Freelancer

Key Skills

Software

Other

Top Subject Matter

Customer operations / contact center real-time analytics

Logistics dispatch operations

Customer service / support operations

Top Data Types

Text

Top Task Types

Routing

Classification

Freelancer Overview

Real-Time Analyst | Sutherland | Alexandria. Brings 8+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Other. Education includes N/A, Faculty of Tourism and Hotels, Egoth Alexandria (2020). AI-training focus includes data types such as Text and labeling workflows including Evaluation, Rating, and Routing.

Labeling Experience

Dispatcher | SEM Logistics | Alexandria

OtherTextRouting

Coordinated daily logistics operations by scheduling and assigning drivers to ensure on-time deliveries. Monitored routes and maintained shipment records while resolving routing and delivery issues in real time to minimize delays. Communicated with clients and drivers to provide up-to-date operational status. • Managed real-time routing and delivery coordination decisions. • Maintained accurate shipment, schedule, and incident documentation. • Resolved delivery and routing exceptions quickly. • Provided real-time updates to stakeholders via direct communication.

2024 - 2025

Real-Time Analyst | Sutherland | Alexandria

OtherText

Created and maintained operational reports, dashboards, and recurring monthly packages from real-time contact center data. Monitored inbound call traffic and coordinated staffing actions such as overtime and shift swaps to support service-level targets. Worked with management to develop efficiency strategies based on analyzed performance metrics. • Prepared structured reporting outputs for operational review. • Optimized schedules and forecasts to meet service levels. • Coordinated resource allocation across multiple contact centers. • Supported incentive and compensation program inputs through performance-related contributions.

2020 - 2023

Customer Service Specialist | Vodafone UK | Alexandria

OtherTextClassification

Provided customer support by responding to product and service inquiries and resolving customer concerns through consistent issue handling. Handled high volumes of incoming requests while maintaining minimal wait times and escalating complex cases to supervisors as needed. Contributed to internal training sessions and updated account information to keep records accurate. • Triaged and classified customer inquiries for appropriate resolution paths. • Escalated complex cases to supervisory teams. • Updated account and record information for accuracy. • Participated in training related to product and service updates.

2018 - 2019

Education

Work History