Eric Garcia
Newark,NJ
Summary
Proven in enhancing customer loyalty and resolving conflicts at Cablevision, I excel in high-pressure environments with a strong work ethic and exceptional complaint resolution skills. Demonstrated success in safeguarding community safety at Barnard College, I blend reliability with a team-player attitude, significantly contributing to operational excellence and security.
Overview
20
20
years of professional experience
Work History
Access Attendant /Security/Senior Customer Service
Barnard College
3009 Broadway New York 10027
01.2006 - Current
- Under the direction of the Community Safety unit of CARES, support campus safety and security functions and assist with procedures designed to ensure the safety of the Barnard community, Barnard residents in particular and perform duties related to customer service.
- Monitor and perform access control measures of persons and materials at designated Barnard College access/egress points
- Monitor all activity within the scope of designated area
- Report all suspicious behavior to Community Safety
- Monitor specialized hardware system utilized to verify authorized access (LENEL) and ensure swipe card access is utilized
- Verify the identification and authorization for access of all persons requesting entry, including students and employees, and ensure sign-in procedures when required are adhered to
- Obtain valid identification from all visitors of Residence Halls
- Retain identification instrument (i.e.) Drivers License, until departure of visitor and record appropriate information
- Screen all persons attempting to obtain admission to designated buildings and notify Community Safety of any unauthorized entry
- Maintain all records, lists, and logs related to authorized access, as directed
- Safeguard, issue, and track emergency keys as directed
- Notify Public Safety of all breaches of the peace and emergency situations
- Monitor Fire Alarm Panels and report activation of alarms to Community Safety when required
- Follow Campus fire alarm and emergency procedures as directed
- Ensure front doors to Residence Halls remain closed and free of obstructions at all times
- Notify appropriate resident or administrator of the delivery of all material and/or packages
- Interact with students, faculty, staff, visitors and other members of the community in a friendly and professional manner
- Provide routine information upon request and direct other inquiries to the appropriate department
- Attend required training and meetings as directed
- Assist in training of new Access Attendants
- Remain current in all access control and Community Safety procedures
- Perform all other related and additional duties as assigned
- Report all arrests and/or involvement in litigation to Director of Administration
Customer Service Representative
Cablevision
The Bronx, NY/ Newark Nj
10.2004 - 12.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Education
High School Diploma -
Eli Whitney Technical High School
Brooklyn, NY06-1986
Skills
- Strong Work Ethic
- Patience and understanding
- Team player attitude
- Reliability and punctuality
- Safety understanding
- Guest Relations
- Initiative and Self-Motivation
- Complaint resolution
Languages
Spanish
Native or Bilingual
Timeline
Access Attendant /Security/Senior Customer Service
Barnard College
01.2006 - Current
Customer Service Representative
Cablevision
10.2004 - 12.2014
High School Diploma -
Eli Whitney Technical High School