Steven M.

Key Skills

Software

AWS SageMaker

Dataloop

Labelbox

Prodigy

Scale AI

Top Subject Matter

Conversational AI quality evaluation and rubric compliance

Data operations for validated transactional/communication datasets and QA metrics

Conversational/text data QA

Top Data Types

Text

Document

Top Task Types

Classification

RLHF

Red Teaming

Evaluation/Rating

Freelancer Overview

Accomplished AI Operations Director and Quality Assurance Specialist with over 20 years of leadership experience directing complex data workflows, linguistic quality evaluations, and large-scale analytical teams. Expert in formulating predictive demand modeling, structuring high-volume data-entry pipelines, and enforcing strict regulatory compliance frameworks and operational metrics. Proven capacity to audit massive text and conversational datasets for semantic accuracy, tone consistency, and rule adherence. Extensive technical background managing advanced CRM systems, cloud-based communication architectures (Salesforce, Five9, Avaya), and implementing workflow automation platforms across multiple enterprise regional hubs. Highly skilled in utilizing Reinforcement Learning from Human Feedback (RLHF) principles to evaluate logic streams, isolate system vulnerabilities, and maximize output accuracy under rigorous constraints.

Labeling Experience

AI Operations & Strategic Marketing Consultant (Regional Director) — Travel Resorts of America (TRA)

Don't discloseTextRed Teaming

Directed cross-regional data-driven communication operations, managing teams tasked with high-volume outbound and inbound conversational modeling. Led critical quality evaluation initiatives across complex program portfolios, ensuring strict alignment with rigorous behavioral rubrics, performance standards, and data output requirements. Collaborated directly with the executive C-suite to build, test, and forecast operational demand models while designing advanced onboarding frameworks to ensure high-accuracy workflow execution.

2023 - 2024

Director of Data Operations & System Integration — Bluegreen Vacations

OtherTextEvaluation/Rating

Scaled and directed an elite communication and analytics division responsible for baseline performance tracking, KPI architecture, and data evaluation structures . Managed cross-departmental alignment between Workforce Management, Training, and technical integrations to maximize operational efficiency . Spearheaded high-volume, accuracy-focused data operations that successfully processed and validated an annual benchmark of over 53,000 high-stakes transactions .

2012 - 2018

Director of Call Center Operations & Quality Assurance Specialist — Holiday Inn Club Vacations

TextClassification

Led quality assurance and compliance oversight for enterprise risk and compliance, including database security and PCI compliance protocols. Managed multiple operational divisions such as Quality Assurance, Data Entry, Activations, and Customer Care with an emphasis on output validation. Optimized Salesforce infrastructure for backend tracking, workflow transparency, and reporting. Reduced operational overhead by 30% while expanding data output targets by 70%.

2008 - 2012

Director of Telemarketing & Data Capture — Celebrity Resorts

TextRLHF

Supervised inbound and outbound text/conversational pipelines with strict data auditing policies and script validation procedures. Oversaw the architectural creation, deployment, and optimization of custom software platforms—including Salesforce and cloud-based Five9 systems—used for capturing, tracking, and managing conversational data. Increased outbound production velocity and workflow fulfillment rates through the implementation of rigorous quality training protocols.

2007 - 2008

Education

Work History