Customer Service Specialist

Karla Fuka

San Antonio, TX • 726-***-**** • *********@*****.***

PROFESSIONAL SUMMARY

Reliable and adaptable professional with over 14+ years of experience across customer service, insurance support, and administrative operations. Licensed in Property & Casualty insurance across nearly all U.S. states. Skilled at policy servicing, account updates, coverage explanation, and documentation accuracy in high-volume, compliance-focused settings. Excels in remote communication, data entry, and cross-functional coordination. Bilingual in English and Spanish. Open to roles in insurance support, healthcare coordination, and customer-facing environments. CORE SKILLS

● Property & Casualty Licensed Insurance Professional (Multi-State, Active)

● Multi-System Navigation & Internal Documentation

● Benefits and Coverage Explanation (Including PIP Overview)

● Customer Service & Conflict Resolution

● Remote Call Center Tools (Zoom, Slack, Outlook, CRM tools)

● Microsoft Office Suite (Word, Excel, Outlook)

● High-Volume Data Entry & Records Management

● Bilingual (English/Spanish)

PROFESSIONAL EXPERIENCE

USAA — Insurance Professional III (Property & Casualty) San Antonio, TX (Remote/Hybrid) March 2023 – July 2025

● Onboarded members and serviced auto/home insurance policies in a fast-paced environment.

● Explained state-specific PIP coverage, including Michigan and Florida, during policy setup.

● Verified account updates and maintained clear documentation using internal platforms.

● Communicated effectively with members regarding policy rules, billing, and changes.

● Collaborated with claims, underwriting, and other departments to resolve inquiries accurately.

AT&T Corporate — Sales & Customer Service Associate San Antonio, TX April 2022 – March 2023

● Provided in-person assistance with account setup, billing questions, and device troubleshooting.

● Processed in-store bill payments, handled daily cash balancing and register reconciliation.

● Educated customers on new products and services.

● Maintained high performance metrics in a fast-paced corporate retail setting. Spectrum — Customer Service Specialist

San Antonio, TX April 2019 – March 2022

● Supported customers with billing, service upgrades, and troubleshooting cable/internet/phone issues.

● Resolved customer concerns, processed payments, and documented service requests.

● Met performance goals while maintaining high customer satisfaction. AT&T Prime Communications — Sales Associate / Assistant Manager / Manager San Antonio, TX April 2011 – March 2019

● Managed store operations for an authorized AT&T retailer.

● Assisted customers with new phones, upgrades, account support, device troubleshooting, and escalations.

● Trained new hires and coached team members on sales processes and customer service.

● Monitored inventory of devices and accessories, received shipments, and maintained organized stock to support smooth sales operations.

● Balanced cash drawers, completed opening/closing procedures, and exceeded sales targets.

King’s Christian Academy — Administrative Assistant San Antonio, TX August 2016 – December 2019

● Provided front-desk support, answered calls, and assisted staff and students.

● Maintained confidentiality records and assisted teachers and staff with daily tasks.

● Supported event coordination and parent communications. Pretzel Maker — Team Member

San Antonio, TX July 2008 – March 2011

● Handled register, prepared food, ensured excellent customer service.

● Maintained cleanliness and food safety standards in a fast-paced environment. CERTIFICATIONS & LEADERSHIP

● Licensed Insurance Producer — Multi-State, Active (Property & Casualty, Auto, Homeowners)

● Former Youth Leader, Local Church — Provided mentorship, event support, and youth guidance

EDUCATION

Associate of Applied Science (A.A.S.), Digital Design – Graphic Certification San Antonio College Graduated 2011

REFERENCES

Available upon request.

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