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Mary Christine Esparagoza

@marychristineesparag

Customer support specialist at iQor PH who supported customers by phone, chat, and email and coordinated escalations through resolution.

Philippines

Message

At iQor PH, I supported customers by phone, chat, and email, maintaining CRM records, account updates, and case notes. I coordinated follow-ups and escalations through resolution.

At Transcom – Iloilo, I assisted customers with billing, account concerns, and service inquiries. I maintained customer records and coordinated escalated concerns with internal departments.

At Concentrix – Iloilo, I provided technical and account support and guided customers through troubleshooting steps. I also documented service requests and supported case tracking and follow-up.

At Startek – Iloilo, I supported customers with technical and account-related concerns through structured troubleshooting and maintained service documentation. My NEO VA – General Virtual Assistant Training covered inbox and calendar management, data entry, web research, and lead generation.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

iQor PH

Feb 2024 - Jul 2026 (2 years 5 months)

Provided customer support by phone, chat, and email, maintaining CRM records and coordinating follow-ups and escalations. Supported reporting, tracking, and workflow coordination while managing multiple customer concerns.

Customer Support CRM Case Management Escalation coordination Documentation Reporting Workflow Coordination

Retention Service Representative

Transcom

May 2023 - Jan 2024 (8 months)

Assisted customers with billing, account concerns, and service inquiries, maintaining accurate records and case notes. Coordinated escalated concerns with internal departments and supported daily team reporting and administrative tasks.

Customer Support Billing Support Account Management CRM Case Notes Escalation coordination Reporting Administrative Support

Technical Support Representative

Concentrix

Oct 2021 - Apr 2023 (1 year 6 months)

Provided technical and account support through phone, email, and chat, identifying issues and guiding customers through troubleshooting. Documented interactions and service requests, supporting case tracking and follow-up communication.

Technical Support Troubleshooting Account Support Documentation Case Tracking Follow up Communications

Technical Support Representative

Startek

Oct 2019 - Aug 2021 (1 year 10 months)

Supported customers with technical and account-related concerns through structured troubleshooting. Updated customer records, maintained service documentation, and collaborated with team members on issue tracking and follow-up.

Technical Support Troubleshooting Account Support Documentation Collaboration Issue Tracking

Education

Degrees, certifications, and relevant coursework

NEO VA

General Virtual Assistant Training, Virtual Assistant

Completed General Virtual Assistant Training in April 2026, covering inbox and calendar management, data entry, web research, lead generation, and administrative support.