Lukman U.

Key Skills

Software

Clickworker

Data Annotation Tech

Micro1

OneForma

Top Subject Matter

Customer support interactions (customer complaints, order tracking, payments, returns)

Community support queries and help-guides

Call center customer interactions (tone, query types, resolutions)

Top Data Types

Text

Image

Document

Top Task Types

Classification

Emotion Recognition

Freelancer Overview

Customer Support Representative (Annotation-style classification for labeled datasets) | Konga Online Shopping Ltd.. Brings 2+ years of professional experience across legal operations, contract review, compliance, and structured analysis. Core strengths include Zendesk and Microsoft Excel. Education includes Bachelor of Science, Ahmadu Bello University (ABU) (2025). AI-training focus includes data types such as Text and labeling workflows including Classification, Evaluation, and Rating.

Labeling Experience

Customer Support Representative — Konga Online Shopping Ltd.

TextClassification

Annotated and classified recurring customer complaint scenarios by type, severity, and resolution outcome to produce structured labeled datasets used for internal quality benchmarking. Applied consistent classification guidelines to tag and categorize inbound customer queries across order tracking, payments, and returns with high agreement against QA benchmarks. Identified edge cases and ambiguous interactions outside standard rules to refine annotation guidelines for the support team. • Labeled query categories and outcomes (e.g., order/payment/returns) using structured standards. • Achieved 96% labeling accuracy against QA review benchmarks via guideline adherence. • Documented and tracked interaction data in Zendesk and Microsoft Excel with confidentiality. • Delivered weekly performance reports on trends and resolution patterns for continuous QA improvement.

2024 - Present

Community Support & Engagement Associate — Andela Nigeria (Remote)

Text

Reviewed and analyzed community support scenarios in a fully remote setting using structured annotation-style evaluation. Classified query types, urgency levels, and resolution quality to support accurate labeling and knowledge-base organization. Calibrated response quality against team guidelines through weekly review sessions, mirroring inter-annotator agreement and feedback calibration processes. • Evaluated and labeled support scenarios by query type, urgency, and resolution quality. • Reduced inbound support volume by 25% through accurate content classification and tagging in the knowledge base. • Performed weekly guideline calibration to improve agreement and consistency. • Managed sensitive member data while working across Zendesk, Slack, Notion, and email workflows.

2024 - 2025

Customer Experience Support Officer — Interswitch Group

TextClassification

Reviewed and documented real-world customer scenarios per shift using a structured CRM ticketing workflow consistent with labeled data quality standards. Produced detailed written summaries of payment dispute cases capturing contextual nuance, intent, and resolution logic for use in AI training-style documentation. Contributed annotated case examples to an internal knowledge base using consistent labeling standards to support QA reviews and team training. • Logged interaction types, resolution pathways, and outcome quality in structured CRM records. • Captured intent and contextual nuance in written summaries for downstream annotation use. • Added annotated case examples to support knowledge base labeling consistency. • Analyzed recurring service failure patterns using Excel to extract structured findings for QA and improvement.

2023 - 2023

Contact Centre Agent — MTN Nigeria Communications PLC

TextClassificationEmotion Recognition

Processed and documented 100+ daily customer interactions using structured classification frameworks for query type, emotional tone, and resolution outcomes. Participated in quality calibration sessions where interaction samples were scored against best-practice benchmarks to strengthen consistency and inter-rater agreement. Maintained detailed Zendesk records that produced ground-truth-quality documentation supporting QA audits and training material development. • Labeled interaction attributes including emotional tone and intent-like resolution categorization. • Completed structured documentation in Zendesk for QA review and ground truth auditing. • Built calibration experience through scored benchmark review sessions. • Sustained a 4.5/5 CSAT performance trend while maintaining labeling quality under measurement.

2022 - 2023

Education

Work History