Open to opportunities

Kenneth Estrada

@kennethestrada

Bilingual customer support specialist with technical troubleshooting expertise and strong leadership in high-volume environments.

United States

Message

What I'm looking for

I seek a customer-facing technical support or operations role where I can use bilingual communication, technical troubleshooting, and team leadership to improve service and efficiency.

I am a bilingual (English/Spanish) customer support specialist with hands-on experience resolving technical issues for consumer electronics and healthcare clients. I combine technical troubleshooting—particularly with iOS and macOS devices—with fast, empathetic service in high-volume call centers.

My experience includes improving service delivery at Apple product support, providing urgent medical equipment logistics and support for hospitals, and offering bilingual system support and translations for educational software. I have led teams, managed large call volumes, and coordinated between staff and management to maintain safety and efficiency.

I am pursuing a PhD in English and bring strong communication, problem-solving, and cross-cultural skills to customer-facing and operational roles. I seek opportunities where I can apply technical support, bilingual communication, and leadership to improve customer experience and operational outcomes.

Experience

Work history, roles, and key accomplishments

Product Expert

Concentrix

Mar 2025 - Dec 2025 (9 months)

Resolved complex technical issues for customers using iOS, macOS, and Apple devices while delivering exceptional service in a high-volume call environment and collaborating with senior advisors to improve service efficiency.

Customer Service Troubleshooting Call Center Operations

Customer Care Specialist

Agiliti Health

Aug 2023 - Feb 2025 (1 year 6 months)

Provided rapid customer service to hospitals and care facilities for urgent medical equipment needs, handling delivery, pickup, repair, replacement, and consignment orders while managing a regular call volume of 447+ calls/week.

Customer Support Medical Equipment Logistics Order Management Triage

Bilingual Customer Support Agent

Carnegie Learning

Jul 2018 - Jul 2019 (1 year)

Provided system and technical support in English and Spanish for teachers, students, and parents using mathematics software, translated product manuals into Spanish, and handled incoming international support calls from South America.

Bilingual Support Technical Support Translation Data Entry Troubleshooting

Preload Supervisor

United Parcel Service

Jan 2018 - Jul 2018 (6 months)

Oversaw and delegated 90 package handlers to ensure safe, efficient loading operations, conducted daily pre-shift safety meetings, and mediated communications between management and employees.

Team Leadership Logistics Operations Management Communication Training