AI Content Evaluation Specialist at Mercor (2026-04 – Present)
- Evaluate and score large-scale generative AI outputs for content accuracy, logical flow, and aesthetic appeal based on strict technical guidelines.
- Annotate and refine multi-modal data to train and optimize advanced Large Language Models (LLMs) for a leading artificial intelligence research lab.
- Analyze visual and textual data to identify biases, inconsistencies, and formatting flaws, directly improving the quality and safety of AI-generated assets.
- Provide comprehensive, high-quality feedback and Reinforcement Learning from Human Feedback (RLHF) to align AI model responses with human preferences.
- Maintain high throughput and accuracy metrics while independently managing remote project deadlines and shifting evaluation criteria.
Technical Support Engineer at Pod Point (2021-05 – 2023-12)
- Provided technical support for a commercial EV charging SaaS platform, resolving software, hardware, firmware and connectivity issues for business customers.
- Investigated technical incidents using Kibana log analysis, identifying root causes and supporting engineering teams with technical escalations.
- Collaborated across Product, Engineering, Operations and Field Service teams to resolve customer-impacting faults and improve service reliability.
- Analysed recurring technical issues and customer trends, contributing to product and knowledge base improvements.
- Managed technical cases through Salesforce while maintaining accurate documentation and communicating clearly with both technical and non-technical stakeholders.
Quality Coach at Arvato CRM Solutions (2020-08 – 2021-04)
- Audited customer interactions against contractual KPIs and quality standards within the Green Homes Grant Scheme, ensuring consistency, compliance and service excellence.
- Delivered one-to-one and group coaching using evidence-based feedback to improve advisor performance and regulatory compliance.
- Analysed quality trends, recurring customer issues and process gaps, presenting findings that supported operational improvements.
- Designed coaching sessions, training materials and quality resources to promote consistent service standards across the operation.
Technical Support Associate at Netflix (2020-01 – 2020-08)
- Delivered Tier 1 and Tier 2 technical support via phone and live chat across Europe.
- Diagnosed streaming, authentication, payment and device compatibility issues across Smart TVs, games consoles, web browsers and mobile devices.
- Resolved high volumes of technical enquiries while maintaining documentation and meeting quality targets.
Product Support Consultant at Roche Diabetes Care (2018-12 – 2019-12)
- Provided technical support to patients and healthcare professionals using Roche diabetes management software and connected glucose monitoring devices.
- Diagnosed software, hardware and connectivity issues while managing cases through Salesforce within a regulated healthcare environment.
- Collaborated with internal specialists to resolve complex technical queries while maintaining accurate documentation.
