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Luciana
AI Tester & Customer Service Specialist at GovAssist
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Competencies
Skilled in handling complex inquiries and delivering clear, effective support across multiple channels.
Experienced in auditing and training AI systems to ensure accuracy and compliance in chatbot responses.
Proficient in applying communicative, task-based, and project-based learning techniques to foster language acquisition.
Strong command of Zendesk, Confluence, Slack, CRM platforms, and productivity tools to support operational efficiency.
Education
Languages
Summary
Experienced in AI quality assurance, customer service, and language education, adept at enhancing operational accuracy and customer satisfaction through effective communication and technical skills.
Key Achievements
- Ensured AI chatbot responses met quality, compliance, and accuracy standards, reducing errors and improving customer satisfaction.
- Resolved complex travel and visa inquiries efficiently, enhancing user experience in a high-volume support environment.
- Utilized multiple platforms (Zendesk, Confluence, Slack) to streamline customer support processes and improve team collaboration.
Experience
Secondary School English Teacher
Utilize a variety of teaching methodologies (communicative, task-based, and project-based learning) to foster an immersive English language environment.. Monitor and evaluate student progress through formative and summative assessments, providing personalized feedback to support individual learning trajectories.. Maintain a productive and inclusive learning environment by employing effective behavior management strategies and conflict resolution techniques.
AI Tester & Trainer (Quality Assurance & Support)
Acted as a human-in-the-loop to audit AI chatbot responses, ensuring travel and visa advice was accurate, compliant, and easy for customers to understand.. Identified recurring errors or 'hallucinations' in AI-generated answers and reported them to the technical team for correction.. Maintained rigorous logs of AI performance from a customer-centric perspective, focusing on user satisfaction and clarity.
Level 2 (L2) Customer Service Representative (Travel & Visas)
Resolved complex inquiries regarding international travel and passport applications in a fast-paced, high-volume environment.. Utilized Zendesk and Atlassian to manage tickets and Slack for real-time team collaboration.. Maintained a calm, professional demeanor while de-escalating frustrated clients and providing clear, actionable solutions.
Skills
Video Transcript
professional language educator
Hi, I'm Luciana. I'm a professional language educator, which provides me with a strong foundation in pedagogical leadership and instructional design. Over the past five years, I have specialized in remote first global operations. I have served as a customer senior specialist and AI content trainer at GovAssist, a global firm where I handled VIP clients, managed complicated cases, and provided training for newcomers as well. I am proficient in using Zendesk to manage support tickets and ensure seamless customer experience, even in fast-paced, high-volume environments. My proudest career achievement was designing and implementing a specialized communication protocol for complex language barrier situations. This protocol was so effective that it was adopted as the new company-wide standard. I think you should hire me because I don't just solve tickets. I build systems that improve the user experience. With five years of remote expertise and a unique blend of educational leadership, I am ready to add immediate value to your team. Thank you for listening.