Speech AI Evaluation Specialist — RWS TrainAI | 2026–Present
Evaluate and test AI-generated speech and conversational responses for accuracy, relevance, naturalness, and guideline compliance. Perform voice/audio evaluation, response rating, data annotation, prompt evaluation, and provide structured feedback to improve AI models.
Credit Maintenance Analyst — Citibank | 2015–2025
Handled Australian mortgage and credit accounts, reviewing credit reports, customer information, and account documentation. Processed account maintenance and credit-related requests while ensuring accuracy, compliance, and data quality. Managed sensitive information and maintained high attention to detail.
Quality Assurance Analyst — Teleperformance | 2014–2015
Reviewed customer service and technical support calls for quality, accuracy, compliance, and adherence to company standards. Provided feedback and identified areas for improvement based on established QA guidelines and scorecards.
Technical Support Representative — Teleperformance | 2010–2014
Provided technical support and customer service to US customers. Troubleshot technical issues, assisted with account concerns, documented interactions, and ensured a positive customer experience.
Technical Support Representative — Teletech | 2007–2009
Provided B2C technical support for Verizon US customers. Troubleshot internet and technical issues, guided customers through solutions, handled account concerns, and accurately documented customer interactions.
Customer Support / Technical Support — Various Australian & US Accounts | 2007–2015
Provided customer service and technical support for Australian and US clients, handling account inquiries, troubleshooting, onboarding, and customer concerns. Developed strong communication, problem-solving, documentation, and customer-handling skills.
