Erika Serna
Harlingen,USA
Summary
Dedicated and detail-oriented with years of experience in Customer Service, Property Management, Account Payables, HIPPA experience and Human Resources. Proven ability to handle high-volume phone and in-person interactions while maintaining professionalism and efficiency. Strong background in tenant relations, payroll processing, office coordination, cash handling, invoicing and conflict resolution. Known for excellent communication skills, organization, and delivering exceptional customer service.
Overview
14
14
years of professional experience
Work History
Bilingual Customer Service Representative
Foundever
05.2026 - Current
- Provide bilingual customer support by assisting members with account inquiries and service related questions.
- Follow HIPPA privacy and confidentiality procedures to protect sensitive health information.
- Use Maestro to document customer interaction, access account information, and resolve customer concerns.
- Utilize Kronos for timekeeping and scheduling.
- Maintain accurate call documentation while meeting quality, productivity, and customer satisfaction goals.
- Deliver professional, empathetic service while resolving issues efficiently in a fast-paced call center environment.
Community Director
Homesprings Residential Services
07.2021 - 04.2026
- Oversee daily property operations including leasing, renewals, move-outs, and resident relations.
- Provide high-level customer service by addressing resident concerns promptly via phone, email, and in-person communication.
- Manage staff responsibilities and conduct weekly team meetings to ensure smooth operations.
- Managed accounts receivables for the property and work on delinquent accounts to ensure rent collection is received.
- Processed daily invoices and ensure all services are accurate and coded to their corresponding vendor.
- Deposit all rent collections to Frost Bank and their corresponding ledger into Yardi.
- Coordinate with maintenance and vendors to ensure any required services are scheduled and completed as well as staff and vendor coordinations for any upcoming property events.
- Ensure all employees timecards are accurate and ready to submit to Payroll.
- Work closely with compliance department to ensure all residents files are up to date for any scheduled state audits.
Human Resources / Administrative Assistant
Season Primary Home Care
07.2018 - 04.2021
- Provide high-volume phone support to employees and applicants, answering questions and resolving issues promptly.
- Managed employees inquiries related to payroll, insurance benefits, and scheduling with professionalism and accuracy.
- Processed onboarding, terminations, and employment documentation efficiently.
- Conducted background checks, handled employee records, employment verifications, and all unemployment claims.
- Verified payroll data and handled any direct deposits changes using Quickbooks.
- Maintained detailed and organized records while ensuring confidentiality.
Receptionist / Data Entry Clerk
Valley Doctors Clinic
08.2012 - 04.2014
- Managed incoming calls, scheduled appointments and assisted patients with questions and concerns.
- Coordinated referrals, reminders, and follow-ups to ensure continuity of care.
- Maintained accurate data entry and patient records in a fast-paced medical environment.
- Processed patient intake documentation accurately ensuring compliance with HIPAA regulations.
Education
High School Diploma -
Los Fresnos High School
01-2012
Skills
- Time Management
- Multitasking
- Customer Service Relations
- Microsoft Word, Excel, Outlook, and Teams
- Strong Communication Skills
- Reliable
- Detail Oriented
- Adaptable Team Player
- Fast Leaner on new job setting and duties
- Strong ability to remain calm under pressure
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Foundever
05.2026 - Current
Community Director
Homesprings Residential Services
07.2021 - 04.2026
Human Resources / Administrative Assistant
Season Primary Home Care
07.2018 - 04.2021
Receptionist / Data Entry Clerk
Valley Doctors Clinic
08.2012 - 04.2014
High School Diploma -
Los Fresnos High School