Annette Diamond
Maitland,Florida
Summary
Proactive Customer Success Manager with extensive experience leading community engagement, managing contributor teams of 300+, and delivering high-quality technical support, proficient at fostering collaboration, ensuring project excellence, and driving satisfaction through clear and concise communication.
Overview
9
9
years of professional experience
Work History
Queue Manager
Scale AI
Remote
06.2023 - 07.2025
- Supported both generalist and domain-specific workflows across a variety of project types and formats.
- Served as the main point of contact for contributor groups, managing communications for communities of up to 1,000+ participants using Discourse and Slack.
- Created project instructions, drafted public-facing posts, shared updates, and facilitated contributor engagement across multiple projects.
- Onboarded contributors, led live training sessions via Zoom and Google Meet, and provided ongoing support throughout each project.
- Held daily syncs with project leadership to share feedback, report issues, and align on contributor performance and project direction.
- Conducted audits of contributor tasks, assisted in rubric development, and helped uphold project standards and expectations
Freelance
Various Platforms and Clients
Orlando, FL
01.2020 - 01.2023
- Provided on-demand delivery and transportation services through platforms including Shipt, Uber Eats, Uber, and Lyft, maintaining a consistent record of professionalism and customer satisfaction.
- Worked as a freelance proofreader for independent authors, reviewing manuscripts for clarity, grammar, and consistency through direct client referrals.
- Served as a personal assistant to an independent author, managing scheduling, digital organization, and general administrative support.
- Participated in AI training and evaluation projects across multiple platforms, contributing to tasks such as data labeling, content evaluation, and model assessment.
Software Support Specialist
Transaction Data Systems
Orlando, FL
05.2016 - 07.2019
- Provided technical support for proprietary software platforms, including troubleshooting and internal training on new system features and updates.
- Managed approximately 30 incoming calls and emails with a 95% first contact resolution.
- Handled complex customer escalations with a focus on de-escalation, resolution, and clear communication.
- Collaborated with internal teams to improve and streamline reporting processes through workflow adjustments and cross-functional coordination.
- Maintained organized and accurate records of reporting activities and customer interactions to support internal documentation standards.
Education
A.A. - Computer Networking and Security
Brown Mackie College
Tucson, AZSkills
- Issue escalation and resolution
- Contributor retention and satisfaction
- Cross-functional team collaboration
- Communication & Training
- User Adoption
- AI & Machine Learning
- LLMs: GPT, Claude, Grok, Gemini
- Google Workspace (Docs, Sheets, Slides)
- MS Office
- Various Communication Platforms
- Customer service
- Team leadership
- Decision-making
- Complex Problem-solving
- Staff training and development
ADDITIONAL EXPERIENCE
- Network Administrator | Harbor House Women's Shelter | 2016
- Technical Support Representative (Temporary Role) | Orlando Utilities Commission | 2015
- Technical Support Specialist | Tucson Electric Power | 2014-2015
- Technical Support Specialist | Pima County Justice Court | 2011-2014.
Timeline
Queue Manager
Scale AI
06.2023 - 07.2025
Freelance
Various Platforms and Clients
01.2020 - 01.2023
Software Support Specialist
Transaction Data Systems
05.2016 - 07.2019
A.A. - Computer Networking and Security
Brown Mackie College