Lorena Serna
@lorenaserna
I deliver empathetic bilingual customer support and quality assurance across fintech, e-commerce, and BPO environments.
ColombiaWhat I'm looking for
I'm currently supporting customers at Keep, a fintech startup, through chat and email. I resolve inquiries, document cases in the CRM, and coordinate escalations to maintain a consistent user experience.
I've also handled customer inquiries, orders, shipping issues, and follow-up at Sola Wood Flowers across phone, email, and chat channels. I work with Notion, HubSpot, Twilio, Courier, LogRocket, Claude, and ChatGPT to streamline case management.
At Sutherland Global Services, I evaluated collections customer-service interactions, coached agents on compliance and customer experience, identified quality trends, and managed client accounts. I'm looking to keep growing in customer service and customer experience while learning in new environments.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Keep
Jun 2025 - Present (1 year 3 months)
Provide timely, empathetic support to customers via chat and email, resolving inquiries and issues efficiently. Collaborate with other teams to escalate and resolve complex cases, ensuring a consistent user experience.
Customer Service Representative
Sola Wood Flowers
Jan 2024 - Jan 2025 (1 year)
Handled customer inquiries and orders via phone, email, and chat, ensuring a positive shopping experience. Resolved order and shipping issues, coordinating with logistics and fulfillment teams.
Evaluated customer service interactions within the collections campaign under quality standards. Provided feedback and coaching to agents to improve compliance and customer experience.
Managed client accounts, handling requests and ensuring compliance with service agreements. Built and maintained strong client relationships through proactive communication.
Education
Degrees, certifications, and relevant coursework
Universidad Simón Bolívar
Bachelor's Degree, Psychology
Pursuing a degree in Psychology, currently in the 7th semester.
Universidad del Atlántico
Certificate, English
Completed an English program in 2021.
Availability
Location
ColombiaAuthorized to work in
Job categories
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