Sarah Schoers

Company Overview:
Start-up focused on making end-of-life planning simple, affordable, and accessible for all Australians.

National Manager – Funeral Team

• Led national funeral operations, overseeing daily workflows and ensuring service efficiency and compliance across all states.
• Built and managed high-performing teams to meet service demand, including recruitment, onboarding, and continuous training on products and procedures.
• Delegated tasks, set team priorities, and managed 24/7 rosters, ensuring accurate timesheet reporting and full phone coverage.
• Negotiated vendor and service provider contracts, securing favorable terms and building strong supplier relationships.
• Identified process improvement opportunities, optimising operations and reducing costs through strategic planning.
• Managed operational budgets, tracked KPIs, and delivered performance reports to senior leadership.
• Drove business growth by expanding services from direct cremation to full funeral and memorial offerings, particularly in Queensland.
• Converted leads into clients through effective team training, product knowledge, and multi-channel growth initiatives.
• Coordinated cross-departmental projects and oversaw marketing efforts to enhance brand awareness and increase sales.
• Handled escalated customer issues with professionalism, ensuring high satisfaction and a positive brand reputation.
• Ensured full compliance with industry regulations, legal requirements, and internal policies.
• Developed and implemented new systems for tracking cremated remains, ensuring accuracy, transparency, and compliance.
• Maintained daily tracking and analysis of lead generation, conversion rates, and follow-up activity to support business growth.
• Created and updated procedural manuals for existing CRM systems, including the development of new requirements and enhancements to improve functionality and efficiency.

Company Overview:
Contributed to the growth of a start-up revolutionising the funeral industry through the implementation of innovative, digital-first methods for delivering end-of-life services.

Key Responsibilities & Achievements:

• Delivered compassionate and comprehensive end-of-life services to families, specialising in direct cremation, memorials, and full-service funerals via remote, digital platforms.
• Converted incoming inquiries into sales through clear communication and expert product knowledge.
• Managed the full client journey from initial inquiry through to aftercare, ensuring continuity of service and high standards of empathy, professionalism, and efficiency.
• Acted as a primary point of contact for grieving families, maintaining composure and control in emotionally sensitive situations while demonstrating empathy and care.
• Coordinated timely transfers of deceased persons, liaising with families, care facilities, and vendor partners including nursing homes, hospitals and transport providers.
• Maintained up-to-date knowledge of vendors and crematoriums across Australia to ensure efficient service delivery.
• Issued accurate, state-specific legal documentation to families, ensuring compliance with all relevant regulations.
• Liaised with medical practitioners to obtain Medical Cause of Death certificates, reviewed documentation for accuracy, and requested amendments as necessary.
• Developed and updated procedural manuals for each state, ensuring operational consistency and compliance with evolving regulations.
• Played a key role in expanding operations in Queensland, transitioning from direct cremation services to full-service funeral offerings.
• Successfully scaled operations from serving 40 families nationwide monthly to 80–100 families monthly in Queensland myself during my tenure.
• Recognised as the leading expert for Queensland services, serving as a go-to resource for internal staff queries and process guidance.
• Trained and onboarded new arrangers nationwide, fostering a high-performance team environment.
• Collaborated in the development of standardised procedures and ensured the accuracy and regular updating of operational manuals across all relevant states
• Maintained and regularly updated the CRM system to ensure accurate client records and service tracking.
• Performed a wide range of administrative duties to support daily operations and service delivery.
• Designed and produced custom funeral and memorial booklets, slideshows, and multimedia presentations tailored for individual services.
• Sourced reliable vendors and service providers for funeral and memorial arrangements.
• Planned, coordinated, and executed funeral and memorial events at various venues, including memorial parks, churches, and private locations.
• Liaised with vendors to ensure seamless coordination and delivery of services, creating a smooth and respectful experience for families.
• Supported the growing business by attending and conducting viewings, funeral services, and memorials as needed.
• Operated and managed audiovisual systems on-site during services to ensure high-quality presentations and tributes.
• Trained and supported new funeral conductors as part of the company's expansion.
• Built and maintained strong working relationships with vendors to support business growth and consistent service delivery.
• Promoted and upsold related products including urns, keepsakes, and service upgrades, to enhance the client experience.
• Coordinated weekly deliveries of cremated remains by scheduling family appointments and managing staff logistics.
• Oversaw accurate collection, packaging, and dispatch of remains for postage or hand delivery.
• Planned efficient delivery routes and ensured timely, respectful service execution.

