JERALD SEVILLA
Pensacola,FL
Summary
Bilingual (English-Spanish) Client Service Specialist with 5+ years of experience in call centers, healthcare support, and remote customer service. Skilled in handling high call volumes, resolving inquiries with empathy, and performing accurate data entry (40+ WPM). Proven ability to work effectively in regulated environments such as healthcare and insurance, ensuring compliance and attention to detail. Known for strong communication, adaptability, and professionalism in remote work settings.
Overview
9
9
years of professional experience
Work History
Customer Service Healthcare Representative
InfoCision
Tampa, FL
06.2023 - 09.2025
- - Responded to inbound calls and patient inquiries related to appointments, treatment, and insurance coverage.
- - Verified insurance eligibility and clarified financial obligations.
- Managed patient inquiries, ensuring accurate information delivery and resolution of concerns.
- - Scheduled and coordinated patient appointments, minimizing wait times.
- - Accurately entered and maintained patient data in Electronic Health Records (EHR).
- - Assisted with billing inquiries, resolving discrepancies professionally.
- - Collaborated with healthcare staff to ensure seamless care and compliance.
- - Educated patients on policies, procedures, and available services.
- Coordinated referral management with 50 person clinic staff to provide optimal access to specialty care.
Customer Service Representative (Remote)
Liveops
05.2021 - 05.2023
- - Managed 50 inbound and outbound calls, resolving inquiries promptly.
- - Delivered empathetic service to resolve complaints and retain customer loyalty.
- - Documented all interactions accurately in company CRM systems.
- - Maintained professionalism and composure in fast-paced environments.
- Resolved customer inquiries through multi-channel communication, ensuring high satisfaction levels.
- Managed order processing and fulfillment, maintaining accuracy in customer transactions.
Technical Support Specialist (Remote)
Direct Interactions, Inc.
03.2019 - 04.2021
- - Delivered remote technical support, explaining solutions clearly to non-technical users.
- - Resolved complex issues quickly, improving customer retention.
- - Documented technical problems and resolutions for knowledge base.
- Resolved 40 technical issues through effective troubleshooting and customer communication.
- Provided training and support for new software implementations to enhance user experience.
Sales Associate / Customer Service
Concentrix
01.2017 - 02.2019
- - Provided outstanding service and exceeded customer expectations.
- - Resolved 50 orders and inventory issues, improving fulfillment accuracy.
- - Handled cash transactions and maintained compliance with company policies.
- Enhanced customer satisfaction through proactive engagement and personalized service.
- Trained new associates on product knowledge and sales techniques to improve team performance.
Education
BBA - BUSINESS ADMINISTRATION AND MANAGEMENT
PENSACOLA JUNIOR COLLEGE
Pensacola, FL08-2010
Skills
- Native Spanish speaker with English fluency
- Call center operations expertise
- Data Entry (45 WPM)
- Proficient in EHR and CRM software
- Proficient in Microsoft Word, Excel, and Outlook
- Healthcare compliance expertise
- Remote technical support
- Effective communication in conflict situations
- Appointment management
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Healthcare Representative
InfoCision
06.2023 - 09.2025
Customer Service Representative (Remote)
Liveops
05.2021 - 05.2023
Technical Support Specialist (Remote)
Direct Interactions, Inc.
03.2019 - 04.2021
Sales Associate / Customer Service
Concentrix
01.2017 - 02.2019
BBA - BUSINESS ADMINISTRATION AND MANAGEMENT
PENSACOLA JUNIOR COLLEGE