Laura Burke

  • 48 Willow Street, Lackawanna, NY 14218 (C) 716-598-5586

Work History

Work History
Jun 2014 - Jan 2015

Claims Service Representative

Geico - 300 Crosspoint Parkway Getzville, NY 14068          
  • Answered telephone calls and responded inquiries.
  • Answered customer questions regarding deductibles.
  • Investigated claims involving potential and suspected fraudulent activities.
  • Substantiated legitimate claims and denied unjustified claims.
  • Tracked the progress of all outstanding insurance claims.
  • Reported policy changes and company conditions affecting customer satisfaction.
  • Followed up with customers on unresolved issues.
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
  • Calculated premiums and established payment methods for sales.
  • Composed and drafted all outgoing correspondence and reports for managers.
  • Verified and created claim numbers numbers by communicating with various insurance companies.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls.
  • Addressed a constant flow of customer calls.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Acted professionally and patiently when addressing negative customer feedback.
Mar 2009 - Jun 2014

Restaurant Manager & Server

Ruby Tuesday  - 1669 Walden Avenue Cheektowaga, NY 14225
  • Carefully interviewed, selected, trained and supervised staff.
  • Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
  • Interacted positively with customers while promoting restaurant facilities and services.
  • Carefully developed a lucrative annual food and beverage marketing plan and strict budget to maximize profits.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
  • Led and directed team members on effective methods, operations and procedures.
  • Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
  • Maintained a safe working and guest environment to reduce risk of injury and accidents.
  • Developed, implemented and managed business plans to promote profitable food and beverage sales.
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations. 
  • Created fun team building activities to engage staff in up-selling to meet revenue targets.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
  • Trained kitchen staff on proper use of equipment, food handling, and portion sizing.
  • Answered telephone calls and responded to inquiries.
  • Assisted in maintaining preparation and service areas in a sanitary condition.
  • Trained new employees.


Sep 2005 - Jun 2009

Regents Diploma

Lackawanna High School 550 Martin Road, Lackawanna NY 14218




Quick learner

Creative problem solver

Strong client relations

MS Windows Proficient

Exceptional communication skills



Joseph Ferrelli/Assistant Manager


Stefanie Kohlhagen/Assistant Manager(Ruby Tuesday)


Mark Bigos/General Manager(Ruby Tuesday)