Aug 15, 2013
ASD is pleased to announce the recent promotion of our Supervisor, Kristine Soderland, to our Technical Support team. Kristy began working at ASD as a Call Specialist in 2005 and our Managers quickly noticed her eagerness to learn and to teach others. Kristy was promoted to a Training Specialist position within a year. Shortly afterwards, she was promoted to work as a Supervisor after demonstrating her compassionate phone demeanor, attention to detail, excellent listening skills and strong teaching abilities.
As a Supervisor, Kristy was responsible for assisting clients with account updates, overseeing training and providing support to the Call Specialist team. She has also assisted with countless projects that include beta testing the ASD Mobile app during early development. At every level, employees like Kristy allow ASD to act as a true business partner to the funeral community. For example, one of Kristy’s responsibilities as ASD’s new Technical Support Assistant will be to trouble shoot specific technical issues reported by clients and work with them closely to find a quick resolution. Her experience and dedication to the company will be an incredible asset to our Technology team. We are proud to feature Kristy as this month’s Employee Spotlight.
Click here to see last month’s spotlight.
What do you like about working for ASD?
One of the things I like best about my job is helping people. In my position, I am always assisting someone whether it be a caller needing to speak to a director, a call specialist with a question about an account or a client who needs an account update or assistance with our website.
What are some things you have learned working at ASD?
I have learned quite a few things from being at ASD. For one, I have become well versed in many aspects of the funeral profession. I have also learned that you should always be willing to give someone the benefit of the doubt. You never know what they are going through. One of the things we teach the Call Specialists from the beginning is that conveying empathy and compassion is of the highest importance. We are dealing with people at a time when they are most vulnerable and going through the worst time of their lives. Over the years this perspective has transferred over into my own life causing me to stop and think before judging someone else.
What was one of your most difficult calls & how did you help this caller?
The most difficult call I have ever taken was just after I first started at ASD. I was speaking to a woman who was reporting her child’s death. She seemed almost calm while speaking to me. I started asking the questions we routinely ask when someone reports a death. When I asked her son’s age and she said one, I was stunned. I have a daughter who was around the same age at that time. I remember thinking how matter of fact she was when answering questions and that I couldn’t imagine how she made that call. I realize now that she was in shock. I kept calm and finished the call. I was shook up after I got off the line, but felt like I had helped her, by gathering all the information in a quick efficient manner I had at least made one step of her very difficult process easier.
What are some of your primary responsibilities and how have your responsibilities expanded since you started working for ASD?
I have had many different tasks over the years. As a Call Specialist, I was utilized as a call specialist trainer. As a Call Specialist, I trained other operators how to speak to funeral home callers. As a Supervisor, my tasks have included monitoring operations, following up with client requests and concerns, performing Quality Assurance reviews and training new Supervisors.
What will be some of your responsibilities as ASD’s Technical Support Assistant?
As the new Technical Support Assistant, my duties will include providing client technical support, assisting other departments in specialized tasks, identifying and troubleshooting new technologies for our clients and working as a liaison between ASD’s departments and the Technical Team.
What are some of your personal hobbies and interests?
In my personal time, I enjoy spending time with my family. When I get time to myself I like to read or work on home improvement projects.
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