Jovelle Dandan Email & Phone Number

Learning Experience Design & Development Senior Analyst - Program Manager- In-person support and content creation for projects and webinars- Collaborate with stakeholders across all regions and external agencies to ensure seamless external and internal launches- Responsible for event management, logistics, backstage support for live events, analytics, and process documentation

Philippines

Case Management Team Lead- Manage the team’s performance and client escalations- Coached each member based on their current areas for improvements and discuss daily trends based on cases received- Take escalated cases from team members- Assisted the team about process questions- Attended and facilitated client meetings- Created reports about the team’s daily performance and discussed the trends that can be improved or avoided, if applicable- Participated in engagement activities (virtual or face-to-face) of the project whether with clients or internal stakeholders; involvement includes, pre-event surveys, invites, event preparations onsite, and moderating the event at the background

Philippines

SME / Team Captain- Answer customer’s simple and complex enquiries about their utility accounts through inbound and outbound calls- Take escalated calls from customers- Assisted consultants with their process questions and coach them based on their current areas for improvements- Exposed in creating and sending reports to the management about the team’s progress- Managed administrative tasks such as sending reports to management and clients- Closely worked with clients to discuss process updates and improvements

Philippines

Client-Certified Business Trainer- Facilitated new hire training (pre-process, process, SRT, nesting, academy, endorsement to production)- Conducted process updates discussions

Philippines

Answer customer’s simple and complex enquiries about their utility accounts through inbound calls