Rachel Schmitz
Gardners
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Patient and Family Concierge
UPMC
Carlisle
05.2025 - Current
- Assisted patients with check-in and appointment scheduling processes.
- Provided information about hospital services and amenities to visitors.
- Coordinated transportation services for patients and guests as needed.
- Maintained knowledge of hospital policies and procedures for accurate guidance.
- Ensured cleanliness and organization of the concierge area for welcoming atmosphere.
- Handled mail and package deliveries, keeping items secure.
- Directed incoming calls and messages to appropriate staff or residents.
- Trained new staff members on proper policies and procedures related to customer service delivery.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
Operations Manager
PSECU
Harrisburg
04.2022 - 05.2025
- Led daily operations to ensure efficient service delivery and member satisfaction.
- Monitored performance metrics to identify areas for operational enhancement.
- Facilitated regular team meetings to communicate goals and share best practices.
- Managed scheduling, training and inventory control.
- Responded to information requests from superiors, providing specific documentation.
Customer Service Assistant Manager
Members 1st FCU
Mechanicsburg
02.2018 - 04.2022
- Complete quality assurance for representative's calls
- Facilitate monthly 1x1s with representatives
- Facilitate monthly team meetings
- Facilitate live listening and coaching sessions
- Update departmental policies and procedures
- Track and coach to representative's stats and goals
- Facilitate and coach to corrective action
- Complete representative's yearly evaluations
- Find resolution for escalated members and escalated situations
- Create and facilitate training for representatives
- Test new systems and assist with roll out
- Complete representatives Timecards for payroll
- Track representative's required training status
- Focus on representative engagement and development
Representative positions
Members 1st FCU
Mechanicsburg
11.2014 - 02.2018
Education
High School Diploma -
Gettysburg Area High School
GettysburgSome College (No Degree) - General Studies
Harrisburg Area Community College
Harrisburg, PASkills
- Genesys phone system
- IC Business Manager
- Fond
- Base 2000
- Okta
- EZ Business
- Efunds
- Outlook
- Excel
- OneNote
- Teams
- Visa Online
- Quick Assist
- FDR
- Synergy
- Glia
- Glass box
- Service Now
- Patient scheduling
- Operational efficiency
- Conflict resolution
- Attention to detail
Timeline
Patient and Family Concierge
UPMC
05.2025 - Current
Operations Manager
PSECU
04.2022 - 05.2025
Customer Service Assistant Manager
Members 1st FCU
02.2018 - 04.2022
Representative positions
Members 1st FCU
11.2014 - 02.2018
High School Diploma -
Gettysburg Area High School
Some College (No Degree) - General Studies
Harrisburg Area Community College