Jo Ngan Email & Phone Number

Barcelona, Catalonia, Spain

- Respond to customer inquiries, accurately identifying their needs to propose actionable feature enhancements, ensuring alignment with product goals.- Diagnose and troubleshoot technical issues, providing effective solutions and workarounds. When necessary, document the impact and scope of issues comprehensively for QA and engineering teams.- Translate complex technical documentation into clear, concise self-service resources for the Help Centre and develop internal training materials to enhance team knowledge.- Design and implement company-wide training courses, creating dynamic and easily digestible content that facilitates understanding and retention.- Oversee the onboarding and training of new customer support executives, standardising communication styles and upholding high support quality standards.- Perform due diligence and underwriting reviews during onboarding and periodic evaluations to ensure compliance and mitigate risk.

Barcelona, Catalonia, Spain

Barcelona, Catalonia, Spain

- Analytical investigation to identify players' issues through reading log files- Critical thinking to detect new game bugs, cheats and exploits- Creative problem solving to offer technical support- Bilingual writing and translation in customer-facing communications- Highly adaptive to fast-changing workflows

Madrid

- Teach English language, literature, and culture to ESO and Bachillerato classes- Create task-based content from authentic materials, adjusted to fit different abilities- Prepare students for Cambridge FCE and CAE with skill-focused activities- Provide language skill coaching for the Model UN Global Classrooms

Barcelona

- Tailored task-based hands-on activities for mixed-level classes from the age of 6 to 12- Taught in the forms of private lessons, after-school activities, and workshops- Engaged students with multi-media resources and TPR activities

Hong Kong

- Taught grammar, phonics, and literary analysis courses to students aged from 5 to 17- Designed lesson plans for Trinity GESE courses (initial to intermediate stages)- Prepared students for exams such as Cambridge YLE, PET, and HKDSE- Advised students on appropriate courses and adjusted their level based on their needs

Hong Kong Sar

- Taught bilingual classical ballet classes for children and teens- Trained students for RAD examinations- Incorporated stories and props with younger pupils

Bachelor Of Arts (B.A.), English Language And Literature

Activities and Societies: Camp Commander for United College English Immersion Camp Organising Committee for University Orientation Camp 2013

Trinity Certtesol, Teaching English As A Second Or Foreign Language/Esl Language Instructor