Kai Galgana Email & Phone Number

Quezon City, NCR, PH

Makati, National Capital Region, Philippines

I lead a team of Canva's amazing Customer Happiness specialists, helping them build their skills and empower them to deliver world-class customer service to our users.

I worked on improving systems and processes that support our Customer Happiness Specialists, actively collaborating with various product and engineering teams and other stakeholders. I also helped with training and upskilling Subject Matter Experts and answering help requests that required higher escalation.

I answered escalated help requests, identified areas of opportunities in our processes to help manage and reduce escalations, and collaborated with stakeholders to resolve these opportunities.

Quality auditor and subject matter expert for a job search moderation campaign responsible for monitoring moderation accuracy and piloted soft skills auditing for outbound calls.

Assists customers with account-access related concerns

Phone and email support specialist for a travel website assisting users with account and booking concerns

Program specialist for a US-based satellite TV campaign assisting users with accounts and billing concerns.