Emily Villanueva
Lincoln
Summary
Experienced and self-motivated customer service professional focused on going above and beyond to support my team and support our customers. Dedicated to interpersonal communication and organizational skills that build my reliability in my information management, process development and problem-solving expertise.
Overview
9
9
years of professional experience
Work History
Client Services Specialist
Nelnet
10.2021 - 12.2022
- Assisted clients with inquiries, providing accurate information and support to enhance satisfaction.
- Processed client requests efficiently, ensuring timely resolution of issues and effective communication.
- Collaborated with cross-functional teams to streamline service delivery processes, improving response times.
- Maintained client records in CRM systems, ensuring data accuracy and compliance with company policies.
- Developed training materials for new hires, fostering a supportive learning environment and knowledge sharing.
- Mentored junior staff members on best practices in client service, promoting professional development and team cohesion.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members when necessary.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service.
Loan Processing Rep II
Nelnet - Firstmark Services
01.2020 - 10.2021
- Research customer loan inquires and communicate back providing direction, support, and de-escalation as needed, via phone, chat, and email communications to provide a friction-less customer experience.
- Mentor /Train new and existing associates
- Attend SME and other team meetings
- Maintain performance data within the appropriate systems
- Provide backup support for other team members
- Assist other departments in investigations problem solving
- Quickly learned and efficiently completed 25 plus different types of work functions in a timely manner
- Processed and verified customer applications using proprietary software for accuracy and compliance.
Call Representative- Outbound
Nelnet
01.2019 - 01.2020
- Place outbound calls to homeowners to provide requested contractors information for home improvement projects.
- Cross and up-sell other services
- Verify the accuracy and validity of consumer requests
- Participate in ongoing trainings and meetings
- Collaborated with team members to streamline call handling processes, improving overall response times.
- Implemented feedback mechanisms for continuous improvement in customer interactions and support services.
- Delivered exceptional customer experiences while adhering to strict compliance guidelines set forth by the organization.
Call Representative- Inbound
Nelnet - Home Advisor
09.2018 - 01.2019
- Receiving inbound calls from homeowners who are looking to complete home improvement projects.
- POD leader
- Cross and up-sell other services
- Ensure Integrity of data information
- Serve as a resource within team, including training new and existing associates
- Manage team/POD by preparing weekly/monthly performance reviews
- Ensure daily and weekly goals
Chiropractic Assistant
Advanced Chiropractic Solutions
01.2017 - 09.2018
- Assist the Doctor in day to day office operations.
- Assisted patients with scheduling appointments and managing inquiries effectively.
- Maintained cleanliness and organization of treatment areas to enhance patient experience.
- Managed patient records using electronic health record (EHR) systems for accuracy.
- Educated patients on post-treatment care instructions to promote recovery and wellness.
- Developed strong rapport with patients leading to high levels of trust and satisfaction, fostering long-term relationships.
- Managed billing processes accurately and efficiently, ensuring prompt payments from insurance companies and patients.
- Connected patients to electronic stimulation machines
Cocktail Server
Rosie's Bar & Grill
03.2018 - 08.2018
- Provide exceptional service to guests while maintaining a fun work environment and multi-tasking.
- Handled cash transactions accurately, ensuring proper change distribution for guests.
- Adapted to changing circumstances, effectively managing multiple tables during high-volume shifts.
- Engaged with patrons to foster a welcoming atmosphere, promoting repeat business through excellent service.
- Developed strong relationships with regular guests, creating personalized experiences that encouraged loyalty.
Social Worker
State of Nebraska DHHS - Medicaid
03.2016 - 03.2017
- Assisted and communicated with clients to aid in understanding and processing benefits.
- Gathered financial and demographic information
- Assessed client's individual circumstances to make referrals for community resources and services based on need
- Processed assigned work tasks and prepared correspondence
- Data entry using multiple computer applications
- Extensive multitasking to achieve goals
- Educated clients on Medicaid eligibility requirements and application processes, improving understanding and compliance.
- Maintained accurate case documentation, ensuring compliance with regulatory standards and facilitating informed decision-making by team members.
Loan Advisor
Nelnet - Firstmark Services
03.2014 - 03.2016
- Prepared to provide exception customer service for clients.
- Respond to high-volume of incoming calls
- Provide support for lenders based on established policies
- Updated and maintain customer accounts
- Assisted clients in understanding loan options and processes, enhancing customer experience.
- Reviewed financial documents for accuracy, ensuring timely processing of applications.
- Collaborated with underwriters to facilitate smooth approval processes and address discrepancies.
- Mentored new team members on best practices for client interaction and documentation handling.
- Developed customized financial solutions for clients based on their unique needs, leading to higher client retention rates.
Education
High School Diploma - Medical Billing And Coding
Career Step - Southeast Community College
College – Prerequisites - Dental Assistant
Southeast Community College
Lincoln, NEHigh School Diploma -
Palmyra Jr/Sr High
Palmyra, NE05-2011
Skills
- Customer Service
- Relationship Development
- Project Management
- Documentation skills
- Remote work capabilities
- CRM software expertise
- Regulatory compliance
- Record preparation
- Team-oriented
- Adaptability
- Problem Solving
- Microsoft Office
- Exceptional communication
Timeline
Client Services Specialist
Nelnet
10.2021 - 12.2022
Loan Processing Rep II
Nelnet - Firstmark Services
01.2020 - 10.2021
Call Representative- Outbound
Nelnet
01.2019 - 01.2020
Call Representative- Inbound
Nelnet - Home Advisor
09.2018 - 01.2019
Cocktail Server
Rosie's Bar & Grill
03.2018 - 08.2018
Chiropractic Assistant
Advanced Chiropractic Solutions
01.2017 - 09.2018
Social Worker
State of Nebraska DHHS - Medicaid
03.2016 - 03.2017
Loan Advisor
Nelnet - Firstmark Services
03.2014 - 03.2016
High School Diploma - Medical Billing And Coding
Career Step - Southeast Community College
College – Prerequisites - Dental Assistant
Southeast Community College
High School Diploma -
Palmyra Jr/Sr High
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