Customer Service Manager
Resume:
Tina Marie Burke
*** ******** **** ***** ******, NV 89436
*****.*****@*****.***
QUALIFICATIONS:
Extensive history (30+ years) of successful office administration/management and customer service.
I have excelled in the ability to adapt and succeed in any position with minimal direction - achieving positive outcomes. This is demonstrated with all State and Federal positions.
Well versed in facilitating an Executive’s active schedule.
Able to arrange and manage meetings, travel, and other calendared events effectively
A strong understanding of confidentiality and discretion
Organized and focused with time management skills
Well versed (15 years) in human resource practices including recruitment, retention (92%), on-boarding, evaluations,discipline, benefit administration, time keeping and, coaching/education Also, FMLA/Worker’s Comp.
Adept with a wide variety of software applications(Microsoft Office, Publisher, with a strong ability to learn new programs)
Provide information for departmental budget preparation, formulation and management.
Proficient in developing and writing internal control and policies and procedures
Successful execution of public relations programs that maintain a favorable image and develop increased confidence in staff and agendas. Proven in both Governor’s office and Habitat for Humanity
Assure the effective functioning of a facility by using best practices to manage resources, services and processes. Additionally, manage and write service contracts, oversee contractors/vendors and stay updated with local laws and building codes
EMPLOYMENT HISTORY:
3/2016-Current Habitat for Humanity (H4H)
Manager (Store/Warehouse) and Marketing/Outreach
Responsible for overall success of retail Re-Store (able to exceed sales goals by minimum of 10% monthly during employment)
Scheduling of donation pick-ups
Managing and processing of donation drop-offs
Communicate with customers and schedule pick-ups between their availability and our routes and timelines (increased pick-ups by 20% by assessing and adjusting routes and policies)
Establish and monitor pricing and sales
Merchandise staging and store set-up
Schedule, manage and train volunteers
Employee management, recruitment, training
Scheduling and payroll
Staff evaluations, commendations and discipline
Budget development and monitoring
Work with vendors and Construction Manager to combine both aspects of Habitat and safe money and increase productivity
Create marketing material by analyzing and summarizing information for succinct dissemination.
Plan, organize and execute fundraising ideas and programs
Research trends of other Restores across Nation
Update social media to keep public aware or activities,
Prepare and present budgets for upcoming events and fundraisers to Board of Directors
1/2015-3/2016
Semi retired.
1/2011-12/2014 State Of Nevada Department of Motor Vehicles
Program Officer III/Operations Coordinator (aka Assistant Manager)
Resigned
Office Administration (correspondence/ reporting / purchasing / inventory/ auditing / document review & retention/internal & external correspondence
Human Resources (recruitment/payroll/scheduling/leave management/FMLA/Workers Comp/ policy & procedures/ State & Federal employment laws) Increased retention up to 92% from 86%
Facilities management and improvement. Contractor and vendor relations, job bidding and contract oversight and quality control.
Budget Administration (A/P-A/R/projections/ preparation/justification & reconciliation) Able to save money on supplies by changing suppliers. Also saved money on State owned vehicles by sharing usage and costs with another agency
Public Relations (customer service/internal & external relationship management & educational outreach)
Acted on behalf of Department Manager in her absence
01/2007-12/2010 Office of Nevada Governor Jim Gibbons
Operations Deputy/Constituent Services Director
Employer not re-elected Transferred to different agency
Provided oversight 7 agency Directors
Experienced in maintaining high level executive schedule and travel arrangements in addition to maintaining utmost discretion in taking highly classified minutes
Human Resources (recruitment/payroll/scheduling/leave management/FMLA/Workers Comp/ policy & procedures/ State & Federal employment laws
Boards and Commissions advisory & selection.
Managed & maintained Constituent Services Unit of Governor’s Office
Grants management, overview, reporting & fiscal oversight for Governor’s Office of Energy
Certified Contract Manager (wrote RFP’s/contracts/inter-local agreements & modifications for $37 million in ARRA funds for the State Energy Program
Prepared & delivered legislative & committee testimony
Office Administration (reporting/purchasing/inventory/auditing/document review & retention/internal & external correspondence)
Budget Administration (A/P-A/R/projections/ preparation/justification & reconciliation for Governor’s office & Mansion)
P-Card administration management
Prepared & delivered legislative & committee testimony
Facilities management and improvement. Contractor and vendor relations, job bidding and contract oversight and quality control.
Public Relations (interviewing/customer service/internal & external relationship management/educational outreach/conducted public forums & represented Governor at functions in his absence)
11/2000-12/2006 U.S. House of Representatives Congressman Jim Gibbons
Field Director of Constituent Services and Office Manager District Office
Employer elected Governor Asked to join at State level
Managed & maintained Constituent Services unit of Northern District Office
Worked directly on issues- both federal and state as they related to individual programs. Mainly SS/Medicare, veterans, education and IRS.
Experienced in maintaining high level executive schedule and travel arrangements in addition to maintaining utmost discretion in taking highly classified minutes
Human Resources (recruitment/payroll/scheduling/leave management/FMLA/Workers Comp/ policy & procedures/ State & Federal employment laws)
Office Administration (reporting/purchasing/contract management/facilities management/ inventory/ auditing/document review & retention/internal & external correspondence)
Budget Administration (A/P-A/R/projections/ preparation/justification & reconciliation)
Public Relations (interviewing/customer service/internal & external relationship management/speech writing/ educational outreach/conducted public forums & represented Congressman at functions in his absence)
01/1986 – 11/2000 PriMerit Bank (Nevada Savings)
Mortgage Lending Program Processing Supervisor
Bank bought out Laid off
Successful oversight of mortgage lending program processing staff.
Prepared processing staff schedules & work flow.
Conducted lending file audits. Implemented & enforced policy & procedure guidelines.
Compiled & maintained program productivity statistics/reports.
HR - Conducted interviews and assisted in hiring recommendations. Composed work standards & job descriptions. Prepared & administered employee evaluations for annual reviews.
Education & Outreach - Educated staff as regulations changed. Worked with Board of Realtors in orchestrating seminars for real estate agents. Facilitated first time homebuyer classes.
Reviewed & analyzed loan program application documentation for 2 high producing loan officers (avg. $1.5 million a month) Conducted client program prequalification for loan officers as needed.
EDUCATION:
TMCC 1983-1985 AA/Business
Edward C Reed High School 1979-1983 Diploma of Graduation
Employment References
Habitat of Humanity
Christine Price, Executive Director 775-***-**** ex 202
State of Nevada/DMV
Rae Jean Boyer-HR 775-***-****
State of Nevada/Office of Governor Jim Gibbons
Josh Hicks (Former Chief of Staff)
775-***-**** (Current- Partner McDonald, Carano, Wilson)
Office of Congressman Jim Gibbons
Robert Uithoven (Former District Director/Chief of Staff)
775-***-**** (Current- Owner J3 Strategies)
Peer References
Brent Boynton Media Trainer/Consultant 775-***-****
Tray Abney Director of Government Relations/Reno-Sparks Chamber of Commerce 775-***-****
Jodi Stephens Senior Policy Advisor Brownstein, Hyatt, Farber and Schreck 775-***-****
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