Samuel Serrano

I bring a practical, people-first approach from working as a Field surveyor in Medellin Metro lines, where I was in charge of engaging in a pleasant conversation with passengers to achieve a satisfactory survey in the shortest possible time. I developed effective communication, adaptability, time management, customer orientation, goal achievement, proactivity, and responsibility.

In my current role as a Customer Expert at a PR/US call center, I support businesses through customer service, consultative sales, customer retention, and first-level technical support. I focus on KPI compliance (Sales, Retention, AHT, FCR), improving customer experience, resolving incidents, escalating when needed, and turning service interactions into sales and loyalty opportunities—using consultative sales management, up-selling, cross-selling, and retention strategies.