Oct 21, 2014
For more than seven years, ASD Senior Call Specialist, Darlene, has been a familiar voice to funeral professionals who trust ASD to handle their calls. Darlene’s compassionate and professional telephone demeanor is matched only by her hard work ethic and commitment to the company. As one of ASD’s most experienced bilingual employees, Darlene provides support to Spanish-speaking callers and assists funeral homes with accurate and concise translations. When she is not doing outstanding work here at ASD, Darlene is busy studying and working to continue her education. We are proud to feature Darlene as this month’s Employee Spotlight.
Click here to read last month’s Employee Spotlight Feature
What are some of the things you have learned from working at ASD?
One of the things I have learned by working at ASD is the importance of listening to others because I am there to help. I cannot effectively do that without giving my undivided attention. People deal with a crisis in different ways and they could be going through many emotions when calling a funeral home. By intently listening to them, I can effectively convey my understanding of their problem. At the same time, I have the ability to help them understand they are not alone, that the funeral home will be with them every step of the way, doing all they can to assist them during their difficult time.
How has ASD changed since you first started working here?
ASD has continually changed during my time here. I have seen the company utilize available technology and in-house talent to improve work conditions for employees, while at the same time giving us tools that help us improve servicing clients and callers alike. For example, the use of e-mail and text messages provides clients with nearly instantaneous information about a call just taken. This not only allows clients to immediately contact families needing their attention, but also promptly makes us available to handle the next call.
Are there any specific challenges involved with being a bilingual Call Specialist?
While taking calls from those speaking Spanish can be similar to English calls, the biggest challenge for me has been getting a Spanish caller to understand that although a funeral director may not be in the office physically, that they can still help them. This is especially true when the caller has gone to the funeral home only to find the Director is not there.
What are some of your goals while employed at ASD?
Some of my goals while at ASD include improving my professionalism, not only toward callers, but also with my co-workers. I have seen ASD improve many aspects of the business in relation to customers and employees alike that have helped the company expand. It is my hope I will be with ASD for a long time, and to grow along with the company.
What are some of your personal hobbies and interests?
I like to garden and travel in my spare time. My yard is filled with roses of differing varieties and colors which I enjoy tending to, but I also like spending time with my husband as we plant and grow herbs and vegetables. It gives me great pride to serve dinner and be able to say we grew that in our garden. However, the best thing is getting away every weekend with my almost 3-year-old grandson. We travel to so many places together, and thoroughly enjoy ourselves. Grandparent-hood is awesome!
Each month, ASD will feature a different employee on our blog. Be sure to check back to see who September’s Employee Spotlight will feature.
About The Author
Jess Farren (Fowler)
Jess Farren (Fowler) is a Public Relations Specialist and Staff Writer who has been a part of the ASD team since 2003. Jess manages ASD’s company blog and has been published in several funeral trade magazines. She has written articles on a variety of subjects including communication, business planning, technology, marketing and funeral trends. You can contact Jess directly at Jess@myASD.com
