Mar 24, 2022
Our new ASD Spotlight series introduces you to the dedicated Team ASD superstars you have been speaking with over the phone for the years to learn about the real people behind the voices you hear every day. In this post, we profile four of our long-time employees and ask them a few questions about their experiences working for our company.
Dave Tillman
Joined ASD: April 2018
Positions Held: Training Call Specialist, Assistant Supervisor and Client Solutions Specialist
What have you gained or learned since working at ASD?: I feel that working at ASD has really helped me grow in many ways. I am very thankful that I have been blessed to work with and learn from so many intelligent and hardworking people. The most important thing for me, however, is the satisfaction I find in what I do. Sometimes, when you are in the middle of a busy spike and praying for the system to throw you into quick break, it is easy to lose sight of, but we really do make the world a better place.
The people we speak with are making the most difficult calls of their entire life. The death of a loved one is a very painful experience. If I can use my empathy and the skills I have learned to make this experience just a little bit easier, then I feel like I’ve made the world just a tiny bit more positive. The effect may be minute, but it is measurable and that is what matters.
What advice would you give to a new trainee at ASD? The best advice I could give is to not be too hard on yourself. While this probably sounds like some kind of platitude, it is very important in our line of work. In this job, your state of mind deeply impacts your job performance. If you are feeling anxious or nervous, it is going to greatly diminish your “cognitive nimbleness.
If you make a mistake on one call, it’s okay. Especially starting out, nobody is perfect. Try and learn the lesson that the situation can teach you. If you dwell on your mistake, that anxiety is going to diminish your mental capacity, which in turn could lead to another mistake creating a negative feedback loop.
Some steps that you can take to minimize anxiety are to maintain relaxed body posture, smile when appropriate, and understand that you are not going to be perfect right away. Improvement takes time so enjoy the journey instead of lamenting that you haven’t arrived yet.
What’s a fun fact about you others might not know? I think most people already know, but I lived in China for 7 years prior to working at ASD. I used to work as an ESL teacher at a kindergarten. It was a bit of a difficult transition for me to go from hardly speaking much English on a daily basis to working at ASD where I need to speak to people all day long.
Do you have a favorite funeral director you enjoy talking with? What do you like about him/her? I I really enjoy talking with Demetro Havrillak who works at a few northern NJ funeral homes. It’s always a pleasure to take his check out calls around the end of my shift. I recently learned that he recorded with a doo-wop group in the 80s called “The Computones” and listened to their songs on YouTube. He is always very classy, and takes the time to genuinely ask how I am doing.
Debra Tonuci-Olivieri
Joined ASD: March 2018
Positions Held: Call Specialist and Training Specialist
What have you gained or learned since working at ASD?: I have gained a greater level of patience, compassion, empathy and sympathy. I have a truer sense that you may be making a difference in someone’s life. The person on the other end of your call could be experiencing the most devastating day in their life. I value the connection and support of co-workers and supervisors.
What are some of your hobbies, interests and passions outside of ASD? I love spending time with my family and friends. We love the great outdoors. I’m writing a book of letters to our boys. I culminate a letter each year filled with our lives. I will give them the letters when they are adults. I enjoy both the beach and the mountains. I like hiking and walking. I love cooking. I like to say I enjoy cooking foods from around the world.
What advice would you give to a new trainee at ASD? Take each call one at a time. Be natural. Try not to be overwhelmed if the volume is high. Do your best and learn to let go. Breathe between calls. In time your confidence will grow. It’s really true if you smile with each call it softens people. I like to walk after each shift to let go. Find something to help you release the stress.
What is your favorite memory from a Team ASD event held in the past? I loved the crafting event at Christmas time. I really enjoyed bringing our boys. I think it really teaches you a sense of community and bringing joy to another.
What is your motto or personal mantra? Be the best you can be and do the best you can. Be kind to everyone, you never know what they are carrying on their shoulders.
Summer Greenwood
Joined ASD: April 2020
Job Titles Held: Training Call Specialist, Assistant Supervisor and Client Solutions Specialist
What have you gained or learned since working at ASD? Since I’ve started with ASD, I feel like I’ve become a better version of myself. I truly believe that helping others and showing kindness is a core component to finding happiness in oneself. I’m grateful to be a part of a company that values respect, caring, and compassion.
What are some of your hobbies, interests and passions outside of ASD? I love food, travel and dancing. I’m always looking for new experiences that I can share with others. I really enjoy learning about art, language and architecture. I’m constantly reading something.
What advice would you give to a new trainee at ASD? It’s OK not to know everything. There is always someone here to help you and there is no shame in asking for help when you need it. We want you to succeed.
What’s a fun fact about you others might not know? I’m older than most people think I am, but I still read comics and play Magic the Gathering because growing up is overrated.
Sean Mehlbaum
Joined ASD: June 2020
Job Titles Held: Training Call Specialist, Assistant Supervisor and Client Solutions Specialist
What have you gained or learned since working at ASD?: A very unique insight into what funeral homes deal with on a daily basis.
What are some of your hobbies, interests and passions outside of ASD? I love video games, collecting strange musical instruments, knitting and I love building things (legos, wooden puzzles, anything you can put together really).
What advice would you give to a new trainee at ASD? Take your time. Never be afraid to ask questions now matter how small. Invest in candles and wax melts, can help with stress. Also Post-It notes…lots of Post-It notes, get multicolored it makes your desk pretty haha.
What’s a fun fact about you others might not know? I’m actually a classically trained opera singer, and a self-taught pianist who used to direct and perform musicals in the tri-state area.
What is your favorite memory working at ASD? I think that I was actually the last class to still train in house and I remember the day when we were getting our first paychecks, ASD actually treated us all to pizza to celebrate. That’s when I knew this company really cares and takes care of its employees.
What is your motto or personal mantra? I’ve always liked “Be the change you want to see in the world”. ASD specific: “New call, new you.” (Yes that’s one of my Post-Its lol)
Be sure to check back next month for more Team ASD Staff Spotlights to help you get to know the dedicated individuals answering calls for your funeral home.
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ASD Staff Spotlights – February 2022
ASD Staff Spotlights – January 2022
ASD Staff Spotlights – December 2021
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
