Emerald B.

Key Skills

Software

No software listed

Top Subject Matter

Customer Support & Financial Services

Quality Assurance & Process Improvement

Workforce Management & Operations Leadership

Top Data Types

Video

Text

Document

Top Task Types

Fine-tuning

Classification

Question Answering

Text Summarization

Freelancer Overview

While working at Omni Interactions, I gained experience handling large volumes of customer interaction data, QA evaluations, escalation documentation, and workflow reviews that required strong attention to detail, consistency, and adherence to structured guidelines. As a T3 Supervisor supporting the Intuit TurboTax and Oak Street Health programs, I regularly reviewed agent interactions, identified patterns and recurring issues, documented findings, and ensured compliance with SOPs and quality standards. I also used Microsoft Copilot and other AI-assisted tools to support documentation, streamline communication drafting, improve workflow guidance, and assist with operational research and troubleshooting processes. This experience strengthened my ability to evaluate and refine AI-generated outputs for clarity, accuracy, and compliance with business standards. In addition, I created training materials, conducted operational reviews, and supported root-cause investigations by documenting issue trends and escalation outcomes. My background in QA, process improvement, and AI-assisted workflow support has strengthened my ability to follow complex instructions while maintaining accuracy across high-volume tasks. What sets me apart is my combination of operational leadership, analytical problem-solving, and experience working alongside AI-assisted technologies to improve efficiency and quality outcomes.

Education

Work History