With over 12 years of experience across the digital operations landscape, I offer a unique blend of high-touch customer advocacy and technical AI development. My career has evolved from mastering front-line communication to shaping the logic and quality of the systems that power modern user experiences.
Core Competencies
Customer Experience Excellence: A decade-long track record in Email and Chat Support, specializing in high-stakes troubleshooting and complex problem resolution.
Leadership & Knowledge Management: Served as a Subject Matter Expert (SME), bridging the gap between management and front-line agents by developing training modules and standard operating procedures (SOPs).
Operational Quality: Expert in Quality Assurance (QA), utilizing data-driven audits to improve performance metrics, ensure compliance, and maintain a 98%+ CSAT average.
AI Lifecycle Support: Deeply involved in the future of technology through AI Learning, Data Annotation, and RLHF (Reinforcement Learning from Human Feedback). I specialize in labeling complex datasets and fine-tuning LLMs for accuracy and safety.
Trust & Safety: Seasoned in Content Moderation, protecting brand integrity and user safety by enforcing community guidelines across global platforms.
Why I Bring Value
"I don't just solve tickets; I optimize the systems that prevent them. My transition from human-to-human support to AI-driven optimization allows me to approach problems with both empathy and technical precision."
Technical Proficiencies
CRMs: Salesforce, Zendesk, Freshdesk, HubSpot.
AI Tools: Labelbox, Scale AI, various proprietary annotation platforms.
Productivity: Slack, Microsoft Suite, Google Workspace, Jira.
Whether it's managing a team of specialists, refining AI model responses, or ensuring a safe digital environment, I provide the expertise needed to scale operations efficiently without sacrificing quality.
