Ericka Jane Villaluna --

Customer Success Specialist

Snappr

Jun 2023 - Current (3 years 5 months)

I am a Tier 3 Support Apprentice handling escalations for photo and video quality disputes on a photography and videography matchmaking platform. My role involves assisting both clients and photographers with their accounts and bookings, managing escalations and backlogs, and triaging new tickets. We primarily assist users with communication issues, rescheduling, and cancellations. Additionally, a core part of my role as a Tier 3 apprentice is supporting frontline agents to help improve their KPI scores, as my own performance is tied to their success.

Customer Success Specialist

Snappr

Jun 2023 - Current (3 years 5 months)

Deliver Tier 2 support via chat, email, and phone, handling complex issues and escalations. Resolve photo and video quality disputes through cross-functional collaboration. Manage cases using Freshdesk, Slack, Google Workspace, and internal tools. Improve workflows through SOPs, templates, and process optimization. Analyze trends to enhance resolution efficiency and customer experience. Acted as a primary escalation point for sensitive B2B and consumer inquiries, ensuring transparent, high-touch communication and de-escalating high-pressure disputes. Managed professional relationships with corporate clients, delivering precise project specifications and maintaining brand trust across fast-paced environments. Streamlined complex inquiry work

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Customer Service Representative

Peak Support Philippines

Sep 2020 - Dec 2022 (2 years 4 months)

Provided e-commerce customer support via chat, email, and phone, handling orders, accounts, billing, and product concerns. Utilized CRM platforms to document cases and collaborate with internal teams for timely resolution.

Technical Service Representative

Teleperformance Philippines

Sep 2020 - Dec 2022 (2 years 4 months)

I worked as a Technical Support Representative (TSR) for a telecommunications account, assisting clients with accessing their subscriptions, purchasing channels, and finding special deals. I also troubleshot black box (set-top box) issues. Additionally, I have experience handling voice calls, emails, and live chats in this field.

Technical Support Representative

Teleperformance Philippines

Jul 2019 - Aug 2020 (1 year 2 months)

Provided e-commerce customer support via chat, email, and phone, handling orders, accounts, billing, and product concerns. Utilized CRM platforms to document cases and collaborate with internal teams for timely resolution.

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Owner

Pahila Film Production

Jan 2019 - Current (7 years 10 months)

I am a freelance event photographer and videographer who manages the entire production lifecycle, from online client acquisition and promotions to shooting and editing. Depending on the client's needs, I often cover videography and partner with trusted professional photographers to deliver a complete photo and video package. As a solopreneur, I also handle all customer service, sales, and overall business operations. Managed B2B and consumer real estate media production, overseeing the creation and quality control of high-impact marketing assets, including virtual tours and listing photos. Ensured all digital deliverables met rigorous brand and technical standards, optimizing them for digital listing platforms and client campaigns to suppor

Ericka Jane Villaluna

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Ericka Jane Villaluna

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