Utibeabasi B.

Key Skills

Software

Other

Scale AI

Encord

Appen

Sama

iMerit

Toloka

OneForma

Micro1

Top Subject Matter

SaaS customer support knowledge base and technical documentation

SaaS customer support operations and knowledge base workflow optimization

Top Data Types

Text

Video

Audio

Top Task Types

Text Generation

Classification

Prompt + Response Writing (SFT)

Freelancer Overview

I have experience working with AI-assisted tools, technical content review, customer support workflows, and data-driven problem solving, which has strengthened my attention to detail and ability to evaluate information accurately. My background in technical writing and support has also helped me develop strong skills in prompt evaluation, content organization, research, and quality checking. What sets me apart is my combination of analytical thinking, communication skills, and adaptability. I am comfortable working with structured guidelines, reviewing large amounts of information carefully, and providing clear, human-centered feedback. I also have certifications in Power BI, Azure, and IT Support, which have improved my technical understanding and ability to work with data and AI-related systems.

Labeling Experience

IT Support Specialist (Remote), The Knowledge Academy

OtherTextQuestion Answering

Delivered support-related quality assurance by resolving technical and customer issues for SaaS users and improving response efficiency. Created structured onboarding and help documentation intended to address recurring user questions. Collaborated with cross-functional teams to improve workflows and system performance while keeping accurate records in CRM and ticketing systems. • Resolved customer issues and improved response efficiency • Created onboarding and help documentation to reduce repeat queries • Maintained accurate CRM/ticketing records and support documentation • Collaborated with cross-functional teams to optimize workflows

2022 - 2024

Knowledge Base Developer / Technical Writer (Remote), The Knowledge Academy

Don't discloseTextText Generation

Provided AI-adjacent support through the creation of written user guides, FAQs, and onboarding documentation for SaaS customers. Worked with knowledge resources to improve clarity and reduce repetitive support requests through consistent, human-centered content updates. Supported workflow improvements by collaborating cross-functionally to maintain accurate documentation and records. • Authored and standardized technical documentation for global users • Improved content consistency via tone and formatting standardization • Maintained accurate knowledge base and support documentation using CRM/ticketing systems • Contributed to reducing repetitive customer support requests

2022 - 2024

Education

Work History