Manager

Acquisition
01.2010 - 01.2019
  • Responsible for managing & supporting the quote-to-cash clean order back-office process for enterprise deals
  • Designed & implemented HP's first pre-recorded, self-serve customer training course
  • Pre-recorded trainings enabled customers to prepare for their onsite post-sales Welcome and filter out areas that were answered for them during recorded session
  • Saved the ELA team time with added data accuracy checks and self-service
  • Participated in Voice of the Workforce board
  • Earned Greenbelt (Lean Six Sigma project management) using the Welcome Event as case study.

Senior Analyst

Acquisition
01.2008 - 01.2010
  • Responsible for creating & implementing tools and process to manage HP's newly created ELA team
  • Managed Enterprise orders with a focus on clean order rates
  • Supported customer escalations
  • Created several automated processes to better assist sales in entering orders and securing data-integrity
  • Standardised internal ELA reporting methods globally.

Senior License Compliance Analyst

BMC Software
Pleasanton
01.2002 - 01.2007
  • Responsible for managing all BMC license audits
  • Provided expertise for resolution of compliance issues, as well as revenue recovery & protection
  • Served as a link between sales, support maintenance, management, directors & customers to generate full comparative license reports
  • Proposed strategies and action plans to gain compliance and recoup revenues
  • Ensured major corporations complied with all licensing regulations.

Team Manager, Licensing/Call Centre Department

BMC Software
01.2000 - 01.2002
  • Responsible for spearheading department operations with direct accountability for deployment of new software releases
  • In charge of pinpointing and documenting technical glitches for global licensing support team
  • Maximised team's effectiveness by providing training, supervision, and support
  • Composed licensing reference manual, which was adopted worldwide
  • Served as Subject Matter Expert (SME) for licensing team.

Education

Certificate of Higher Education - Customer Advocacy and End-to-end Process improvement

Lean Six Sigma Greenbelt
London
06.2012 - 10.2013

Skills

  • Obitus
  • Microsoft Office 365 (Word, Excel, Outlook, PowerPoint, SharePoint, PDF Pro)
  • Zoom
  • Action Request System (Remedy)
  • Oracle (basics)
  • Siebel (basics)
  • OneNote
  • Sales Force,
  • DocuSign
  • Apropos call centre phone systems
  • Various switchboard, and call routing services
  • Many different form-based data-entry systems
  • Google apps for business
  • Empathetic customer service
  • Team management
  • Pre-funeral checks
  • Operation improvement strategies
  • Funeral conduction
  • Problem-solving
  • Customer-focused
  • Time management
  • Leadership
  • Google Workspace
  • Team building

Timeline

Freelance Funeral Arranger

Fenix
01.2022 - Current

Hummingbird Tributes-Freelance Independent Funeral Celebrant

01.2021 - Current

Senior Sales Operations Analyst EMEA & APJ

Couchbase Inc.
01.2019 - 01.2021

Certificate of Higher Education - Customer Advocacy and End-to-end Process improvement

Lean Six Sigma Greenbelt
06.2012 - 10.2013

Process & Capabilities Manager

Acquisition
01.2010 - 01.2019

Senior Analyst

Acquisition
01.2008 - 01.2010

Senior License Compliance Analyst

BMC Software
01.2002 - 01.2007

Team Manager, Licensing/Call Centre Department

BMC Software
01.2000 - 01.2002

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Therese Walker