Summary
Work History
Education
Skills
Timeline
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Heather Henriksen

Round Lake Beach,Illinois

Summary

Detail-oriented client service and quality professional with experience in AI response evaluation, technical software support, training, and quality assurance. Proven ability to assess complex guidelines, document clear rationales, and maintain accuracy under tight deadlines in fully remote environments. Strong background in escalation handling, user communication, and cross-functional collaboration.

Work History

AI Generalist (Contract)

Outlier
2025 - Current
  • Evaluated AI-generated responses for accuracy, completeness, tone, and instruction-following using structured rubrics
  • Wrote clear, concise rationales to document decisions and provide actionable feedback
  • Conducted fact-checking and light research to validate claims and improve response quality
  • Identified ambiguity, safety concerns, and low-quality outputs and followed escalation procedures
  • Maintained consistent throughput while adapting to evolving guidelines and requirements in a remote environment

Eaglesoft Software Support Specialist

Patterson Technologies
2023 - 2025
  • Provided technical support to dental offices using Eaglesoft software, minimizing disruption to daily operations
  • Assisted with software installation, configuration, updates, and data migration
  • Troubleshot software errors, system crashes, and hardware-related issues
  • Trained users on scheduling, patient records, billing, and core system functions
  • Documented issues and resolutions accurately in a ticketing system
  • Collaborated with internal teams to escalate and resolve complex technical issues

Chat Beauty Advisor/Client Service Representative

Inktel
2022 - 2023
  • Delivered customer support via chat for clients
  • Recommended products and services based on customer needs and preferences
  • Supported loyalty programs and credit card enrollment through clear, customer-focused communication
  • Handled exchanges, returns, and escalations in alignment with brand policies
  • Maintained professionalism, accuracy, and brand voice across all interactions

Training Manager

Talent World Group
2021 - 2022
  • Evaluated existing training programs and recommended improvements to increase engagement and retention
  • Ensured training materials were accurate, current, and aligned with organizational goals
  • Identified operational gaps and opportunities for training enhancements
  • Collaborated cross-functionally to support organizational and client needs

Customer Service Representative

Alight Solutions
2016 - 2017
  • Handled client inquiries across multiple service lines while adhering to quality and compliance standards
  • Processed policy changes, endorsements, cancellations, and client service requests
  • Communicated coverage information clearly to clients and internal partners

Customer Care Quality Analyst

Volkswagen Credit
2011 - 2016
  • Conducted audits of back-office transactions to ensure compliance with standards and regulations
  • Performed call monitoring and quality evaluations for customer service teams
  • Led calibration sessions to align teams with brand and quality expectations
  • Provided coaching and documented feedback to improve performance and consistency

Education

High School Diploma -

Grant Community High School
Fox Lake, IL

Skills

  • AI response evaluation & rubric-based grading
  • Fact-checking & light research
  • Quality assurance & audits
  • Technical troubleshooting (software & systems)
  • Ticketing systems & documentation
  • Remote, asynchronous work
  • Training & coaching
  • Escalation handling & issue resolution

Timeline

AI Generalist (Contract)

Outlier
2025 - Current

Eaglesoft Software Support Specialist

Patterson Technologies
2023 - 2025

Chat Beauty Advisor/Client Service Representative

Inktel
2022 - 2023

Training Manager

Talent World Group
2021 - 2022

Customer Service Representative

Alight Solutions
2016 - 2017

Customer Care Quality Analyst

Volkswagen Credit
2011 - 2016

High School Diploma -

Grant Community High School

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Heather Henriksen