Gbenga D.

Key Skills

Software

AWS SageMaker

Appen

Clickworker

Axiom AI

Top Subject Matter

Customer support conversation quality assurance and data validation

Customer experience analytics data labeling/validation

Evaluation of customer engagement data for performance improvement

Top Data Types

Text

Document

Image

Top Task Types

Classification

Bounding Box

Text Generation

Question Answering

Freelancer Overview

Customer Support Quality Assurance Analyst, Tizeti Network Limited. Brings 8+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Internal and Proprietary Tooling. Education includes Bachelor of Science, National Open University of Nigeria (2018). AI-training focus includes data types such as Text and labeling workflows including Evaluation, Rating, and Classification.

Labeling Experience

Customer Support Quality Assurance Analyst, Tizeti Network Limited

Text

Performed quality evaluations of customer interactions using structured assessment frameworks and scoring methodologies to ensure adherence to established quality standards. Analyzed large datasets of customer conversations to identify trends, anomalies, compliance issues, and performance gaps, while validating data accuracy. Produced evidence-based feedback and analytical reports to support operational improvements and decision-making. • Quality evaluation and scoring of conversation data • Dataset validation and guideline adherence • Trend/anomaly detection in large text datasets • Evidence-based feedback for service quality improvement

2023 - 2024

Customer Retention Supervisor/Manager, Tizeti Network Limited

Text

Led performance evaluation initiatives by reviewing customer engagement data and retention metrics to support quantitative and qualitative assessment. Analyzed behavioral patterns and operational trends to inform performance improvement frameworks for a team of 20+ customer professionals. Produced detailed reports and recommendations for senior management based on structured evaluation of engagement data. • Performance evaluation of engagement/retention data • Trend and behavioral pattern analysis • Development of performance improvement frameworks • Reporting and structured recommendations for leadership

2021 - 2023

Customer Support Specialist, Tizeti Network Limited

TextClassification

Managed high-volume customer interactions while categorizing customer issues and maintaining data accuracy across internal systems. Conducted quality reviews of interaction records and supported service improvement initiatives through data validation and reporting. Ensured consistent documentation of cases to maintain reliable ground truth for downstream analysis. • Issue categorization for customer support records • Quality reviews and data accuracy checks • Data documentation and record keeping • Support for reporting and data validation processes

2019 - 2021

Education

Work History