Amber Thaiz Urena
New York,NY
Summary
Dynamic professional with a proven track record, known for high productivity and efficiency in task completion. Possesses specialized skills in community outreach, program development, active listening, empathy, problem-solving, and adaptability. Excelled in fostering community outreach, building relationships, and delivering exceptional attention to detail and problem-solving abilities. Ready to leverage these abilities to make an impactful contribution to a new role.
Overview
9
9
years of professional experience
Work History
Front Desk Agent
Sheraton New York Times Square Hotel
New York, NY
02.2026 - 04.2026
- Greeted guests warmly upon arrival and provided check-in assistance.
- Assisted with check-in and check-out procedures for guests.
- Resolved guest inquiries and issues promptly, enhancing overall customer satisfaction.
- Provided excellent customer service while upholding company policies.
- Resolved customer complaints promptly and courteously.
- Managed room assignments and coordinated with housekeeping for timely availability.
- Coordinated with colleagues to streamline front desk operations and improve service delivery.
- Operated reservation software to manage bookings and updates effectively.
- Processed payments and maintained accurate billing records efficiently.
- Posted incidental charges to ledgers, manually or by using computers.
- Informed guests about local attractions and hotel services, enriching their overall experience.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Issued room keys and escort instructions to bellhops.
- Ensured that all safety regulations were followed according to company standards.
SCN Screening Navigator
Senior Community Service Employment Program
New York, NY
11.2025 - 02.2026
- Coordinated care plans for seniors, ensuring access to necessary services.
- Guided clients through healthcare systems and identified available resources to enhance access to care.
- Conducted assessments to identify client needs and service gaps.
- Collaborated with diverse coworkers to achieve objectives and resolve product and service-related issues.
- Resolved customer issues with knowledgeable and friendly service, contributing to high customer satisfaction.
- Worked with cross-functional teams to achieve goals.
- Developed and implemented billing procedures to ensure accuracy of invoicing.
Front Desk Receptionist
Idea Insurance Agency
Orlando, Florida
08.2025 - 11.2025
- Greeted and assisted visitors, creating a welcoming atmosphere that enhanced overall guest experience.
- Managed multi-line phone system, directing calls to appropriate personnel.
- Handled customer inquiries and resolved issues promptly, contributing to high levels of customer satisfaction.
- Responded to inquiries and room requests made online, by phone, and via email.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Scheduled appointments and maintained calendars for office staff, optimizing workflow and reducing scheduling conflicts.
- Collaborated with team members to improve front desk operations.
- Updated visitor logs and maintained confidentiality of sensitive information.
- Processed incoming and outgoing mail, ensuring timely distribution.
- Maintained front desk supplies and ordered inventory as needed.
- Managed sensitive information securely to protect privacy and confidentiality.
- Clarified policies and procedures to visitors for better understanding.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
Quality Control Lead Inspector
NYCHA New York City Housing Authority
New York City, NY
11.2023 - 12.2024
- Conducted lead inspections of residential properties, ensuring compliance with federal building codes and enhancing safety standards.
- Inspected building components including foundations, walls, roofs, windows, doors, and stairs, identifying potential hazards and ensuring structural integrity.
- Prepared detailed reports outlining findings from inspections, including recommendations for corrective action.
- Generated comprehensive reports detailing inspection results, facilitating informed decision-making for remediation efforts.
Building Porter
Signature Cleaning Services Inc.
New York, NY
01.2019 - 09.2022
- Polished windows, glass partitions, and mirrors to enhance overall appearance and cleanliness.
- Maintained cleanliness of work areas through mopping, sweeping, and vacuuming to ensure a safe and presentable environment.
- Inspected property and grounds, removing trash and debris to uphold curb appeal and cleanliness.
Lead Cashier
Mcdonalds
New York, NY
05.2018 - 12.2018
- Executed credit card, debit card, and cash transactions swiftly and accurately at the register.
- Managed cash and transactions with precision, maintaining error-free records.
- Onboarded new employees on cash register procedures to ensure consistency.
Sales Floor Coordinator
Marshalls
New York, NY
10.2017 - 04.2018
- Restocked and maintained clothing and makeup department to ensure product availability for customers.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Managed inventory and supplies to ensure availability of materials and support sales operations.
- Supported and guided colleagues to foster collaboration and enhance team productivity.
Education
High School Diploma -
St James Academy High School
New York, NYAssociate of Arts - Arts of Sciences
Guttman Community College
New York, NYSkills
- Front desk operations
- Customer service
- Multi-line phone management
- Customer assessment
- Data entry
- Record keeping
- Computer skills
- Microsoft office
- Detail orientation
- Problem solving
- Conflict management
- Guest relations
- Customer assessment
- Phone skills
- Policy compliance
- Professionalism
- Training development
- Orientation training
- Leadership
- Team leadership
- Team collaboration
- Relationship management
- Relationship building
- Effective communication
- Communication
- Time management
- Problem resolution
- Critical thinking
- Phone skills
- Record keeping
- Confidentiality
- Relationship building
Languages
English, Spanish
Timeline
Front Desk Agent
Sheraton New York Times Square Hotel
02.2026 - 04.2026
SCN Screening Navigator
Senior Community Service Employment Program
11.2025 - 02.2026
Front Desk Receptionist
Idea Insurance Agency
08.2025 - 11.2025
Quality Control Lead Inspector
NYCHA New York City Housing Authority
11.2023 - 12.2024
Building Porter
Signature Cleaning Services Inc.
01.2019 - 09.2022
Lead Cashier
Mcdonalds
05.2018 - 12.2018
Sales Floor Coordinator
Marshalls
10.2017 - 04.2018
High School Diploma -
St James Academy High School
Associate of Arts - Arts of Sciences
Guttman Community College