Jul 08, 2013
When funeral directors hear ASD Supervisor, Donna Twitty, on the line, it’s often cause for celebration. Many have been speaking to Donna on the phone for more than 15 years and recognize her friendly voice immediately. Donna also has a knack for knowing what funeral director she is talking to just from hearing their voice. Since joining the ASD team in 1997, Donna has worked as a Call Specialist, Training Specialist and Supervisor. Before she was promoted to her current Supervisor position, Donna trained countless ASD employees how to assist funeral home callers.
Donna, along with ASD Employee Ms. Helene, holds ASD’s record for best attendance with eight consecutive years of perfect attendance. Donna has proven her dedication to the company with her strong work ethic and willingness to help with any project. Currently, Donna manages ASD’s Sensitive Save of the Week program and is responsible for choosing a call each week that best exhibit the sensitivity and attention to detail that set ASD apart from other answering services. We are proud to feature Donna as this month’s Employee Spotlight.
Click here to see last month’s spotlight.
Can you share some of your early experiences working at ASD?
When I first started with ASD back in 1997, I was employed at Prudential Insurance. I remember how small the company was back then and our old building was a ten minute walk from my house. I also found that I enjoyed the work more. So, I left Prudential and eventually became a full-time employee at ASD.
How has ASD changed since you started working here?
Aside from the move to our new spacious building in Media, I would say the evolution of the systems we use. ASD has done things with technology that are simply amazing. It has been quite an experience watching it grow in the time I’ve worked here.
What are some things you learned from working at ASD?
I’ve learned about all of the numerous responsibilities funeral directors have. As someone who has arranged a funeral for a loved one, I know now that there is so much more involved with the process than what I experienced personally. Secondly, I have learned how important patience is when speaking to funeral home callers.
What are some things you consider when choosing the Outstanding Service Award Winner each week?
I listen for the Call Specialist’s tone and attitude to ensure they are conveying compassion and empathy. I also listen to how attentive the Call Specialist is and their ability to understand the caller’s needs. Some callers are very rude or mean and I pay close attention to how the Call Specialist reacts to these difficult callers.
What are some of your personal hobbies and interests?
I love collecting Barbie and have my eye on a particular doll right now. I also like to read, listen to music and dance.
What are some of your responsibilities as an ASD Supervisor?
My primary responsibilities include assisting the staff and clients, monitoring Operations, and trouble shooting technical issues. I am also responsible for ongoing training along with two of my fellow supervisors.
Each month, ASD will feature a different employee on our blog. Be sure to check back to see who August’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