Maia Gumban
Austin,TX
Summary
Dedicated Customer Service Representative with a strong background in hospitality. Skilled in establishing rapport with clients and enhancing customer satisfaction. Committed to contributing to company success through relationship building and partnership cultivation.
Overview
7
7
years of professional experience
Work History
Remote AI Annotation Specialist
RWS
12.2025 - Current
- Reviewed content and created scenarios for model analysis, enhancing the usefulness of responses and user experience.
- Evaluating model outputs for accuracy, clarity, and policy compliance.
- Applied detailed feedback to improve prompt quality and response consistency.
- Documented review notes and issue patterns for Outlier quality checks.
- Analyzed content for errors, bias, and missing context, improving accuracy and relevance in specialist workflows.
- Supported Outlier AI training projects with careful task review and guideline alignment.
Remote Redaction Analyst
Neubus Inc.
09.2025 - 05.2026
- Protected client confidentiality when handling sensitive document requests.
- Redacted and removed confidential information from government records before public release.
- Assessed requester eligibility for access to information in records to ensure compliance with confidentiality standards.
- Collaborated with teams to identify process improvements and resolve issues, enhancing overall operational efficiency.
- Verified data entries for completeness and consistency to ensure accuracy in documentation.
- Maintained accurate records of all data collected during analysis processes.
- Recognized customer needs quickly through active listening and engagement.
- Monitored operations and reviewed records and metrics to understand company performance.
- Set specific goals for projects to measure progress and evaluate end results.
Remote Search Quality Rater
Welocalize
05.2024 - 05.2025
- Evaluated search results using quality guidelines and rating scales
- Analyzed search queries against user needs and location context
- Reviewed pages for content quality, trustworthiness, and user satisfaction signals.
- Categorized online content as spam, misleading, or untrustworthy based on established guidelines.
- Flagged guideline issues and unclear results for team review.
- Documented detailed ratings in Welocalize reporting systems and task tools.
- Interpreted project instructions and updated judgment standards
Front Desk Receptionist/Guest Service Representative
Extended Stay Hotels
08.2019 - 03.2024
- Welcomed guests and supported check-in and check-out at the front desk.
- Answered phone calls and assisted with reservation requests using property management software.
- Resolved customer inquiries via phone, email, and chat support, enhancing overall guest experience.
- Addressed guest concerns with clear communication and excellent customer service, ensuring guest satisfaction.
- Assisted guests with local information and service needs.
- Checked guest identification and processed payments and billing transactions.
- Routed incoming calls to appropriate personnel or departments and documented messages.
- Resolved customer complaints and issues promptly following established procedures and de-escalation techniques.
- Entered data into computer systems to maintain accurate customer records.
- Helped schedule appointments for clients and visitors.
- Provided administrative support through filing, photocopying, and scanning.
- Compiled daily shift close reports and balanced cash register, ensuring accurate financial records.
Education
High School Diploma -
Westwood High School
Austin, TX05-2018
Skills
- Data entry accuracy
- Medallia and HotelKey experience
- Raterhub experience
- Microsoft Word, Excel and Google Suites proficiency
- Microsoft Teams and Zoom proficiency
- Excellent written and verbal communication
- Results-driven approach
- Quality assurance
- Customer support
- Ability to work autonomously
- Typing proficiency of 65 WPM
Timeline
Remote AI Annotation Specialist
RWS
12.2025 - Current
Remote Redaction Analyst
Neubus Inc.
09.2025 - 05.2026
Remote Search Quality Rater
Welocalize
05.2024 - 05.2025
Front Desk Receptionist/Guest Service Representative
Extended Stay Hotels
08.2019 - 03.2024
High School Diploma -
Westwood High School