Iliana Medrano
Killeen,TX
Summary
Knowledgeable Case Manager experienced in coordinating care for customer individuals. Proactive and resourceful with strong knowledge of community resources. Strong communicator with passion for helping others.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Connected Home Technician
Asurion Services, Grassmere
Nashville, TN.
01.2015 - Current
- Phone: 1-615-837-3000
- Troubleshoot devices ( Computers, Laptops, Printers, Alexas devices etc.)
- Setting visit to repair products
- Services center finder (project)
- Diagnosed and repaired hardware, software and network issues to mitigate disturbances.
- Installed, configured and upgraded computer systems and peripherals to perform better and minimize security threats.
- Provided technical support and maintenance services for range of computer hardware and software.
- Attended to customers at home and business locations to complete on-site repairs.
- Asked customers probing questions to assess symptoms and nature of problems.
- Handled calibration of audio and visual equipment for customers and set up devices for optimal performance.
Case Manager
The Home Depot
Nashville , TN
05.2018 - 06.2020
- Project)
- Appliances claims (The Home Depot project )
- Developed and implemented comprehensive case management plans to address client needs and goals
- Managed over 50 customer calls per day.
- Identified issues, analyzed information and provided solutions to problems
- Worked flexible hours across night, weekend and holiday shifts
- Delivered services to customer locations within specific timeframes
Account collector
Gc Services / Synchrony Bank
Copperas Cove, TX
04.2013 - 10.2015
- Setting payments with debit card and checking accounts
- Developed strong relationships with customers to foster timely payments and account resolution.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Helping customers with hardship situations.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Collected on delinquent accounts to reduce overdue balances.
- 'Managed over 50 customer calls per day.
Custodian
Killeen, WS Young
Killeen, TX
06.2009 - 04.2013
- Cleaning classroom , bathroom floors
- Waxing floors
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Ran variety of cleaning machines such as floor machines designed to strip, wax, extract, and top scrub floors and carpets.
- Reported vandalism or other damage to property to supervisor.
- Followed safety protocols and safe use of protective gear to prevent injury to self and others.
Education
PA- Medical Billing and Coding - Medical Insurance Coding
Penn Foster
Penn, PA 02.2015 - 05.2016
GED -
University of Houston
Houston, TX 10.2008 - 10.2008
High School Diploma -
Inteco ( El Salvador)
El Salvador 01.2004 - 05.2006
Skills
7 Years of customer service worked with escalated accounts requesting resolution as soon as possible 2 years with collections handling past due
Case manager
Technical Support
Collections
PC component diagnostics
Timeline
Case Manager
The Home Depot
05.2018 - 06.2020
PA- Medical Billing and Coding - Medical Insurance Coding
Penn Foster
02.2015 - 05.2016
Connected Home Technician
Asurion Services, Grassmere
01.2015 - Current
Account collector
Gc Services / Synchrony Bank
04.2013 - 10.2015
Custodian
Killeen, WS Young
06.2009 - 04.2013
GED -
University of Houston
10.2008 - 10.2008
High School Diploma -
Inteco ( El Salvador)
01.2004 - 05.2006