Tina M. Burke

518-***-**** **

Phillips Road

abhf1j@r.postjobfree.com Rensselaer, NY

12144

Remarkably dedicated, hardworking, and reliable, has extensive experience

in providing administrative assistance and customer service, particularly

in the hospitality industry. Demonstrated consistent exemplary performance

that met customer demands beyond expectations. Displayed outstanding

communication and time management skills with in-depth knowledge on

worker's compensation; proven ability to anticipate and address customer

needs, balance competing priorities, resolve issues/concerns, develop win-

win solutions, and meet demanding time goals in a highly dynamic

environment. Displayed exceptional interpersonal skills coupled with an

ability to engage and connect with people of diverse backgrounds in a

professional and sociable manner. Team player, fast learner, and versatile

practices excellent work ethic; shows aptitude for leadership, performing

brilliantly and leading teams to achieve organizational goals and

objectives. Exhibited willingness to accept responsibility as well as

interest to be trained with new capabilities necessary for the job; shown

strong enthusiasm for work and eagerness to take on new challenges. Highly

motivated to thrive in any field of endeavor and contribute to the success

of the organization through exemplary work performance and positive work

attitude.

( Customer Service & Relationship Building ( Administrative &

Clerical Support

( Hotel Operations & Management ( Leadership & Organizational

Skills

( Conflict Resolution & Coordination Skills ( Training & Development

Professional Experience

Trump International Hotel & Tower, Various Roles and Responsibilities, New

York, NY May 2007 - May 2011

Business Center Concierge / Tower Coordinator / Receptionist (Sept 2010 -

May 2011)

< Provides superior customer service to tower residents and guests,

ensuring to address their needs and requests in an efficient and timely

manner.

< Assists and supports Tower Manager with regard to handling payroll,

appointments and events scheduling for function/business rooms, and

dealing with contractors, vendors and tower residents.

< Organizes and coordinates receipt of insurance certificates with all

engineers and contractors; assumed managerial duties as needed,

delegating tasks to employees to increase productivity.

< Responds to inquiries and resolved issues and complaints, escalating

major concerns to key personnel for immediate action.

< Participates actively in managing and coordinating housekeeping tasks,

including facilitating phone and cable installations for new residents.

< Ensures and maintains a well-organized, safe, and enjoyable environment

conductive to a quality living experience for residents and guests.

Attach Guest Services Coordinator (May 2007 - Sept 2010)

< Performed general administrative tasks such as preparing correspondence,

answering phone calls, scheduling meetings, and maintaining files /

guests' records.

< Supported the Attach Manager in managing various projects; made

decisions as needed when Manager is not around.

< Developed VIP reports, effectively addressing needs and special requests

of guests while taking into consideration their preferences; managed

guest amenities, taking external guest orders.

< Trained and mentored new Attach personnel, enhancing their capabilities

and knowledge to ensure consistent excellent service is provided to

guests.

< Organized and managed mails for the Attach department, taking and

relaying messages as well as handling packages delivered for the guests

in a timely fashion.

< Coordinated with outside vendors in handling requests of guests such as

flower deliveries, gift baskets, and the like; assisted guests in

contacting vendors as well as providing them with cost comparison.

< Attended and participated in operational meetings, imparting valuable

inputs and relaying feedbacks on areas for improvement.

< Served as liaison between different departments such as Front Desk,

Housekeeping, Sales, Room Service, Engineering and Executive Office.

< Ensured to enforce and maintain standards of a "Five Star" hotel;

established and cultivated positive and long-term relationships with

stakeholders.

Crowne Plaza Hotel, Front Desk/Guest Services Representative, Albany, NY

Mar 2006 - May 2007

< Checked guests in and out in an efficient and courteous manner, making

sure that all requests and expectations are attained satisfactorily,

handling all guests' reservations accurately.

< Responded to all guest requests and dealt with complaints, notifying

management immediately of any guest, employee, or cash concerns.

< Processed cash, check and credit card payments, ensuring accurate

payments as well as cash is secured and accounted.

< Conducted trainings for employees on hotel procedures to maintain high

level of hotel standards and service knowledge.

< Provided exemplary service to guests consistently, leading to an increase

in hotel guests' satisfaction and convenience.

Residence Inn by Marriott, Front Desk/Guest Services Representative,

Latham, NY Oct 2001 - Mar 2004

< Provided attentive, friendly, and courteous services to diverse guests,

ensuring to anticipate and satisfy needs and requests of guests.

< Took charge in handling monetary transactions, making reservations,

resolving issues and conflicts, and making decisions in-lieu of manager.

< Organized and facilitated training activities for new front desk / guest

services representatives to enhance job performance; ensured to comply

with hotel policies and procedures, creating a positive hotel image in

every engagement with guests.

First Cardinal Corporation, Worker's Compensation Adjuster, Latham, NY

Apr 2001 - Mar 2004

< Oversaw and managed over 200 claims covering lost time, medical concerns,

controversial cases, and others, effectively examining and evaluating

claims and files of injured employees.

< Authorized treatments, including surgery, physical therapy and special

procedures; ensured that timely care and assistance is provided to each

employee.

< Approved payment of various bills and independent medical exams;

reconciled old claims; fostered rapport and maintained contact with

employers, provides, and attorneys involved in each claim.

Other Work Experience

Samaritan Hospital, Transcriptionist, Troy, NY

2002 - 2004

Group Health Inc., Claims Approver, Albany, NY

1999 - 2001

Wright Employee Services, Claims Examiner / Customer Service Trainer,

Albany, NY 1996 - 1998

Veterans Administration Hospital, Medical Secretary / Transcriptionist,

Albany, NY 1993 - 1996

Education & Technical Skills

Hudson Valley Community College, Sept 2004 - May 2007, Associate's Degree

in Business

Microsoft Office Suite ( Opera ( Fidelio ( Visual One ( Various Hospitality

Programs

Workers Compensation and Advanced Compensation Training, RI, May 2003

Notable Highlights

< Awarded Employee of the Month in Nov 2009; nominated Employee of the

Month in June and Sept 2009; received multiple commendations from guests

for providing exemplary customer service.

References Gladly Provided Upon Request

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