Ilse Cano
Brownsville,TX
Summary
Results-driven professional with 20 years of experience in customer service and leadership, specializing in management, training, quality assurance, and operations. Strong educational background in health sciences complemented by practical experience in phlebotomy. Proven ability to excel in both administrative and clinical healthcare environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Telecommunications Operator
Tenet Healthcare – Valley Baptist Medical Center
Brownsville, TX
05.2022 - Current
- I manage high-volume inbound and outbound calls for hospital departments and affiliated facilities, ensuring efficient and accurate communication. I execute emergency code alerts and paging in strict accordance with hospital protocols. Additionally, I serve as a security dispatcher, working closely with hospital security teams to implement and follow established security protocols. I maintain detailed logs while safeguarding the confidentiality of sensitive information. In urgent and critical situations, I coordinate effectively with hospital teams and security personnel to support timely and secure responses. Throughout, I consistently provide professional and courteous service in a fast-paced, high-pressure environment.
Training Manager
Maximus
Brownsville, TX
04.2021 - 07.2021
- Contributed to CDC COVID-19 federal programs by leading by designing and implementing training initiatives. Responsibilities included developing effective learning strategies aimed at improving learning gaps and overall training effectiveness by providing coaching and professional development to the training and coordinating staff. Collaboration required partnership with Operations and Quality teams to guarantee smooth and successful execution of training programs.
Training Specialist
Maximus
Brownsville, TX
10.2020 - 04.2021
- Delivered engaging training session in both in-person and virtual formats for large groups. This required designing instructional material, graduation reports, and continuous educational efforts to facilitate knowledge transfer. Maintaining a strong liaising relationship with department leaders to ensure training initiatives aligned with the program’s performance goals.
Quality Supervisor
Maximus
Brownsville, TX
02.2020 - 10.2020
- Leading a team of 15 Quality Analysts to ensure high-quality service deliver involved in conducting performance audits, coaching, and quality assurance reviews. Compiled detailed quality reports, which presented identified areas in need of improvement. Implemented collaboration for strategic planning with Training teams to identify knowledge gaps and drive continuous quality enhancement.
Operations Supervisor
Maximus
Brownsville, TX
01.2019 - 02.2020
- Directed the day-to-day operations for a team of 15–25 members responsible for Veteran Affairs scheduling. This included conducting performance reviews, coaching sessions, and team huddles to ensure efficient workflow. Key Performance Indicators (KPIs) were monitored closely, and action plans were implemented to improve service delivery and efficiency. Collaboration with internal departments was also crucial to enhance overall process efficiency.
Trainer
Maximus
Brownsville, TX
08.2018 - 01.2019
- Facilitated training programs for large-scale federal contracts (CDC, HHS), developing and delivering in-person and virtual onboarding for up to 400 new hires, creating detailed and adaptable training agendas, and leading nesting phases while collaborating across departments to ensure successful transitions.
Customer Service Representative
Maximus
Brownsville, TX
07.2013 - 08.2018
- I handled customer inquiries with empathy and professionalism, ensuring a positive experience for each client. I maintained strict compliance with all protocols and service level agreements, consistently meeting and exceeding performance targets across key metrics. In addition, I received coaching and actively provided peer support to help drive quality results across the team.
Customer Service Representative
Convergy's/Teleperformance/T-Mobile
Brownsville, TX
08.2005 - 06.2012
- As a Customer Service Representative, I provided front-line support through phone, email, and in-person interactions, ensuring a positive and professional customer experience. I resolved inquiries and concerns with empathy and efficiency, maintained accurate records, and adhered to company policies and service standards. I also worked closely with internal teams to address customer needs, and contribute to overall service improvements.
Education
Bachelor of Science - Integrated Health Sciences
University of Texas Rio Grande Valley (UTRGV)
Brownsville, TX05.2025
High School Diploma -
Lopez High School
Brownsville, TX05.2004
Skills
Clinical and healthcare expertise
- Phlebotomy procedures and safety
- Medical terminology and patient communication
Leadership and team management
- Staff development and coaching
- Cross-department collaboration
Training and facilitation
- Curriculum design and delivery
- New hire onboarding and education
- Public speaking and facilitation
Customer experience and communication
- Conflict resolution and de-escalation
- Professional communication skills
Technical proficiency in Microsoft Office Suite
- Workflow systems expertise: Salesforce, Genesys Cloud, Workday, Next Gen Desktop
- Remote collaboration tools: Zoom, Microsoft Teams, Cisco WebEx
- Emotional intelligence and empathy
Personal Effectiveness
- Time management and organizational skills
- Accountability
- Critical Thinking
Certification
- Nationally Registered Certified Phlebotomy Technician
- Certification #: 219189
- Issued: 2022-12-16
Languages
- English: Fluent (reading, writing, speaking),
- Spanish: Fluent (reading, writing, speaking)
- American Sign Language (ASL): Beginner Level (completed ASL 1 and ASL 2 courses)
References
References available upon request.
Timeline
Telecommunications Operator
Tenet Healthcare – Valley Baptist Medical Center
05.2022 - Current
Training Manager
Maximus
04.2021 - 07.2021
Training Specialist
Maximus
10.2020 - 04.2021
Quality Supervisor
Maximus
02.2020 - 10.2020
Operations Supervisor
Maximus
01.2019 - 02.2020
Trainer
Maximus
08.2018 - 01.2019
Customer Service Representative
Maximus
07.2013 - 08.2018
Customer Service Representative
Convergy's/Teleperformance/T-Mobile
08.2005 - 06.2012
Bachelor of Science - Integrated Health Sciences
University of Texas Rio Grande Valley (UTRGV)
High School Diploma -
Lopez High School
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