Zainab O.

Key Skills

Software

Other

Appen

Clickworker

CrowdSource

Data Annotation Tech

Mercor

Top Subject Matter

Customer support issue triage for fintech/e-commerce platform access

Payments Domain Expertise

and navigation

Top Data Types

Text

Document

Image

Top Task Types

Classification

Question Answering

Text Generation

Freelancer Overview

FINFLOW | Remote (US Client) Customer Support Representative (Tier 1 & Tier 2). Brings 9+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Other. Education includes Bachelor of Science, University of Lagos. AI-training focus includes data types such as Text and labeling workflows including Classification.

Labeling Experience

GLOBALTECH SOLUTIONS | Remote (US Client) Client Success & Support Liaison

OtherTextClassification

Acted as the primary liaison between clients and the technical team, supporting onboarding and post-sale issue resolution for SaaS accounts. Documented client feedback and technical bugs to help teams refine product usability and reduce churn risks. Applied structured classification of support issues and tracked them through collaboration with cross-functional stakeholders. • Captured and organized client feedback and bug reports for engineering review. • Supported smooth onboarding for new accounts via coordinated issue triage. • Proactively addressed concerns to prevent churn risks and improve retention. • Ensured clear communication between client-facing teams and technical staff.

2022 - Present

APEN RETAIL | Remote (UK Client) Customer Support Lead

OtherTextClassification

Led high-volume inbound support for UK clients through calls and live chats, handling product inquiries and technical issues. Maintained complete CRM record accuracy by logging every interaction to ensure consistent shift handovers. Resolved escalated complaints by categorizing issues and applying empathetic troubleshooting to improve CSAT. • Logged interactions with accurate categorization for CRM/ticket continuity. • Troubleshot recurring technical inquiries using standardized response workflows. • Improved response times using email templates for common questions. • Drove CSAT improvements by resolving escalations efficiently within SLAs.

2020 - 2021

FINFLOW | Remote (US Client) Customer Support Representative (Tier 1 & Tier 2)

OtherTextClassification

Provided tier 1 and tier 2 multi-channel support via email, chat, and calls to users, including troubleshooting and resolving access, payment, and navigation issues. Documented user-reported problems and outcomes to ensure consistent handovers and accurate follow-up actions. Performed structured communication for support workflows rather than model annotation, using labeling-like classification of issue types and resolutions. • Logged and categorized incidents in CRM/ticket workflows for downstream resolution. • Verified and tracked user outcomes within agreed SLA timeframes. • Coordinated with technical teams to address payment gateway and login errors. • Supported onboarding-related issue resolution for improved retention and completion.

2018 - 2019

Education

Work History