Company Overview:

Managed my own casual business of providing emotional, physical and educational support to mothers, partners and their families during pregnancy, labour, birth and in the postnatal period.

• Provide comfort and relaxation measures for clients in labour and during birth.
• Incorporate research findings into practice as appropriate.
• Manage newborn care during the first weeks of life.
• Provide information about the physical and emotional processes involved in the pregnancy, labour, birth, and postpartum periods.
• Advertising and Marketing. Create and Implement marketing plan I.E. Social media.
• Determine price schedules and create contract materials.
• Use of online accounting systems for all financial documents.
• Create procedures and business guidelines to incorporate into the business.

Company Overview:

In partnership with a superannuation fund, providing customer client contact in conjunction with insurance group claims administrative duties

• Develop and maintain strong relationships with customers and claims assessors by utilising strong customer service skills.
• Maintaining customers claim files with the digital filing and combining of documents.
• Meeting the funds SLA (Service Level Agreement) of daily task allocation.
• Finalising letters to members for accuracy and correct documentation.
• Ensuring accuracy of mandatory documents for claim lodgement.
• Inbox filing and responding to emails to fund, solicitors, third parties, members, assessors an ensuring accuracy of information provided.
• Maintaining accurate call data and notes in both the fund and company computer data systems.
• Aiding assessors in the follow up on their requirements of claims. Ensuring the correct documentation is requested and received within SLA.
• Maintain the privacy of members personal and health details and ensure correct procedures are always followed in relaying confidential information.

Company Overview:

Services Australia Delivery Partner - Family Assistance

• Providing exceptional communication and comprehension skills under pressure in a fast-paced role in a government inbound call centre.
• Receive inbound calls in relation to personal customer enquiries from all socio-economic backgrounds regarding their highly sensitive and private information.
• Preform administrative duties including updating customer records.
• Assisting customers with accessing apps/online accounts.
• Resolve customer enquiries and provide conflict resolutions.
• Payment enquires in conjunction with cancellation/suspending/restoring payments.
• Debt explanation and liaising with customers on debt repayment plans.
• Assisting customers with new claims and processing claims.
• Proactively monitor compliance and processes to ensure all calls and tasks are managed correctly and KPI requirements are met.
• Diaster Recovery Specialist. Assessing, processing and granting disaster claims.
• Services Australia Delivery Partner

Company Overview:

Established business in Perth, WA specialising in sealing leaking showers. Expanded the business in 2001 to Brisbane, QLD.

• Receive all incoming phone, email and web enquiries.
• Confer with potential customers regarding their need and advise customers on types of service available.
• Convert enquiries into sales of service.
• Liaise with property owners, property managers, tenants, and trades.
• Monitor customer preferences to determine focus of sales efforts.
• Resolve customer complaints regarding sales and service.
• POS machine handling and end of day accounts balancing.
• Use of online accounting systems for all financial documents.
• Microsoft Excel and Access database entry.
• Order office and contractor supplies.
• Manage office staff.
• Create office and contractor procedures.
• Implement and manage procedures.
• Plan, direct, supervise and coordinate activities daily for contractors.
• Identify staff vacancies and recruit, interview and select applicants.
• Provide current and prospective contractors with information about policies, job duties, working conditions, wages, and contractor benefits.
• Plan and prepare advertising and promotional material to increase sales of services.
• Working with advertising and marketing companies.
• Prepare and negotiate advertising contracts.
• Implement design for website and digital media.
• Established business in Perth, WA specialising in sealing leaking showers. Expanded the business in 2001 to Brisbane, QLD.