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Kasandajr Nathan

Kasandajr Nathan

AI-Augmented Customer Experience Specialist - CRM Architecture & Retention

Zambia flagndola, Zambia
$17.00/hrExpertInternal Proprietary Tooling

Key Skills

Software

Internal/Proprietary Tooling

Top Subject Matter

No subject matter listed

Top Data Types

TextText

Top Task Types

Text Generation
Geocoding
RLHF
Computer Programming Coding
Prompt Response Writing SFT
Translation Localization
Data Collection

Freelancer Overview

I bring over five years of experience at the intersection of customer experience, AI automation, and data-driven operations, with a strong focus on optimizing workflows and ensuring data quality for high-volume digital environments. My background includes hands-on work with CRM platforms like Zendesk, Intercom, and Gorgias, where I architected knowledge bases and automated support processes to improve accuracy and efficiency. I have practical experience with Python, machine learning frameworks (PyTorch, TensorFlow), and LLM-based prompt engineering, as well as developing and integrating APIs for data pipelines. My projects, such as building an autonomous routing agent using LangChain and OpenAI API, have deepened my understanding of AI model training and annotation workflows. I am adept at ensuring data integrity, labeling accuracy, and operational excellence in domains ranging from e-commerce to customer sentiment analysis, and I thrive on bridging the gap between human insight and AI-driven solutions.

ExpertArabicFrenchEnglish

Labeling Experience

RLHF & SFT for Customer Service Support Agents (Zendesk & Intercom Integration)

Internal Proprietary ToolingTextTranslation LocalizationRLHF
Leveraged my background in MSCS (Georgia Tech) and Customer Experience Management to improve the accuracy of LLM-driven support bots. I specialized in Supervised Fine-Tuning (SFT) and RLHF to ensure that automated responses maintained high empathy while adhering to complex SLA and security protocols. My work involved evaluating AI-generated ticket summaries and 'ranking' responses based on tone, technical accuracy, and fraud prevention measures.

Leveraged my background in MSCS (Georgia Tech) and Customer Experience Management to improve the accuracy of LLM-driven support bots. I specialized in Supervised Fine-Tuning (SFT) and RLHF to ensure that automated responses maintained high empathy while adhering to complex SLA and security protocols. My work involved evaluating AI-generated ticket summaries and 'ranking' responses based on tone, technical accuracy, and fraud prevention measures.

2016 - 2021

RLHF & SFT for Customer Service Support Agents (Zendesk & Intercom Integration

Internal Proprietary ToolingTextText GenerationGeocoding
Leveraged my background in MSCS (Georgia Tech) and Customer Experience Management to improve the accuracy of LLM-driven support bots. I specialized in Supervised Fine-Tuning (SFT) and RLHF to ensure that automated responses maintained high empathy while adhering to complex SLA and security protocols. My work involved evaluating AI-generated ticket summaries and 'ranking' responses based on tone, technical accuracy, and fraud prevention measures.

Leveraged my background in MSCS (Georgia Tech) and Customer Experience Management to improve the accuracy of LLM-driven support bots. I specialized in Supervised Fine-Tuning (SFT) and RLHF to ensure that automated responses maintained high empathy while adhering to complex SLA and security protocols. My work involved evaluating AI-generated ticket summaries and 'ranking' responses based on tone, technical accuracy, and fraud prevention measures.

2017 - 2020

Education

M

Michigan State University – Eli Broad College of Business

Master of Science, Customer Experience Management

Master of Science
2020 - 2022
G

Georgia Institute of Technology

Master of Science, Computer Science

Master of Science
2016 - 2021

Work History

G

Gumtree

Customer Experience Specialist

Las Vegas
2019 - 2021
L

Lusaka Water & Sewage Company

Customer Success Coordinator

Lusaka
2017 - 2019