Freelancer

Key Skills

Software

Other

Top Subject Matter

Telecom customer support operations

RCA quality improvement

and evaluation criteria for complaint analytics

Top Data Types

Text

Computer Code Programming

Top Task Types

Classification

Tracking

Entity (NER) Classification

Data Collection

Prompt + Response Writing (SFT)

Freelancer Overview

Network Insights Team Lead / Customer Support Analyst (DITO Telecommunity) - operational complaint analytics quality imp. Brings 9+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Don't disclose. Education includes Bachelor of Science, Bulacan State University (2017) and Certificate, ISC2 (2023). AI-training focus includes data types such as Text and labeling workflows including Evaluation, Rating, and Classification.

Labeling Experience

Customer Support Analyst and Network Insights Team Lead - DITO Telecommunity Corporation

TextClassificationTracking

Led network insights and customer support operations by analyzing telecom complaint data, ticket history, tool outputs, and operational records to determine root causes and next actions. Managed subscriber-focused workflows by converting fragmented technical findings into clear operational insights for support and network teams. Strengthened consistency and defensibility of complaint reporting through RCA tagging and escalation remark reviews while improving operational documentation. • Analyze network-related complaints to identify dependencies, blockers, and required next actions • Lead Network Insights workflows and translate technical findings into actionable support guidance • Improve ticket quality, RCA tagging, and handling logic for consistent reporting • Develop SOPs, troubleshooting guides, and Power BI/Excel KPI analyses for operational reporting

2022 - Present

Network Insights Team Lead / Customer Support Analyst (DITO Telecommunity) - operational complaint analytics quality improvement for structured evaluation

Don't discloseText

Led AI-training-adjacent evaluation of operational complaint data by reviewing ticket notes, RCA tagging, escalation remarks, and handling logic to improve consistency and defensibility of classifications. Converted messy, fragmented inputs into structured summaries and decision guides that support reliable human review and downstream reporting. Applied quality checks to detect incomplete or unclear information and to standardize what fields and rationales should be captured for each complaint case.• Reviewed complaint patterns and RCA categories to improve classification quality and reduce invalid escalations. • Assessed repeated issues and ticket remarks to refine tagging and grouping for clearer operational insights. • Created validation rules, checklists, and troubleshooting workflows used for consistent decision-making. • Supported evaluation readiness practices such as defining criteria for acceptable outputs and ensuring human-in-the-loop review.

2022 - Present

Education

Work History