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Work Background
OutlierAI Trainer
Apr. 2025Creating complex prompts focused on various areas of psychology, using detailed guidelines and instructions to help improve the AI model’s understanding and accuracy.
DataAnnotationAI Trainer
Feb. 2025Improving AI language models by writing and reviewing prompts, responses, and annotations to help train and refine AI language models.
Mental Health MatchCare Team Coordinator
Jun. 2024 - Dec. 2024• Working collaboratively with another support specialist, we effectively resolved an average of 400+ tickets per month, providing exceptional support to our customers by ensuring timely and accurate resolutions to their inquiries. • Streamlined customer support processes by researching and successfully implementing Zendesk into a startup company, resulting in a 20-40% improvement in efficiency through automation, ticket management, and enhanced team collaboration. • Optimized team knowledge and customer interactions by developing comprehensive resources including company handbook, FAQs, and templates. • Collaborated with product, marketing, and care teams to refine tools, ensure alignment, and drive strategy execution for cross-functional improvements.
Mental Health MatchTherapist Community Manager
Jan. 2022 - Jun. 2024• Managed communication with 200+ therapists monthly, ensuring timely and professional responses. • Updated company performance spreadsheets with accuracy and organization. • Approved therapist licenses, ensuring compliance with state board regulations. • Supported CEO with administrative tasks to enhance workflow efficiency. • Reviewed, edited and posted therapist articles using Wordpress.
Prevail HealthPeer Support Specialist
Mar. 2021 - Oct. 2022• Fostered participant well-being through empathetic online chats, providing emotional support and creating a safe space for personal growth and goal achievement. • Increased program retention by facilitating engaging online chats and motivating participants to set and achieve personalized SMART goals aligned with their well-being. • Developed strategies to overcome barriers and ensured measurable progress.
Crisis Center of Tampa BayIntervention Specialist
Apr. 2020 - Dec. 2020Tampa, Florida, United States• Cultivated strong relationships with callers by understanding their needs, delivering tailored resources, providing emotional support and crisis intervention when needed. • Made intervention or mandated reporting calls for urgent situations that put callers or other vulnerable individuals at risk. • Kept clear and detailed documentation of all caller interaction and intervention or mandated reports made.
Bank of AmericaSmall Business Client Service Representativ
Aug. 2019 - Feb. 2020Tampa, Florida, United States• Resolved customer banking inquiries, facilitated online banking setup for improved accessibility, reviewed fees to optimize costs, and maintained accurate records. • De-escalated escalated customers to ensure satisfaction and retention.
Tata Consultancy ServicesCustomer Service Representative
Aug. 2018 - Aug. 2019Tampa/St. Petersburg, Florida Area• Addressed life insurance inquiries and managed payments and billing updates, ensuring clarity, satisfaction, and account accuracy. • Provided empathetic support to grieving customers and streamlined claims processes.
Elite RewardsAdministrative Assistant
Jun. 2017 - May. 2018St Petersburg, Florida, United States•Efficiently processed customer orders and payments, enhancing transaction accuracy. •Updated tracking info, improving customer communication and satisfaction. •Maintained precise records, ensuring compliance and operational efficiency.
Squaremouth IncCustomer Service Specialist
Apr. 2016 - Jun. 2017Saint Petersburg, FL• Guided clients in selecting travel insurance, boosting satisfaction and trust, while processing payments accurately for seamless transactions. • Tested website updates to enhance user experience and monitored team calls to maintain high service standards.
24-7 IntouchCustomer Service Representative & Supervisor
Jul. 2015 - Apr. 2016Clearwater, Florida• Supported agents with inquiries, boosting team efficiency and enhancing customer experience. •Resolved order issues, ensuring high customer satisfaction and loyalty. •Compiled reports and tracked metrics, improving performance and operational insights. •Handled customer queries and provided product support, increasing retention rates.
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