Bilingual Administrative & Customer Support Specialist

Stephanie Gonzalez

Jasper, AL ***** +1-205-***-**** ******.*.***@*****.***

Professional Summary

Bilingual (English/Spanish) administrative and customer service professional with 7+ years of experience supporting healthcare, insurance, legal, and remote call center environments. Highly skilled in CRM systems, scheduling, data entry, and high-volume customer communication. Recognized for accuracy, adaptability, and calm, solution-focused support in high-pressure environments.

Willing to relocate: Anywhere

Work Experience

Customer Service Specialist

Five Star Call Centers Remote

December 2025 to April 2026

• TEMPORARY ASSIGNMENT

• Maintain detailed and accurate CRM documentation, case notes, and customer records across multiple systems

• De-escalate customer concerns and deliver timely, effective resolutions while meeting quality standards

• Support customers via phone while navigating 3–5 systems simultaneously

• Guide customers through website registration, account setup, and basic troubleshooting Customer Service Specialist

Startek Remote

November 2024 to September 2025

• Resolved high-volume customer inquiries efficiently while meeting performance and quality metrics

• Documented all customer interactions accurately within CRM systems

• Managed complex service issues requiring escalation, de-escalation, and follow-up

• Maintained consistent customer satisfaction in a fast-paced call center environment Bilingual Intake Specialist

Alexander Shunnarah Trial Attorneys Remote

November 2023 to June 2024

• Conducted 15–25 detailed client intakes daily in English and Spanish

• Collected, verified, and documented sensitive legal and personal information with accuracy

• Ensured compliance with confidentiality standards and documentation requirements

• Adapted quickly to updated legal intake procedures and workflow changes Insurance Benefits Specialist / Training Supervisor Continuum Global Solutions Remote

July 2021 to September 2023

• Verified insurance eligibility, benefits, and coverage details for patients

• Addressed patient billing questions and resolved insurance-related concerns

• Promoted to Team Lead, supervising staff performance and monitoring quality metrics

• Advanced to Training Supervisor, creating and delivering onboarding and ongoing training programs

• Supported team success through coaching, process clarification, and quality feedback Education

Paraprofessional (Certificate)

CTAE

February 2017 to February 2017

Community Technical Adult Education (GED)

Marion Technical College

November 2011 to December 2011

Upper secondary education

Skills

Ethernet Managing patient records Achieving HIPAA compliance Operating systems Sales Phone communication Customer Service & Client Support Training, Coaching & Team Support Remote Call Center & Telehealth Support Multi-line phone systems - Multi-line phone system experience

(11–15 years) Insurance & benefits portals Data Entry & Accurate Record Keeping Medical & Insurance Knowledge (HIPAA, verification, billing basics) Microsoft Outlook Attention to detail Phone call management Handling patient inquiries Zendesk Microsoft Word Scheduling & Calendar Management EMR/EHR Maintaining patient confidentiality Salesforce Typing Patient interaction Outbound calling Windows Training delivery Customer training Languages

Spanish - Fluent

Bilingual

English - Expert

Additional Information

Authorized to work in the US for any employer

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