Felipe Serna

Bilingual (English/Spanish) live chat support professional with hands-on experience at AT&T managing up to 7 concurrent chats in a high-volume environment. Resolves billing, account, and technical issues on first contact, takes ownership of complex cases through resolution, and keeps repeat contacts low. Fast, accurate typist (56 WPM, 97.6% accuracy) who de-escalates frustrated customers with empathy and clear communication. Available for fully remote roles with flexible scheduling.

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.

High School Diploma – Colombia (2010)

Cybersecurity Studies – Google Cybersecurity (Coursera) & TryHackMe