Corinne Burstein Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Georgia, United States

Greater Atlanta Area

• Manage team of Guest Service Ninjas & continue their growth through yearly performance reviews and one-on-one meetings• Continue to act as On Board Reservations Manager as well as train additional Ninjas in this and the Onboard Guest Service Coordinator role• Review applications and facilitate interviews as active hiring manager for this team • Implemented the use of Basecamp for administrative task lists and training purposes and utilize this resource to monitor the team's progress and delegate tasks• Serve over 40,000 guests booked on 19+ festivals on cruise ships/resorts• Review & approve weekly time sheets, PTO (via Bamboo HR) and construct both home and away team scheduling to maximize team coverage• Selected as one of two new members of the 2020 Sixthman Concierge Class (Leadership Building) after an application and interview process • Create & facilitate new team member training schedule and content• Anticipate guest needs and prioritize their experience• Adapt quickly to adverse and escalated situations on company front lines including constantly evolving COVID-19 testing, vaccination and safety protocols• Advocate for the team I lead across interdepartmental meetings & participate in senior management decision making processes• Was a part of the company's first land resort festival team and first season in Europe, managing room inventory and escalated guest concerns for both• Acted as Guest Service lead and representative for our first Sixthman Services partnership with 311 in Las Vegas for 311 Day's VIP Experience• Collaborate with all teams to enable a vast knowledge of company operations and enhance communication and rapport

Greater Atlanta Area

- Acted as day to day supervisor for guest service Ninja team, providing solutions and assistance to my team when needed- Addressed escalated guest concerns both on frontlines and in person on board our ships- Trained and acted as Reservations Manager on board multiple events, responsible for all cabin inventory and guest escalations- Monitored call queues and volumes of live chat/e-mail conversations - Organized scheduling of "offline" time and implemented a designated break schedule - Approved and coordinated e-mail send times with external teams to avoid over-saturating our frontline volume to take away from the overall guest experience- Utilized Talkdesk, Groove, Slaask and additional service-oriented programs

Greater Atlanta Area

- Represented the company on front lines (phone, e-mail & live chat) or on board the event and look for opportunities to bring our brand of SPECIAL to guests- Delivered world class guest service, striving to anticipate needs & exceed expectations- Understood the company's policies and be prepared to speak with guests and make the decision whether to "Hold the Line" - listening to their concerns but explaining to them why their request cannot be accommodated or whether to "Make it Right" and approve an exception, change accommodation, etc. if appropriate- Provided administrative services for assigned events- Addressed guest needs and followed-up in a timely manner when necessary- Developed extensive knowledge of events, company & guests- Identified opportunities for new processes- Managed administrative tasks including but not limited to: following up on past due reservations, missing guest information, special needs requests, wait lists and upgrade requests- Acted as Guest Service Coordinator on multiple sailings, owning all aspects of our guest service desk on board

Orlando, Florida Area

• Offer face-to-face personalized recommendations and assistance in booking events, activities, tours and attractions.•Provided on the job training for new Concierge in adherence to the company and venue standards• Utilize proven sales skills and high-touch guest service in conjunction with local area and attraction knowledge to assess guests needs and ensure a memorable vacation experience. • Focus on providing exceptional service to guests, lodging partners, and supply partners to help travelers get the most out of their destination and develop guest loyalty to partner lodging and businesses.• Meet or exceed established sales targets in a commissioned environment. • Provide expert in-house concierge services to guests across multiple properties throughout the Orlando attractions area. • Uphold the Expedia Local Expert promise to “delight every guest by sharing my passion and local knowledge to arrange memorable experiences”.

Orlando, Florida Area

• Provide outstanding Guest service by assisting Guests with their needs, including but not limited to, selling/upgrading tickets through Automated Ticketing System and recommending and booking dining experiences• Resolve negative Guest situations efficiently and appropriately through internal and external partnering as well as conflict resolution and problem solving• Create magical moments throughout the park and assist in facilitating parade audience control as a Celebrate Greeter• Provide information to Guests regarding disability accessibility and assistance, park transportation, park knowledge, history and heritage• Assist in matters concerning lost and found and guest recovery • Demonstrate cash handling skills on a daily basis through ticketing sale transactions.• Assist in the rollout of new technologies including but not limited to FastPass+ and My Magic+ testing and RFID ticketing enhancements• Was among the first Cast Members to be a part of the GRAPE (Guest Relations at Park Entry) rotation• Active in a Seasonal role from October 2011 - August 2012 and May 2013 - July 2014.• Active in the area in a Full Time TA capacity from September 2012 through May 2013.

