Lourdes Bernal
@lourdesbernal
Bilingual technical customer support specialist delivering empathetic, efficient solutions for hardware and software issues.
United StatesWhat I'm looking for
I am a bilingual (English/Spanish) technical customer experience specialist with over six years supporting consumer devices and services.
I have provided Tier 1–2 technical support for smart home and Apple devices, diagnosing and resolving software and hardware issues while documenting cases and reporting trends for continuous improvement.
I have experience mentoring team members, handling escalations professionally, supporting product launches and critical incidents, and collaborating with cross-functional teams to improve processes and customer outcomes.
I prioritize clear, timely communication, strong attention to detail, and quickly mastering new tools and systems to enhance the customer experience.
Experience
Work history, roles, and key accomplishments
Customer Experience Specialist
Blink (Amazon)
Nov 2024 - Present (11 months)
Provided Tier 1–2 technical support for Blink smart home devices, diagnosing and resolving software and hardware issues, documenting cases, and supporting product launches and critical incidents to maintain service quality.
APOffered technical support and repair solutions for macOS and iOS devices, diagnosed hardware/software issues, assisted with device and account setup, and managed escalations to ensure customer satisfaction.
ATSupervised and coached sales consultants, oversaw retail operations and inventory, supported product rollouts and system migrations, and coordinated events to drive customer traffic.
ATManaged customer accounts and device activations, investigated inventory discrepancies across 2,000+ items, and supported in-store sales and service operations.
Education
Degrees, certifications, and relevant coursework
GCGoogle IT Support Professional Certificate (Coursera)
Professional Certificate, Information Technology
In progress: Google IT Support Professional Certificate via Coursera.
GCGoogle Cybersecurity Certificate (Coursera)
Professional Certificate, Cybersecurity
In progress: Google Cybersecurity Certificate via Coursera.
Advanced Technician in Risk and Insurance
Risk and Insurance
2015 - 2015
Completed Advanced Technician in Risk and Insurance program (January 2015 - November 2015).
University Institute "Antonio José de Sucre"
Attended the University Institute Antonio José de Sucre; specific program and dates not provided.
Evergreen College
Attended Evergreen College; specific program and dates not provided.
Certified in English as a Second Language
English as a Second Language
Completed a certification in English as a Second Language; issuer and dates not provided.
PC Imaging with MDT & Laplink (Self-Training)
IT Support
Self-training in PC imaging using MDT and Laplink; dates and credential not provided.
ServiceNow ITSM Basics (Self-Training)
IT Service Management
Self-training in ServiceNow ITSM basics; dates and credential not provided.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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