Tilda Chawey

Customer Success and Operations professional with 8+ years of experience across SaaS support, background screening, HR administration, customer service, and business operations. Skilled in managing customer enquiries, resolving complex issues, maintaining compliance, and supporting cross-functional teams. Recognised for excellent communication, strong organisational skills, and delivering high-quality service in fast-paced environments.

Global Support Specialist at Certn (2026-03 – Present)

• Provide advanced customer support via phone, email, and live chat.
• Resolve technical and account-related issues through Certn's SaaS platform.
• Collaborate with Product and Operations teams using Jira and Slack.
• Maintain accurate case documentation and identify recurring support trends.

Background Screening Analyst at Certn (2024-07 – 2026-03)

• Conducted criminal record, employment, education, and reference checks.
• Managed case files from initiation through completion while meeting SLAs.
• Investigated discrepancies and communicated findings to clients.
• Ensured compliance with screening procedures and regulatory requirements.

Data Services Specialist (Freelance) at RWS Group (2024-04 – Present)

• Performed data annotation and quality assurance for AI training projects.
• Worked across audio, video, and text-based datasets.

AI Trainer (Freelance) at Outlier (2024-05 – 2025-04)

• Trained and evaluated AI models to improve response quality and accuracy.

Customer Operations Specialist at Benivo (2023-01 – 2023-03)

• Supported customers through email, phone, and chat.
• Processed payment-related tasks and maintained accurate records.
• Collaborated with Finance, Client Management, Content, and Technical teams.

Crowd Success Associate / Service Centre Administrator at Limitless Technologies (2019-09 – 2022-08)

• Produced client reports and performance dashboards.
• Managed customer support operations and ambassador engagement.
• Conducted data analysis and identified operational trends.
• Organised meetings and handled general administration duties.

Dental Receptionist at Various

Held customer service, reception, HR support, and administrative positions

First Contact Advisor at Various

Business Development Manager at Various

HR Assistant at Various

Customer Service Assistant at Various

BSc in Management & Human Resources – Plymouth University

BTEC Level 3 in Business

BTEC Level 2 in Business