Felipe Serna

Customer Service Representative (Chat & Phone Support) at AT&T (2024-10 – 2025-04)

Managed up to 7 concurrent chat sessions, handling approximately 7–11 incoming chats per hour while resolving routine issues on first contact and taking ownership of complex cases through to resolution.
Resolved billing, account change, technical support, and complaint inquiries via live chat and inbound calls using a CRM, ticketing system, billing tools, and an internal knowledge base.
De-escalated frustrated customers through active listening, empathy, and solution-focused communication, setting accurate expectations and avoiding unsupported promises.
Maintained a low repeat-contact rate by fully resolving cases and keeping customers informed throughout the process.
Documented every interaction and case activity accurately in internal systems while protecting confidential customer and account information.
Delivered bilingual support in English and Spanish, adapting communication to each customer’s needs.

Project Crew Lead at IMPERIAL CLEANING (2025-06 – 2026-05)

Served as the primary client contact across commercial, residential, retail, educational, and healthcare sites, resolving questions, concerns, and unexpected issues quickly and professionally.
Led crews of 1–3 while independently managing about one project per day, including multi-day projects requiring continuous client follow-up.
Communicated with clients and management by phone, email, and digital channels; maintained project records and performed quality-control inspections.

Project Crew Lead at DIRECT CLEAN (2020-01 – 2024-06)

Served as the primary point of contact for clients, understanding their needs and coordinating service delivery to meet expectations.
Led crews of 1–8, managing projects independently across the Tri-State Area and adapting to changing client priorities.
Handled customer concerns with sound judgment, documented progress, and followed up to ensure work met expectations; served customers in English and Spanish.

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