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Kristal Mae Alava

@kristalmaealava

Technical Support Specialist at Canva investigating software issues, tracing root causes, and escalating confirmed product bugs.

Philippines

Message

At Canva Solutions Inc., I investigate complex software issues, identify root causes, and route confirmed product bugs to product and engineering teams with clear documentation.

I also manage escalated billing disputes, fraud investigations, and account access cases, and coordinate with product, engineering, and support teams during live incidents. I use Zendesk, Jira, and Confluence to track cases and document recurring issues, workflows, FAQs, and response templates.

Before my current role, I processed print-related requests at Canva and streamlined support documentation. My experience also includes customer service at AXA Philippines and Filinvest Alabang Inc., and technical support for iPhone and Android devices at Convergys.

Experience

Work history, roles, and key accomplishments

Current

Service Escalation Expert

Current

Canva Solutions Inc.

Mar 2022 - Present (4 years 7 months)

Investigates complex software issues escalated from frontline support, identifies root causes, and routes confirmed bugs to product and engineering teams. Manages escalated billing disputes, fraud investigations, and account access cases end to end.

Zendesk Jira Confluence Troubleshooting Root Cause Analysis Issue escalation Case Management Documentation Cross Functional Collaboration

Print Specialist

Canva Solutions Inc.

Apr 2021 - Mar 2022 (11 months)

Processed high volumes of print-related customer requests accurately while meeting service-level deadlines. Streamlined support processes and mentored new team members.

Customer Support Process Improvement Mentorship Documentation

Customer Service Executive

AXA Philippines

Mar 2020 - Jul 2020 (4 months)

Delivered customer support for complex insurance concerns, providing accurate information and clear explanations while following established policies.

Customer Service Insurance Communication Skills

High-End Customer Service Representative

Filinvest Alabang Inc.

Aug 2018 - Feb 2020 (1 year 6 months)

Managed escalated customer concerns across real estate and telecommunications accounts in fast-paced environments, maintaining professional interactions and service quality.

Customer Service Escalation Management Communication Skills