Zaida Villa
Albuquerque,NM
Summary
Customer-focused professional with 5+ years of experience providing high-volume support in healthcare and financial service environments. Experienced in investigating customer accounts, resolving billing and payment questions, researching complex issues, and providing accurate, timely solutions through phone, email, and chat. Skilled in de-escalating challenging interactions, documenting account activity, navigating multiple systems, and maintaining quality and accuracy in fast-paced environments.
Overview
2
2
Languages
8
8
years of professional experience
Work History
Student Finance Counselor
Southern New Hampshire University
09.2025 - Current
- Provide high-volume customer support by phone, email, and chat, resolving student inquiries related to financial accounts, payments, financial aid, loans, balances, and account responsibilities.
- Investigate account activity and financial aid information to identify discrepancies, funding gaps, and account-level issues and determine appropriate resolutions.
- Resolve complex billing and financial aid inquiries by researching account information and providing accurate, timely solutions.
- Explain financial information, payment responsibilities, funding options, grants, scholarships, and loans in clear, easy-to-understand language.
- De-escalate challenging customer interactions through active listening, empathy, professionalism, and solution-focused communication.
- Accurately document customer interactions, account issues, research, and resolutions in Salesforce.
- Navigate multiple systems and resources simultaneously while maintaining accuracy, efficiency, and attention to detail.
- Prioritize and manage multiple customer inquiries in a fast-paced environment while maintaining quality and professionalism.
- Collaborate with internal departments when issues require additional research, escalation, or specialized support.
- Handle confidential student information in accordance with FERPA and applicable privacy requirements
Family Operations Coordinator
Private Residence
Albuquerque, NM
02.2022 - 09.2025
- Coordinated appointments and services with healthcare providers while handling sensitive information with discretion and confidentiality.
- Conducted outbound calls and follow-ups to coordinate services, resolve issues, and obtain necessary information.
- Navigated multiple online portals and insurance systems to research information and resolve service-related issues.
- Used active listening, empathy, and de-escalation skills when communicating during sensitive situations.
- Managed competing priorities, scheduling, record keeping, budgeting, and administrative tasks in a fast-paced environment.
- Maintained organized records and followed through on time-sensitive tasks while working independently.
Engagement Specialist
Carenet Health
Albuquerque, NM
08.2020 - 02.2022
- Conducted high-volume outbound calls to patients, members, and customers while maintaining professionalism, empathy, and attention to detail.
- Assisted members with healthcare benefits, insurance information, preventive care services, and appointment-related inquiries.
- Assessed member needs and helped identify appropriate healthcare services and next steps.
- Conducted welcome calls and provided clear information to help members understand available benefits and services.
- Used active listening and effective communication to address questions, concerns, and barriers to care.
- Accurately documented outreach activities, customer interactions, and outcomes.
- Managed multiple interactions and priorities while maintaining quality and productivity expectations.
Call Service Representative
SUPERIOR MEDICAL TRANSPORTATION
Albuquerque, NM
08.2019 - 07.2020
- Provided phone-based customer support and coordinated patient transportation services with urgency, accuracy, and professionalism.
- Managed scheduling inquiries and resolved transportation conflicts to ensure timely service.
- Coordinated with clients and third-party vendors to address service needs and resolve issues.
- Maintained accurate records and protected confidential health information in accordance with HIPAA requirements.
- Used clear, empathetic communication when assisting customers with time-sensitive or complex needs.
Optometric Technician
Visualize Optometry
Albuquerque, NM
04.2019 - 08.2019
- Assisted patients with questions regarding member benefits, billing, authorizations, and appointment requirements.
- Coordinated patient appointments and supported a smooth, positive customer experience.
- Resolved patient concerns by researching available information and communicating appropriate next steps.
- Maintained accurate patient information while handling confidential healthcare records.
- Followed healthcare policies and procedures while providing professional, customer-focused service.
Member Services Representative
Molina Healthcare
Albuquerque, NM
11.2018 - 04.2019
- Provided customer support to healthcare members by resolving questions regarding benefits, copayments, coverage, and account information.
- Researched member accounts and navigated multiple systems to verify eligibility, benefits, copayments, and medication coverage.
- Identified billing and specialized service needs and directed inquiries to the appropriate internal departments.
- Handled confidential member information in accordance with HIPAA and healthcare privacy requirements.
- Delivered professional and empathetic service while addressing member concerns and working toward timely resolutions.
Education
High school diploma - undefined
Albuquerque Talent Development Academy
Albuquerque, NM05.2015
Skills
- Customer Account Support
- Account Investigation & Research
- Payment & Billing Support
- Financial Account Support
- Complex Issue Resolution
- High-Volume Customer Support
- De-escalation & Conflict Resolution
- Phone, Email & Live Chat Support
- Customer Interaction Documentation
- CRM / Salesforce
- Account Activity Review
- Multitasking & Prioritization
- Microsoft Excel
- Cross-Functional Collaboration
- Customer Experience
- Confidential Information Handling
- Bilingual English & Spanish
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Student Finance Counselor
Southern New Hampshire University
09.2025 - Current
Family Operations Coordinator
Private Residence
02.2022 - 09.2025
Engagement Specialist
Carenet Health
08.2020 - 02.2022
Call Service Representative
SUPERIOR MEDICAL TRANSPORTATION
08.2019 - 07.2020
Optometric Technician
Visualize Optometry
04.2019 - 08.2019
Member Services Representative
Molina Healthcare
11.2018 - 04.2019
High school diploma - undefined
Albuquerque Talent Development Academy