Lester Bernales

Teleperformance (March 4, 2019 – July 09, 2021)
As a Customer Service Representative, Technical Support, and Sales professional, I resolved customer issues via calls and emails, maintaining client records and processing accounts. I focused on building long-term customer relationships by identifying needs, providing timely solutions, and following up to ensure satisfaction. I also gathered and analyzed data to generate detailed reports, ensuring accuracy and adherence to company protocols.

Accenture (August 31, 2021 – February 18, 2022)
As a Customer Service Representative, I handled account management, addressing customer issues over the phone and through email. I provided accurate information, followed strict communication policies, and resolved concerns efficiently. I was responsible for gathering and analyzing customer data to prepare reports, fostering trust through open communication to ensure customer satisfaction.

GC Services International, LLC (July 11, 2022 – April 26, 2023)
As a Unit Manager, I led a team, ensuring daily operations met performance goals. I provided training, monitored progress, and implemented process improvements. I managed resource allocation and prepared performance reports for senior management. Additionally, I maintained open communication with my team, fostering a positive environment while addressing conflicts and ensuring customer service standards were met.

Telus International (October 02, 2023 – July 15, 2024)
As a Technical Support Tier III specialist for Google Workspace, I handled advanced troubleshooting for issues related to Gmail, Google Drive, and other tools. I resolved escalated cases involving account management, security, and integration problems, collaborating with Google’s product and engineering teams. I mentored lower-tier support teams, documented solutions, and ensured customer satisfaction through efficient resolutions within established SLAs.