Vivien L.

Key Skills

Software

No software listed

Top Subject Matter

Customer incident/risk case analysis and compliance workflow correction

Audit-driven evaluation

policy review

Top Data Types

Text

Document

Top Task Types

Question Answering

Freelancer Overview

Customer Experience Specialist (Incident & Risk Management). Brings 12+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Internal and Proprietary Tooling. Education includes Foundation In Engineering, Universiti Teknologi PETRONAS (2016). AI-training focus includes data types such as Text and labeling workflows including Question Answering, Evaluation, and Rating.

Labeling Experience

Project & Vendor Management (Process Audits & Policy Design)

Text

Conducted internal process audits across international vendor sites to evaluate operational workflows against global compliance standards. Performed risk control reviews and root-cause analysis, then guided refinement and rollout of key operational guidelines and workflows. Coordinated multi-region stakeholders to ensure local governance aligned with global directives. • Governed 3 international vendor sites through structured quality assessments • Reviewed policies/workflows and strengthened regional risk mitigation • Performed root-cause analysis to close operational gaps • Coordinated cross-border stakeholder governance for compliance alignment

2020 - 2025

Customer Experience Specialist (Incident & Risk Management)

TextQuestion Answering

Handled end-to-end investigations of high-risk customer escalations, effectively analyzing case narratives to determine underlying causes and corrective actions. Tracked and documented issue resolutions in a CRM to support consistent follow-up and prevent repeat compliance breaches. This work involved structured review of customer reports and translating findings into actionable workflow improvements. • Collected relevant details across cases for root-cause analysis • Applied corrective workflows to address identified gaps • Managed case follow-ups and documented outcomes in CRM • Supported service delivery quality and benchmarking via incident handling

2019 - 2020

Education

Work History