Reinier Estrella

Experienced AI Data Analyst and AI Speech Evaluation Specialist with a strong background in AI-generated content evaluation, data annotation, quality assurance, and language/speech assessment. Brings over a decade of experience in credit analysis, credit bureau reporting, customer service, technical support, case management, and quality-focused back-office operations, including experience with international customers and financial services. Skilled in AI/LLM response evaluation, speech and language quality assessment, data analysis, process compliance, critical thinking, and attention to detail.

Proven ability to analyze complex information, identify discrepancies, follow detailed guidelines, and provide consistent, objective feedback. Experienced team leader with strong communication, problem-solving, and analytical skills, adaptable to remote and project-based environments.

AI Data Analyst / AI Speech Evaluation Specialist - RWS – TrainAI - Philippines

(2026-01)

• Evaluated AI-generated speech and conversational responses for accuracy, naturalness, tone, pronunciation, and contextual relevance.
• Annotated and classified AI outputs according to detailed project guidelines and quality standards.
• Identified linguistic, conversational, and speech-quality issues to support AI model improvement.
• Conducted structured quality assessments across diverse conversational scenarios.
• Delivered consistent, evidence-based evaluations while meeting accuracy and productivity targets.

Credit Maintenance Analyst / Credit Bureau Report Reviewer - Citibank Philippines Shared Services - Taguig City

(2015-07 - 2025-12)

• Conducted credit bureau reviews and account analysis for Australian customers (10 to 20 Customers / day)
• Processed and reviewed reports from Equifax, Experian, and Illion
• Personally Handled customer disputes, escalations, and callback cases (handled average of 5 to 8 difficult complex cases per day)
• Supported credit card servicing including upgrades, balance transfers, and account maintenance (average 8 to 10 customers per day)
• Performed case management and back-office operations while maintaining compliance standards (average of 10 to 20 cases per day)
• Assisted customers with online and mobile banking concerns

Quality Assurance Analyst / Technical Support Representative - Teleperformance Philippines - Quezon City

(2010-11 - 2015-07)

• Monitored and evaluated customer interactions to ensure quality standards (20 to 30 QA reviews per day)
• Provided technical and customer support for telecommunications accounts (15 to 25 customers assisted per day)
• Assisted in coaching and process improvement initiatives (3 to 5 teams for coaching and individual coaching sessions)
• Delivered customer issue resolution while maintaining service metrics (SLA: up to 30 days for complex cases)

Technical Support Representative / Customer Service Associate - CyberOne Pty Ltd - Home-based / Makati City

(2009-11 - 2010-09)

• Delivered remote technical support and customer service assistance
• Handled troubleshooting, sales support, and collections-related concerns
• Assisted customers with account and technical issues in a fast-paced environment

Level 2 Technical Support Representative - TTEC Philippines - Quezon City

(2008-02 - 2009-10)

• Provided advanced technical troubleshooting and customer support (case managed complex cases)
• Resolved software, hardware, and connectivity concerns
• Maintained high customer satisfaction and issue resolution standards

Customer Service Representative - Sykes Enterprises - Makati City

(2007-09 - 2008-01)

Virgin Mobile USA

• Assisted customers with account inquiries and issue resolution (80 to 90 customers per day) Billing concerns/ escalations
• Maintained service quality and customer satisfaction targets

Site Supervisor / AutoCAD Designer / Data Analyst - Estrella Steel Works - Quezon City

(2002-01 - 2007-12)

• Managed project coordination and operational supervision
• Created AutoCAD layouts and design plans
• Performed administrative, cashiering, and data analysis tasks

Bachelor of Science in Business Administration - Management - Philippine School of Business Administration