Joann L.

Experience

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  Serco

  Dec 2011 - Jun 2014

  Senior CSE

  - Responsible for providing Technical Support to Barclays clients using an offline software for banking to View Account Statements, make or receive Payments from across the world and also download and upload statements. To troubleshoot any technical issues on the software and also provide them help in locating any information they need on the software.

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  Accenture in India

  Sept 2014 - Jun 2019

  - My role as a Program & Project Management Analyst involves managing the team responsible to review/tag any violating content on the ads posted on its social media platform in accordance with the set policies. - Communicate with client customers via chat or voice call to help resolve the issues being faced. - Manage team expectations and project SLAs- Monitor knowledge sharing and retention within the team- Coordinate with senior management and present project status by performing analytics on project data- Liaise with client management and present reports as and when required- Ensure key service center performance indicators are met Show less As a new project acquired by Accenture, I had the opportunity to work on the project since inception. This project involved reviewing any violations as per the guidelines set by the client and to take action accordingly on content which is posted on its social media platform.- As a Quality Analyst, my role involved auditing pre-determined number of components processed for all team members and help them in solving complex components- Performing quality control activities and taking initiative in continuous improvement programs- Giving quality audit feedback to team members and collecting their monthly feedback- Updating the daily summary sheet for all team members- Maintaining detailed knowledge of all process/client functions and procedures- Reviewing and responding to process escalations- Developing and maintaining documentation on assignments- Conduct briefings and team meetings for team status updates, new product information, policy and procedures change, etc. - Identifying low performers and discussing opportunities and improvement areas with manager- Organizing monthly quiz for the team on product knowledge- Lead in absence of a Team Leader. Assist team lead in creating Action Plan for the Team for overall improvement in Client SLA’s. Show less

  • Program & Project Management Analyst

    Aug 2018 - Jun 2019

  • Quality Analyst

    May 2017 - Jul 2018

  • Content Analyst

    May 2016 - Apr 2017

  • Client Delivery & Operations

    Sept 2014 - May 2016
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  Deluxe

  Aug 2019 - Jan 2021

  Account Coordinator

  Oversee the production of subtitles for films and TV series for major motion pictures studio.Coordinate with all departments and foreign affiliate offices during the preplanning and execution phases of the subtitling process Act as a liaison between all affiliate offices and other partner groups, obtaining and circulating all necessary information Review cost estimates for accuracy before submitting to the studio Maintain and update the internal database and the internal network Show less

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  Indegene

  Feb 2021 - Apr 2022

  Senior Account Executive

  Understand project scope, goals and deliverables of the Project.Effectively communicated project requirements to team members and stakeholders in a timely and clear fashion by identifying and managing project dependencies and critical paths.Helped the project team to plan and schedule project timelines and milestones using appropriate tools.Liaise with project stakeholders on an ongoing basis.Identify and resolve issues and conflicts within the project team.Developed and delivered progress reports, proposals, requirements documentation, and presentations.Determined the frequency and content of status reports from the project team, analyzed results and troubleshoot problem areas.Defined project success criteria and disseminated them to involved parties throughout the project life cycle.Conducted project post mortems and created recommendations reports, in order to identify successful and unsuccessful project elements.Developed best practices and tools for project execution and management. Show less

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  Publicis Groupe

  Oct 2022 - Apr 2024

  Senior Customer Success Manager

  Own the entire relationship with assigned clients, including onboarding,implementation, training, adoption, retention, and satisfaction.Establish relationships as a trusted and strategic advisor to help ensure thecontinued value of our products and services.Develop and maintain customer-success strategies and best practices, aswell as customer-support content, with help from the creative team.Communicate effectively with both internal and external senior managers tobetter understand customer needs, maximize retention and growth, andshare learnings.Maintain existing customer-success metrics and data as directed.Serve as day-to-day contact for assigned accounts, building trust and rapportwhile identifying areas of opportunity, highlighting best practices, anddocumenting both.Review the customer journey, determine how it's supported, and use aconsultative approach to help clients overcome issues and achieve theirgoals.Facilitate interaction and workflow among project team members, includingthird-party service providers, to ensure timely deliverables.Collaborate, problem-solve, and/or strategize with team members onupcoming client meetings.Prepare documentation or visuals of campaign performance for client;analyze trends in CSAT and NPS scores to identify areas for improvement Show less

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  Accenture

  Oct 2024 - now

  Senior Campaign Manager