Wella Solamin

Dedicated Customer Support Professional with over four years of experience delivering high-quality, email-based support and ticket management for an educational training platform. Skilled in technical troubleshooting, account access resolution, and escalation management, while providing additional administrative support to university clients. Committed to thorough inquiry follow-through and empathetic customer communication.

Customer Support at Get Inclusive (2020-08 – 2024-12)

• Managed high-volume email customer support tickets via Help Scout for an educational training platform, resolving student and faculty inquiries within a strict 24-hour response window.
• Investigated course access, login, and video/audio playback issues across multiple web browsers, guiding users through troubleshooting steps or recreating text-based module content when necessary.
• Handled sensitive student concerns with empathy and strict confidentiality, promptly escalating priority matters to appropriate university administrators.
• Escalated reproducible technical bugs and unfamiliar cases to internal technical teams, tracking pending issues in Google Sheets to ensure consistent customer follow-through.
• Assisted university administrators with operational workloads by processing student rosters using Excel, CSV files, and Google Sheets, verifying email addresses and resolving data discrepancies.
• Guided university administrators through dashboard procedures with step-by-step instructions and screenshots, and generated exported completion reports upon request.

Associate in Computer Technology (Vocational Course) – Northeastern Cebu Colleges (NCC) (2007 – 2008)