Fitz Gerald
Remote Operations & Customer Engagement Specialist
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About
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.
Experience
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.
Education
Bachelor's Degree in Psychology – Egerton University (2025)
Certificate in Digital Media & Content Strategy – Filamu Juani Foundation (2026)
