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H

Homify

Customer Experience Analyst / Call Centre Representative

Kenya flagNairobi, Kenya
$7.00/hrExpert

Key Skills

Software

No software listed

Top Subject Matter

Customer Support and Service Operations
Service Operations and Business Analytics
Technical Support and Customer Experience

Top Data Types

TextText
DocumentDocument
Medical DicomMedical Dicom

Top Task Types

Data Collection
Text Generation
Question Answering
Transcription
Evaluation Rating

Freelancer Overview

Customer Experience Analyst / Call Centre Representative. Brings 6+ years of professional experience across legal operations, contract review, compliance, and structured analysis. Core strengths include Internal and Proprietary Tooling. Education includes Bachelor of Science, University of the People (2025) and Diploma, Technical University of Mombasa (2024). AI-training focus includes data types such as Text and labeling workflows including Data Collection.

ExpertEnglishSwahiliSpanish

Labeling Experience

Technical Support & Customer Insights Consultant

TextData Collection
In my Technical Support & Customer Insights Consultant role, I accurately recorded, categorized, and validated customer interaction data in CRM systems. I created and iterated structured workflows and guides for onboarding and training, contributing to AI process improvements. I tracked and maintained clean records to support automated and AI-driven client insights. • Annotated, validated, and updated structured customer data for CRM and workflow improvements. • Authored detailed, instruction-driven guides for AI-training and onboarding documentation. • Evaluated recurring issues and flagged trends for integration into AI workflow enhancements. • Ensured high accuracy in labeled customer service records for automated analysis.

In my Technical Support & Customer Insights Consultant role, I accurately recorded, categorized, and validated customer interaction data in CRM systems. I created and iterated structured workflows and guides for onboarding and training, contributing to AI process improvements. I tracked and maintained clean records to support automated and AI-driven client insights. • Annotated, validated, and updated structured customer data for CRM and workflow improvements. • Authored detailed, instruction-driven guides for AI-training and onboarding documentation. • Evaluated recurring issues and flagged trends for integration into AI workflow enhancements. • Ensured high accuracy in labeled customer service records for automated analysis.

2024 - 2026

Customer Insights & Service Operations Assistant

TextData Collection
As a Customer Insights & Service Operations Assistant, I assisted with structured data collection and reporting used for performance analysis. I created standardized templates ensuring consistency and reliability for downstream AI and analytics workflows. I escalated documented insights for service and internal process improvement through annotated information. • Supported labeling and validation of structured records in operational databases. • Cleaned, categorized, and maintained accurate text data sets for analytics and AI use-cases. • Collaborated on template creation for automated data tracking and reporting flows. • Ensured data integrity and compliance in annotation-driven tasks for business metrics.

As a Customer Insights & Service Operations Assistant, I assisted with structured data collection and reporting used for performance analysis. I created standardized templates ensuring consistency and reliability for downstream AI and analytics workflows. I escalated documented insights for service and internal process improvement through annotated information. • Supported labeling and validation of structured records in operational databases. • Cleaned, categorized, and maintained accurate text data sets for analytics and AI use-cases. • Collaborated on template creation for automated data tracking and reporting flows. • Ensured data integrity and compliance in annotation-driven tasks for business metrics.

2022 - 2024

Customer Experience Analyst / Call Centre Representative

TextData Collection
As a Customer Experience Analyst / Call Centre Representative, I maintained high data accuracy in CRM systems under time constraints. I translated complex customer feedback into AI-ready documentation suitable for model training and knowledge base development. I logged customer interaction trends to enhance service and process optimization through structured reporting. • Labeled and validated textual customer data and feedback for AI workflow enhancements. • Ensured quality and accuracy in CRM data entries supporting AI-assisted processes. • Collaborated with teams to deliver structured information for automated onboarding tools. • Applied instruction-driven standards to generate clear, annotated training documentation.

As a Customer Experience Analyst / Call Centre Representative, I maintained high data accuracy in CRM systems under time constraints. I translated complex customer feedback into AI-ready documentation suitable for model training and knowledge base development. I logged customer interaction trends to enhance service and process optimization through structured reporting. • Labeled and validated textual customer data and feedback for AI workflow enhancements. • Ensured quality and accuracy in CRM data entries supporting AI-assisted processes. • Collaborated with teams to deliver structured information for automated onboarding tools. • Applied instruction-driven standards to generate clear, annotated training documentation.

2021 - 2022

Education

U

University of the People

Bachelor of Science, Business Administration

Bachelor of Science
2024 - 2025
T

Technical University of Mombasa

Diploma, Building Technology

Diploma
2021 - 2024

Work History

O

One Stop Pumps

Technical Support & Customer Insights Consultant

Nairobi
2024 - 2026
A

Amuti Services

Customer Insights & Service Operations Assistant

Nairobi
2022 - 2024