Peter Garcia
Customer Relations
Harrisburg,PA
Summary
Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work History
Telecommunications Operator
UPMC Pinnacle Health
11.2017 - Current
- Position has several primary responsibilities, including critical roles with emergency management, alarm response, and facilitating communications within Pinnacle and with external customers.
- The Operators serve as the initial point of contact for emergency procedures across all Pinnacle hospitals, taking accurate and complete information and conveying it in a timely manner through use of the overhead paging system and back up notifications.
- The Operator position provides answering services for Pinnacle Health entities (including, but not limited to: (Specialty clinics and Affiliate Nursing Homes, etc.) Answering service functions will require greeting all PHS patients promptly, taking accurate and complete messages, and then following the contact protocol established for each entity, as defined in the answering service agreement (e.g.
- Contacting the physician on-call and relaying the information for the patient.
- The Operator also provides answering service for the Health Care provider line transferring urgent calls from Healthcare Providers, Pharmacies and Facilities to the back-door lines and announcing the calls.
- The Operator promptly responds to customer requests logged in the IT Service Desk system and will assist customers entering the operator suite in a professional manner.
- Other duties include answering and responding to requests for assistance with mobile phone and pager requests, troubleshooting and replacing/ordering new equipment.
Loan Counselor
Pennsylvania Higher Education Assistance Agency
Harrisburg, PA
10.2016 - 10.2017
- Loan Counselors answer inbound calls handling a variety of complex account issues.
- Answer questions, identify the root cause of the call and research to resolve the customer inquiry upon first contact. Interactions with customers are based on federal regulations, PHEAA objectives, and department policies.
- Assist customers with troubleshooting online account issues and utilizing online tools that are available.
- Update customer and account information as needed.
- Process incoming correspondence, forms, or other documents received from customers.
- Counsel customers in achieving successful repayment of their student loans. This includes but is not limited to answering payment and billing inquiries, discussing repayment plan options and eligibility, payment alternatives, interest accrual, forgiveness programs, and consolidation.
- Handle difficult or escalated call types and assist with resolution.
- Will work with one or multiple customer support lines.
Wireless Consultant
GameStop
Harrisburg, PA
10.2012 - 06.2016
- The GS Wireless Consultant provides outstanding guest service experiences using elements of GameStop's Buy-Sell-Trade Model, The Circle of Life , and Solution Selling principles.
- This role creates unique, personalized, memorable experiences for every guest.
- This position ensures products are easy to see and buy; shares product and mobile knowledge with guests; provides a clean, engaging environment in which to shop, and creates customer loyalty and repeat business.
- This position also assists the store management team in supervising store sales revolving around the wireless brand
Education
Bachelor of Science - Business
Full Sail University
Winter Park, FL 08.2014 - 11.2019
Certification - Media Communications
Full Sail University
Winter Park, FL 08.2017 - 03.2018
High School Diploma -
Pennsylvania Cyber Charter School
Mainland, PA 08.2009 - 06.2011
Skills
Professional communication
Decision Making
Documenting activities
Switchboard management
Search directories
Educating customers
Timeline
Telecommunications Operator
UPMC Pinnacle Health
11.2017 - Current
Certification - Media Communications
Full Sail University
08.2017 - 03.2018
Loan Counselor
Pennsylvania Higher Education Assistance Agency
10.2016 - 10.2017
Bachelor of Science - Business
Full Sail University
08.2014 - 11.2019
Wireless Consultant
GameStop
10.2012 - 06.2016
High School Diploma -
Pennsylvania Cyber Charter School
08.2009 - 06.2011