At Fusion CX, excellence is not just about resolving issues or queries, but it is also about how we resolve them. Jelianne Mandas embodies this philosophy with grace, grit, and a growth mindset. Based in Quezon City near Manila, Jelianne brings a rare blend of calm focus and genuine curiosity to every customer interaction, showing up early, staying composed, and never settling for “just okay.” It is the sacred mantra followed by this excellent customer experience professional as they serve customers daily, creating meaningful moments that go beyond transactions and offering support that feels personal, precise, and powerful.
Step into her day, and you will see what we mean.
A Day in Jelianne’s World
Jelianne Mandas starts her day with intention. She always arrives 30 minutes early to ensure her tools are ready and her mindset is aligned. “I make it a point to be in the office 30 minutes in advance. Making sure that all my tools are functioning well,” she shares. That small head start sets the tone for everything that follows.
With every call, she prioritizes empathy and accuracy. Her mission is simple: resolve member issues with clarity and care. Whether she is providing account updates, offering guidance, or following up to ensure satisfaction, Jelianne does not clock out until she is certain the customer’s experience has been handled with integrity and excellence.
“I maintain composure throughout my calls and ask questions if I want to clarify,” she says – a habit that has helped her build trust not only with customers but also with her team. “My supervisor is very helpful in my success for the day.”
The Fusion CX Approach – Delivered with Poise
For Jelianne, every customer conversation is more than a task. It is an opportunity. Recently, she assisted a healthcare member in checking their balance. She greeted them with warmth, let her smile reflect in her tone, and used every resource available to ensure accuracy. “I reassured the member that they had reached the right person to assist them, and I confidently guided the conversation to ensure they felt supported.”
Her secret? Active listening and thoughtful follow-ups. “By doing so, I ensured the issue was fully resolved and that the member was satisfied with the support provided.”
At Fusion CX, we aim for seamless support across all channels, and Jelianne delivers just that. She handles tools like MWP and client systems with ease and multitasks smartly, all while keeping humanity at the heart of her work.
Staying Sharp, Staying Kind
In a fast-paced customer environment, growth comes from feedback. Julianne embraces both new skills and new lessons.
“We collect and analyze feedback through surveys,” she explains. By understanding whether the concern is service-related or product-based, she helps prioritize real change.
She also tackles one of the most challenging tasks, handling irate customers with grace and strategy. “I handle them by being patient, acknowledging their concerns, apologizing for the inconvenience… and resolving the issue as quickly and efficiently as possible.”
And how does she stay informed? “Continuous learning from the internet,” she says. It’s how she keeps pace with evolving trends and customer expectations in the healthcare space.
A Mindset for Growth
What drives her? The mix of recognition and responsibility. “Being appreciated for my work and knowing that I was able to contribute to the company’s success.”
But she is also driven by ambition: “I am eager to see myself grow professionally with Fusion as I have seen with my colleagues. I am endeared with the promise that I can, too, become a future leader for our healthcare program.”
For those thinking about joining Fusion CX, Jelianne keeps it honest: “Be prepared for a fast-paced environment, repetitive tasks at times, and the need to handle a wide range of personalities and situations—including challenging ones.”
She adds: “There will be growing pains, but it is worth it as we have leaders who are willing to support and provide us constructive feedback and the right action plan.”
Jelianne, Beyond the Headset
Outside of work, Jelianne finds joy in the quiet moments. She recharges through reading, running, and intentional time for balance. “Make time to ensure that I have a good work-life balance. Staying positive and always work with a smile.”
She shares her home with her mother, father, and youngest brother, and their support is a big part of what keeps her grounded.
Her professional growth, meanwhile, is a story still unfolding. “My time at Fusion CX has provided me with a strong foundation in essential professional skills, customer service expertise, and industry knowledge – all of which are valuable assets that can contribute to my future career growth.”
Culture, Character, and Customer Success
Jelianne understands that connecting with American customers means more than just answering questions; it is about understanding their expectations. “American customers are diverse and require an agent to be direct to the point. They do not like to be given the runaround.”
Her approach? Be engaged. Be informed. And above all, be results-driven.
Inspired by Jelianne’s mindset? Stay tuned – we spotlight more stories that define Fusion CX.