Abigail Louk
Dayton,OH
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
Work History
Search Quality Rater
Welocalize
03.2024 - Current
- Conduct detailed annotation and labeling of data to train machine learning algorithms, ensuring precision and alignment with cultural, geopolitical, and linguistic contexts
- Maintain exceptional accuracy while adhering to industry best practices in data annotation, demonstrating a strong attention to detail
- Analyze and report system irregularities and annotation challenges, playing a crucial role in quality assurance and enhancing overall productivity metrics
- Collaborate with cross-functional teams to optimize data quality and contribute to the successful execution of project guidelines.
Content Moderator
Webhelp
10.2022 - 01.2024
- Evaluated and moderated user-generated content to ensure strict compliance with community guidelines and legal standards, fostering a safe online environment
- Proactively stayed informed about industry trends and emerging technologies, implementing best practices in content moderation and online safety
- Identified potential safety and security risks, escalating concerns to relevant teams to mitigate threats and enhance user protection
- Conducted in-depth analysis of content trends and user behavior, providing actionable insights to refine moderation strategies and improve community engagement.
Team Lead
CSD
01.2020 - 07.2022
- Led a diverse team of 18-25 staff members, providing mentorship and guidance while assisting in the training of over 100 new hires
- Optimized team performance by effectively managing agent schedules to ensure a consistent call volume and service delivery
- Conducted thorough quality control assessments on outbound calls for the deaf community, ensuring adherence to high service standards.
Captioning Assistant
CSD
04.2018 - 01.2020
- Streamlined day-to-day operations, contributing to enhanced efficiency and team productivity•
Delivered accurate and timely captioning services by multitasking effectively during live calls, typing at
speeds of up to 70 words per minute while maintaining active engagement - Played a key role in training and onboarding new hires, providing guidance and support to ensure a smooth
transition into call operations - Utilized advanced PC skills for extended periods to facilitate seamless communication and enhance service
delivery for clients - Contributed to quality assurance by monitoring and improving caption accuracy, ensuring a high standard of
service for the deaf and hard-of-hearing community
Store Manager
Vacs N' Videos
04.2017 - 02.2018
- Streamlined day-to-day operations, contributing to enhanced efficiency and team productivity
- Led a team of 5 associates, driving operational excellence and consistently meeting weekly sales targets through effective coaching and performance management
- Managed keyholder responsibilities, overseeing daily operations to ensure a high standard of customer service and store presentation.
Education
Cyber Security
Sinclair Community College
Dayton, OHHigh School Diploma -
Troy High School
Troy, OH01-2015
Skills
- Technical aptitude
- Reporting and analysis
- Test strategies and coverage
- Scripting and documentation
- Data Entry
- Paperwork Processing
- Scheduling
- Report Generation
- Call Management
- Microsoft /office
Timeline
Search Quality Rater
Welocalize
03.2024 - Current
Content Moderator
Webhelp
10.2022 - 01.2024
Team Lead
CSD
01.2020 - 07.2022
Captioning Assistant
CSD
04.2018 - 01.2020
Store Manager
Vacs N' Videos
04.2017 - 02.2018
Cyber Security
Sinclair Community College
High School Diploma -
Troy High School
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