Doreen K.

Key Skills

Software

Don't disclose

Lionbridge

Telus

Top Subject Matter

Customer Experience (VoC, CX)

contact center QA

Financial service recovery QA

Top Data Types

Text

Document

Top Task Types

No task types listed

Freelancer Overview

Customer Service Representative — M-Gas Ltd (Customer insight/data capture). Brings 7+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Don't disclose, Internal, and Proprietary Tooling. Education includes Diploma in Tourism Management, Zetech University and Customer Experience Design Course, Alison. AI-training focus includes data types such as Text and labeling workflows including Evaluation and Rating.

Labeling Experience

Data Labelling/Audio Transcriber

AudioTranscription

Highly experienced Data Annotator specializing in multimodal AI training datasets. Proven track record delivering high-quality training data for major industry leaders, including Lionbridge and Telus International.Key Project Expertise:Computer Vision (Lionbridge): Formulated precise image classification datasets to improve machine learning visual recognition models.Audio Transcription (Telus): Executed high-accuracy audio-to-text transcription by strictly adhering to complex linguistic and formatting guidelines.Video Annotation (Telus): Conducted detailed video frame annotation and object tagging to optimize video analytics algorithms

2024 - Present

Quality Assurance Analyst — Customer Experience (QA framework, compliance audits, VoC analysis)

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Built and executed an internal quality evaluation framework and performed daily compliance audits using qualitative and quantitative customer feedback. • Executed daily compliance audits by evaluating contact center interactions and adherence to QA criteria. • Launched a Voice of Customer (VoC) program, capturing multi-channel feedback text and producing deep-dive insight reports. • Analyzed customer complaint narratives to map friction points within operational process flows. • Partnered with data analytics to translate feedback dashboards into performance visibility matrices for leadership decisions.

2022 - Present

Customer Service Shift Monitor — M-Gas Ltd (case evaluation & compliance documentation)

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Audited and evaluated customer refund requests against company policy while maintaining compliance records. • Reviewed complex text-based refund cases and assessed eligibility. • Logged outcomes to ensure accurate, auditable decision traces. • Coordinated with Operations/Technical/Support to resolve issues stemming from infrastructure or service deployment. • Maintained SLA-focused operational discipline affecting the consistency of recorded case evaluations.

2022 - 2022

Customer Service Representative — M-Gas Ltd (Customer insight/data capture)

Don't discloseText

Handled customer interactions and captured qualitative customer insights during live communications to support baseline CX improvement initiatives. • Performed first-contact resolution tracking by documenting inquiry outcomes. • Collected structured feedback signals used as input for downstream analysis. • Contributed to building datasets reflecting common customer issues. • Supported early CX workflow refinements driven by collected text insights.

2020 - 2022

Education

Work History