Edralyn Columna
@edralyncolumna
I resolve complex streaming, billing, and account escalations across chat, voice, and social support.
PhilippinesWhat I'm looking for
Successfully resolved a high volume of complex billing and account escalations, consistently maintaining a 98% to 100% customer satisfaction score. Demonstrated strong SLA adherence while effectively utilizing tools such as Salesforce, ServiceNow, and other CRM platforms.
As an Ad-Hoc SME and temporary Team POC, I've provided real-time guidance during peak periods, supported queue health, and helped teams navigate complex customer scenarios.
I've also mentored new hires during nesting, delivered peer coaching to improve first-contact resolution, and expanded into public-facing social media support to protect customer experience and brand reputation.
Experience
Work history, roles, and key accomplishments
Resolved complex billing and technical issue for a highly agitated customer, avoiding potential customer churn. Took complete ownership of the difficult situation by thoroughly investigating and uncovering the root cause, which led to a first contact resolution on their account. Successfully restored service access, delighting the customer and resulting them retaining their subscription with us.
Customer Support Specialist
Global Streaming Platform
Handled multichannel support for a global streaming platform, including live chat, voice, and social media. Managed escalations, technical troubleshooting, and billing disputes while serving as an ad-hoc SME and mentor.
Education
Degrees, certifications, and relevant coursework
Taguig City University
Bachelor of Science, Psychology
2015 - 2019
Bachelor of Science in Psychology from Taguig City University, completed from 2015 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
Job categories
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