Sheron Abonyo

Customer Support Specialist with over five years of experience providing remote customer service, online education, and AI data operations. Skilled in resolving customer inquiries through email, chat, and phone while maintaining accurate records and delivering excellent customer experiences. Experienced in CRM systems, data annotation, quality assurance, and working in fast-paced remote environments.

Recognized for clear communication, empathy, attention to detail, and the ability to follow established processes while meeting service-level targets.

Customer Support Specialist (2020-01 – 2022-12)

• Assisted customers through email, live chat, and phone, resolving account, billing, and platform-related inquiries.
• Documented customer interactions accurately using CRM systems and internal support tools.
• Escalated technical issues to appropriate departments while ensuring customers received timely updates.
• Maintained high standards of professionalism, empathy, and confidentiality during customer interactions.
• Worked independently in a remote environment while meeting productivity and quality expectations.
• Successfully resolved a customer account access issue by verifying account information, coordinating with the technical support team, and restoring access within the required service timeframe, resulting in positive customer feedback.

AI Data Annotation & Language Quality Specialist (2021-01 – Present)

• Annotated language datasets for machine learning and AI projects.
• Reviewed text, transcription, and language outputs according to detailed project guidelines.
• Performed quality assurance checks to ensure consistency and accuracy.
• Reported unclear cases and documented issues to improve annotation quality.
• Maintained productivity while meeting strict quality standards.
• Consistently maintained high-quality annotation standards by carefully reviewing edge cases and escalating unclear instructions, helping improve overall dataset accuracy.

Online English Teacher (2019-01 – Present)

• Delivered online English lessons to learners from different countries.
• Developed students' speaking, pronunciation, grammar, and communication skills.
• Managed lesson scheduling, student progress tracking, and learning resources independently.
• Adapted teaching methods to different learning styles and student goals.
• Improved learner engagement by adapting lesson content to students' individual learning needs, resulting in stronger participation and positive learner feedback.

Certificate in Hospitality Management – Utalii College