Kervin Egloria
Senior Customer Service | Technical Support | Lead Generation Specialist
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About
Dedicated Senior Customer Service and Technical Support Specialist with a decade of experience assisting customers across SaaS platforms, telecommunications, subscription services, and solar energy accounts. Experienced in Level 1 technical support, email ticket management, remote diagnostics, CRM systems, billing resolution, customer retention, lead generation, outbound calling, and appointment setting. Recognized for strong troubleshooting skills, clear communication, and consistent performance in high-volume, fast-paced environments.
Experience
Customer Support Specialist, Retention Team - Homeaglow
(2026-03)
- Provide email and phone support, assisting customers with service, membership, billing, appointment, and account concerns.
- Handle retention cases by investigating cancellation reasons, addressing concerns, and providing appropriate solutions to help retain customers.
- Resolve customer issues through effective communication, de-escalation, account adjustments, refunds, credits, and other appropriate resolutions.
Dialing Agent - 1840 & Company - Remote
(2025-11 - 2026-01)
- Averaged 570 outbound calls and 30 accurate transfers daily.
- Verified and qualified leads to support client sales pipelines.
- Utilized LaunchQ for queue management and workflow tracking.
Email Customer Support - 1840 & Company - Remote
(2025-05 - 2025-10)
- Supported SaaS platform users through step-by-step troubleshooting.
- Managed high-volume ticket queues using Zendesk and R101.
- Maintained strong customer satisfaction and SLA compliance.
Inbound Customer Support Specialist - ClearSource BPO - Remote
(2024-01 - 2024-12)
- Assisted customers with billing inquiries, payments, and repair tickets.
- Performed remote diagnostics for solar monitoring systems.
- Contributed to team performance and customer satisfaction goals.
Lead Generation / Appointment Setter - Nexplore USA - Remote
(2023-11 - 2023-12)
- Conducted lead research to gather accurate contact information (name, phone number, email).
- Encoded and maintained lead databases using Google Sheets.
- Performed outbound cold calls to qualify prospects and introduce client services.
- Scheduled appointments using Calendly.
- Used RingCentral for outbound dialing and call tracking.
Technical Support Specialist - Concentrix - Remote
(2021-01 - 2023-10)
- Provided hardware and software troubleshooting for HP EMEA customers.
- Managed subscription services and billing adjustments.
- Delivered remote configuration and connectivity support.
Customer Service / Sales Specialist - VXI Global Solutions
(2019-07 - 2020-12)
- Resolved billing and device concerns while supporting sales targets.
- Maintained strong customer relationships and service quality.
Technical Support Specialist - TeleTech
(2016-08 - 2017-03)
- Troubleshot internet, TV, and phone service issues.
- Ensured efficient resolution and minimized repeat contacts.
Retentions & Billing Specialist - Teleperformance
(2014-12 - 2016-04)
- Processed subscription billing and handled retention cases.
- Strengthened customer loyalty through effective problem-solving.
Technical Support Specialist - Teleperformance
(2013-11 - 2014-05)
- Provided technical troubleshooting for TV, internet, and phone services.
Customer Service / Sales Representative - Alorica
(2013-08 - 2013-10)
- Supported sales operations and account management.
Education
Bachelor of Science - Information Technology - Quezon City University
