Emma Villanueva
Brady
Summary
Over 22 years of customer service experience demonstrates strong adaptability to diverse customer needs. A proven track record in building client trust fosters satisfaction, effectively resolves concerns, and maintains long-term loyalty. Expertise in creating positive customer interactions enhances overall service quality and drives business success. Committed to continuous improvement and excellence in customer relations.
Overview
24
24
years of professional experience
Work History
Insurance Account Representative
State Farm
07.2025 - Current
- Provided exceptional customer service through clear communication, proactive problem-solving, and personalized support during the claims process.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues related to insurance policies.
Behavioral Health Coordinator
Frontera Healthcare Network
10.2021 - 07.2025
- Coordinate with BH counselors and Psych providers to schedule patients.
- Insurance verifications
- Multi-line phone lines
- Staffing boards
- Referrals
- Scheduling
- Customer service
- Intakes
- Interviewing skills
- Coordinated patient care services to enhance treatment outcomes and ensure continuity of care.
- Streamlined communication between healthcare providers and patients to improve service delivery efficiency.
Insurance Service Representative
Mcculloch County Farm Bureau
12.2016 - 10.2021
- Processed applications, payments, corrections, endorsements and cancellations.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Addressed customer service inquiries quickly and accurately.
- Closed sales on new policies by presenting insurance options to customers accurately and efficiently.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled customer complaints promptly and effectively.
Front Desk Receptionist
Frontera Health Care
04.2013 - 12.2016
- Managed insurance records, patient charts and company files using an online tracking system.
- Updated patient financial information to ensure accuracy.
- Called patients to schedule medical appointments, consistently double-checking information and availability.
- Answered phone calls to schedule appointments and address patient inquiries.
- Interviewed patients to collect medical information and insurance details.
- Managed front office activities, including customer service, patient appointment management, billing and collections.
- Contacted other medical facilities to confirm medical histories and prevent inaccurate diagnoses.
- Created and maintained accurate and confidential patient files.
- Addressed, documented, and responded to incoming and outgoing calls and correspondence.
- Pulled patient charts for upcoming appointments.
- Scanned incoming documentation.
- Maintained complete confidentiality in accordance with the organization and legal requirements.
- Reconciled petty cash each week
- Scanned medical records.
Dispatcher/Customer Service Representative
Suddenlink Communications
10.2001 - 12.2012
- Supervised 15 technicians in the field.
- Helped with Inventory
- Managed schedules and time off calendars
- Petty Cash
- Helped CSR with payments and deposits
- Assisted with store opening and closing procedures.
- Answered phones and transferred callers to relevant departments and staff members.
- Cross-sold additional products and services to purchasing customers.
- Assisted customers during the selection process and helped choose perfect products to meet individual needs.
- Reached out to customers to set up appointments, check on satisfaction and suggest additional offerings.
- Introduced customers to new offerings and updated accounts.
- Maintained current knowledge of all personnel in the field and all completed cable and internet installations.
- Tracked office inventory, placing orders to restock.
- Coordinated daily field operations to ensure timely service delivery and customer satisfaction.
- Trained new dispatch staff on procedures, tools, and best practices for effective communication.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
Education
High School Diploma -
Menard High School
Menard, TXBusiness Computer Science
American Commercial College
San Angelo, TXSome College - undefined
Angelo State University
San Angelo, TXSome College - undefined
Central Texas College
Killeen, TXSkills
- Effective team leadership
- Administrative assistance
- Field team coordination
- Effective communication
- Effective problem resolution
- Client engagement
- Focus on achieving objectives
- Collaborative teamwork
- Service excellence
- Proficient in managing multiple tasks
- Consistent reliability
Languages
Spanish
Native or Bilingual
Timeline
Insurance Account Representative
State Farm
07.2025 - Current
Behavioral Health Coordinator
Frontera Healthcare Network
10.2021 - 07.2025
Insurance Service Representative
Mcculloch County Farm Bureau
12.2016 - 10.2021
Front Desk Receptionist
Frontera Health Care
04.2013 - 12.2016
Dispatcher/Customer Service Representative
Suddenlink Communications
10.2001 - 12.2012
Business Computer Science
American Commercial College
Some College - undefined
Angelo State University
Some College - undefined
Central Texas College
High School Diploma -
Menard High School