• Partnered with the College Recruiting Team to increase awareness of the Disney College Program through strategic marketing• Assembled a comprehensive marketing plan and implemented its tactics• Motivated students to attend either an online or live Disney College Program presentation• Acted as a mentor to Disney College Program participants from Georgia College & State University• Maintained an on-campus Disney College Program alumni association

Greater Atlanta Area

• Demonstrated strong verbal and written communication skills through customer and merchant support via telephone and online help desk support for over 100 markets across the United States and over 1,000 daily deals at any given time• Acted as the first in this role within the company, molding the position and reporting directly to the VP of Social Commerce.• Handled escalated customer recovery situations and heavy call and request volumes of up to 300 online requests per day• Maintained the online help desk forums by updating tutorials and videos on how to best utilize the site; assisted with work on the creative aspect to serve a database of over 700,000 users and subscribers• Responsible for implementation of training methods and the training & coaching of additional customer/merchant support specialists• Multitasked and balanced priorities with extreme attention to detail• Assisted in the Quality Assurance of all purchases from SweetJack.com, and assisted Account Managers in ensuring all orders were fulfilled correctly• Assisted voluntarily with promotions, including but not limited to partnering with top Atlanta radio stations to provide coverage and represent the company at remote events• Developed cordial, professional relationships with all levels of personnel• Maintained a part-time remote role September 2012-October 2012

Greater Atlanta Area

• Hired through Spherion (now Ranstaad) on-site at The World of Coca-Cola• Represented one of the world's most popular brands to thousands of guests daily• Maintained the safety of guests and attractions throughout the entirety of the attraction• Spieled directly to large theater audiences of up to almost 200 at a time• Entertained audiences with informative dialogue and presented timeless artifacts through a rotation-style tour guide position

Milledgeville, Georgia

• Responsible for the safety and well-being of residents of up to five buildings located within GCSU's apartment complex, The Village at West Campus.• Provided administrative support which involved organizing files, problem solving, compiling data, customer service and phone coverage.• Performed rounds of the residential buildings, pool, and common areas two to four times an evening during designated duty nights to ensure residential safety.• Individually and collaboratively planned and carried out programs and events for residents of the complex to enhance the on-campus living experience and establish community.• Enforced rules and policies to establish a safe environment for residents. • Represented GCSU at two Georgia Resident Assistant Saturday Seminar (GRASS) conferences.• Applied property knowledge to facilitate group tours to generate interest in living at The Village at West Campus.

Milledgeville, Georgia

• Planned, executed and supervised the set-up and takedown of campus-wide events for GCSU students as the university's programming board.• Designed and ordered promotional items for CAB events.• Promoted campus events through creative and innovative methods.• Collaborated with other campus organizations (Student Government Association, Resident Student Association, The GIVE Center) on events including Homecoming, Halloween Week and Project Impact. • Represented GCSU at four National Association of Campus Activities (NACA) regional conferences.

Orlando, Florida, United States

• Enthusiastically provided exceptional Guest service to thousands of Guests per day at five individual merchandise locations including Port of Entry, Disney Traders, Baby Care Center, two kiosks and Glow cart locations.• Delivered safe and magical Guest experiences daily through Magical Moments.• Processed orders efficiently and demonstrated cash handling skills at checkout while developing rapport with Guests.

B.A, Mass Communication/Public Relations

Activities and Societies: HOPE Scholarship Recipient*Napier Hall Council Programming Chair*Village Council*500 Building Hall Council*Rho.

Dual Diploma, Communication

Activities and Societies: WNHS-TV, HOPE Scholarship recipient, Kasey Flanagan Memorial Scholarship recipient, WNHS-TV club president.

Project Management Professional Certification, Project Management