Summary
Overview
Work History
Education
Skills
ADDITIONAL EXPERIENCE
Timeline
Generic

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
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
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
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, AZ

Skills

  • 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

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