Iliana Wright Email & Phone Number

Handles escalated customer complaints and is responsible for providing proper resolution for customer requests according to company policies and procedures• Answers team member questions and problems as well as overseeing team member work for quality and guideline compliance.• Assisted in the training process with new team members as well as creating training material to assist in new member on boarding• Created a website to be used by agents while working cases to focus on case handling efficiency and utilization of resources and materials

- Managed high call and e-communication volume in order to maintain and improve relationships with both customers and dealerships - Served as liaison between customer and various departments and advocated to ensure overall customer satisfaction and issue resolution- Took a leadership role to manage and resolve customer complaints and requests while maintaining excellent professionalism standards according to company policies and procedures- Determined the client's liability in regard to the vehicle and situation for cases including but not limited to Lemon Law concerns, accident and fire reports, attorney inquiries, and reimbursement requests.- Negotiated with the consumer in regards to the situation to offer the best possible solution for both parties.

- Answered and provided world-class customer service to stranded motorists while dispatching roadside assistance in a remote working environment. - Secured service for customers including towing, lockout, tire changes, fuel delivery, electric vehicle charging etc. - Worked with service providers to update invoices, acquire ETA's and help locate customers.- Able to empathize with customers and multi-task to research and resolve their issues.

- Uses customer service skills, patience, understanding and compassion to answer inbound phone calls for Humana members. - Answering questions related to members healthcare benefits as well as professionally handle a high volume of incoming calls, thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services, and documenting customer information as required while following HIPPA guidelines.

I stared as a patient transporter which facilitates the safe and efficient movement of patients from area to area via stretchers, wheelchairs, beds and cribs. Actively interacts with many patients and guests in the most professional manner possible. Appropriately utilizes PPE, and follows HIPPA, OSHA, and Advent Health's policies and procedures.I am a dispatcher; this includes:- Sending transporters calls that need to be done, calling nurses to verify surgeries, calling testing sites.- Working with Microsoft word. - Answering phones while multitasking via computer with emails, Skype/Microsoft Teams, and/or face interaction with peers.- Ability to work effectively and efficiently under pressure while handling stressful situations.I am also cross trained for equipment which includes:- Clearing the floors of beds, stretchers and wheelchairs.- Delivering beds and stretchers to surgery sites.

- Responsible for the safety of guests and operating ride vehicles for visiting guests. - Duties include loading and unloading passengers, checking ride restraints, providing safety instructions, and assisting guests with special access.

- Responsible for guidance and development of children in groups of 10 to 15 ranging from infant to 5 years of age. - Substantial time spent interacting with children and their families to help them connect with the church.

Education record

Pharmacy Technician/Assistant

Education record

Currently pursuing a Bachelors of Science Degree