Fitz Gerald

Highly analytical and empathetic Psychology graduate blending clinical behavioral insights with extensive remote operations experience. Proven track record in high-conversion OnlyFans account management (chatting), bilingual AI training (English/Kiswahili), and executive virtual assistance. Expert at de-escalating customer conflicts, managing high-volume digital workflows, and utilizing generative AI to optimize customer engagement and data retention.

Lead Account Manager & Chatting Specialist at Lokal Engagement Agency (2025-11 – Present)

Operations Wound Down Late 2025

• Managed premium OnlyFans and digital creator accounts, utilizing psychological profiling and advanced rapport-building to maintain a 35% higher fan retention rate than team averages.
• Executed real-time, text-based sales and chatting workflows, turning cold interactions into high-ticket pay-per-view (PPV) sales through authentic, personalized dialogue.
• Maintained 100% strict adherence to account privacy guidelines and digital safety protocols, managing sensitive creator-subscriber data ethically.

Bilingual AI Trainer & Data Specialist (English / Kiswahili) at Invisible Technologies (2025-06 – 2025-10)

Contract / Project Completed

• Trained Large Language Models (LLMs) on complex psychological, behavioral, and emotional frameworks to optimize AI persona empathy and conversational pacing.
• Reviewed, annotated, and corrected AI-generated text in both English and Kiswahili, focusing on cultural localization, idiom accuracy, and grammatical precision.
• Achieved a 98% quality audit score in structured data collection and RLHF (Reinforcement Learning from Human Feedback) pipelines.

Remote Virtual Assistant & Customer Support Specialist at InVideo Support Workflows (2025-01 – 2025-06)

Restructured 2025

• Handled 50+ live chat and email support tickets daily, using psychological de-escalation techniques to handle distressed or angry international users with zero escalated incidents.
• Provided high-level virtual assistance to digital media teams, managing complex editing schedules, project timelines, and organizing large-scale media assets in cloud storage.
• Streamlined team workflows by creating standard operating procedures (SOPs) for incoming user feedback categorization.

Technical Customer Care Representative at Burn Manufacturing (2024-06 – 2024-12)

Digital Surveys Division

• Conducted high-volume remote outbound consumer data tracking and customer satisfaction surveys for 150+ regional accounts.
• Built seamless digital rapport with diverse demographics, translating technical user issues into actionable feedback reports for product development teams.

Bachelor's Degree in Psychology – Egerton University (2025)

Certificate in Digital Media & Content Strategy – Filamu Juani Foundation (2026)