Rosaura Fortuna
Davenport,FL
Summary
Bilingual Customer Service Professional with over 10 years of experience supporting customers, resolving complex issues, and managing high-volume workloads across insurance, travel, and administrative environments. Experienced in remote customer support, claims processing, CRM systems, and accurate documentation. Recognized for strong communication, attention to detail, and providing professional, solution-focused service.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Claims Contact Center Representative
USAA
Tampa, FL
07.2025 - Current
- Assist members, claimants, attorneys' offices, and healthcare providers in answering questions, resolving concerns, and explaining claim procedures.
- Review insurance policies, claim details, and supporting documentation to ensure accurate claim processing.
- Maintain detailed electronic records while following company procedures and confidentiality standards.
- Coordinate with internal departments and external parties to resolve customer concerns efficiently.
- Manage high-volume workloads while meeting quality, productivity, and customer service expectations.
Customer Service Administrator
Southeastern Freight Lines
Orlando, FL
07.2022 - 06.2025
- Coordinated freight shipments and scheduled pickups, ensuring timely deliveries.
- Prepared and reviewed bills of lading, freight invoices, and shipping documentation.
- Maintained accurate shipment records within freight management software.
- Recognized with the Eagle Award for exceptional customer service and operational support.
Administrative Assistant
La Rosa Realty Inc
, FL
10.2021 - 06.2022
- Maintained organized and confidential client, property, and transaction records.
- Prepared contracts and purchase agreements, closing documents, and other administrative paperwork.
- Tracked transaction deadlines and coordinated follow-up with clients, agents,and other parties involved.
- Updated property information in MLS and maintained accurate client databases.
Customer Service Guest Specialist
Booking.com, Priceline Group
Orlando , FL
07.2015 - 09.2021
- Resolved customer inquiries, booking concerns, disputes, and service issues through phone, email, and online systems.
- Maintained accurate documentation of customer interactions within CRM systems.
- Coordinated with hotel partners and internal departments to resolve complex concerns.
- Consistently exceeded performance expectations and supported peers' training and team activities.
Skills
- Customer service
- Bilingual English/ Spanish
- CRM Software
- Conflict resolution
- Remote Customer Support
- Claims Processing
- Data Entry
- Written Communication
Certification
- High School Diploma, John F. Kennedy High School
Florida All-Lines Insurance Adjuster License, Licensed Real Estate Sales Associate
Timeline
Claims Contact Center Representative
USAA
07.2025 - Current
Customer Service Administrator
Southeastern Freight Lines
07.2022 - 06.2025
Administrative Assistant
La Rosa Realty Inc
10.2021 - 06.2022
Customer Service Guest Specialist
Booking.com, Priceline Group
07.2015 - 09.2021