Feb 05, 2013
ASD’s Monthly Employee Spotlight
When business owners and experts discuss the importance of a versatile and adaptable staff, they are talking about employees like Maria. In the three years Maria has worked for ASD she has proven herself as an asset to the company with her compassionate phone demeanor and the strong level of support she offers to Spanish-speaking callers. Many funeral homes in the Southwest have commented on Maria’s professionalism and accuracy. In addition to her contributions as a member of ASD’s bilingual staff, she has also trained many of ASD’s employees. We are proud to feature Maria as this month’s Employee Spotlight.
(Click here to see last month’s spotlight)
What are some things you learned from working at ASD?
The voice callers hear when calling a funeral home and speaking to ASD is also the first impression they have of the funeral home. It’s important to create a good first impression for them with compassion and professionalism.
What are some of your personal hobbies and interests?
Spending time with my children, reading, sewing, making crafts, cooking and traveling with my family.
What was one of your most difficult calls & how did you help this caller?
The most difficult calls are calls taken from other parents. A mom called to report her child’s passing and said how she didn’t expect to ever have to make that call and how a parent should never have to bury a child. It was a touching and sad call that reminded me how times are changing. It was important for me to be compassionate and make sure she knew how sorry I was.
What do you like most about your job at ASD?
The variety of calls and always getting different callers with different requests. I also like when a caller or funeral director thanks you for being patient or compassionate. It means a lot when they appreciate your dedication.
Are there any specific challenges involved with being a bilingual Call Specialist?
Only on occasion—sometimes names are more difficult to pronounce or spell. Other than that there are no big challenges.
Each month, ASD will be spotlighting a different employee on our blog. Be sure to check back to see who March’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