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Ellen Van Caillie is a Digital Interactions Manager at Eneco Belgium since August 2018, where responsibilities include overseeing the customer portal and focusing on contact deflection through technologies such as AI and speech-to-text systems. Previously, as a (Digital) Customer Experience & Retention Expert, Ellen led the redesign of the customer portal in 2020 and currently ensures optimal digital and customer experiences with the integration of a new SaaS platform. Prior to Eneco, Ellen worked as a Business Consultant at Möbius Business Redesign from August 2015 to August 2018. Ellen holds a Master's degree in Economic Policy and a Bachelor's degree in Pedagogy from KU Leuven, as well as a secondary education from Heilig Hartcollege Tervuren.