Athoumani Mohamed Ali

Athoumani Mohamed Ali- - Cairo, Egypt Comoros Islands PROFESSIONAL EXPERIENCE 2024/02 – present San Francisco, CA. USA, Remote, Cairo, Egypt Quality Assurance Specialist Woflow I perform quality assurance tasks within Woflow's Menu Marketplace, ensuring accuracy and adhering to policies and standards. I review other freelancers' completed work to assess quality, identify any errors or inconsistencies, and use Woflow's transcription software to transcribe restaurant menu data from various sources like PDFs, images, and websites. I follow the ideal workflow to accurately code data into different fields including item titles, descriptions, prices, and options while paying close attention to detail and maintaining a high level of accuracy at a fast pace. I collaborate with other freelancers and provide feedback to improve overall quality, meet or exceed productivity targets by completing tasks within set timeframes, maintain open communication with the Woflow team by promptly addressing any questions or concerns related to transcription, and ensure timely submission of completed tasks while demonstrating a strong work ethic and commitment to producing high-quality work consistently. 2023/09 – 2024/09 Severance, CO. USA, Remote, Cairo, Egypt Human Resources Intern Sports Media, Inc. I assist upper-level management in various aspects of HR. This includes recruiting talented individuals across all levels of the company, researching cost-effective means of recruiting, managing recruitment platforms, evaluating candidate resumes, and analyzing the effectiveness of training manuals and policies. I also contribute to the creation and updating of training materials and other necessary documents. 2023/09 – 2023/12 Cairo, Egypt Sales Representative Transcom In this role, I was responsible for handling smartphone renewals and attracting new subscriptions through outbound calls. Utilizing my persuasive techniques and negotiation skills, I overcame objections and secured deals that were beneficial to the company while providing customers with optimal value. I also served as the key point of contact for customers, managing relationships from the initial lead outreach until the purchase was made. 2023/07 – 2023/08 Pasadena, CA. USA, Remote, Cairo, Egypt Lead Generation Specialist Grupo Noa International I proactively contacted leads through various communication methods to engage potential customers. By effectively evaluating their needs and communicating the benefits of our insurance products, I generated interest and facilitated a seamless customer experience by coordinating with the Closing Deals Team. 2022/08 – 2023/06 Cairo, Egypt Customer Service Specialist Centro CDX I provided prompt resolutions to customer inquiries through phone and email using Zendesk, I developed and maintained positive relationships with subscribers, exceeding their needs and expectations. I also resolved complaints and collaborated with crossfunctional teams to improve the overall customer experience. Maintaining accurate records of interactions and transactions, I actively contributed to the development and enhancement of customer service processes and procedures. 2022/05 – 2022/08 Cairo, Egypt Travel Consultant Holidayme Through various communication channels, including phone, chat, and email, I assisted customers in planning and organizing their travel itineraries. Utilizing Salesforce, I efficiently managed customer interactions, provided personalized travel recommendations, and resolved inquiries and issues promptly. Collaborating with airlines, hotels, and other travel partners, I secured the best rates and accommodations for customers by staying up-to-date with industry trends and regulations. 2021/10 – 2022/02 Cairo, Egypt Customer Service Associate Teleperformance I delivered exceptional customer service to retail customers, handling inquiries, complaints, and issues related to products. With a focus on ensuring a smooth and satisfactory shopping experience, I assisted customers with order placement, tracking, and returns. I also provided technical assistance for digital products and collaborated with cross-functional teams to resolve customer concerns. 2021/06 – 2021/09 Remote, Cairo, Egypt Travel Agent eDreams ODIGEO During this time, I assisted customers in planning and booking various travel arrangements, including flights, hotels, car rentals, and vacation packages. By considering their preferences, budget, and desired travel destinations, I provided personalized recommendations and resolved inquiries and issues promptly through phone, email, and chat. Collaborating with travel partners, I secured reservations and stayed organized with accurate record-keeping. 2018/05 – 2021/03 Cairo, Egypt Customer Service Team Leader Xceed In this leadership position, I had the responsibility of overseeing performance, conducting shift briefings, and monitoring adherence to schedules. Furthermore, I actively listened to and evaluated the calls made by agents, providing coaching and engaging in discussions about their impact, advantages, solutions, and follow-ups. I effectively communicated key performance indicators to team members, identified areas of improvement in performance, and developed action plans to address those gaps. As part of my role, I recognized and rewarded high-performing team members, while also serving as a company advocate and offering technical assistance whenever required. Additionally, I regularly reported on team performance and metrics, drawing on my knowledge and experience to suggest process improvements. 2014/04 – 2018/05 Cairo, Egypt Customer Service Representative Xceed In this role, I answered incoming calls and provided personalized assistance to customers, ensuring their satisfaction and exceeding their expectations. Collaborating with team members and departments, I resolved inquiries and maintained accurate records of interactions and transactions. I stayed updated on product knowledge and company policies to provide accurate information and recommendations to customers. EDUCATION 2023 – present Online Campus, California, USA Bachelor of Science in Business Administration University of the People (UoPeople) 2007 – 2011 Cairo, Egypt Bachelor of Science in Hotel Restaurant and Tourism Management IAC International Academy 2003 – 2006 Moroni, Comoros High School Diploma Lycée Français Henri-Mâtisse PROJECTS 2024/06 – 2024/09 Bedrock Position: Quality Assurance (QA) Platform: Oneforma Location: Remote Role Overview: As a QA Specialist, I played a key role in enhancing AI usability by refining AI-generated content through rigorous quality assurance practices. My responsibilities included evaluating multilingual prompts targeting an LLM-powered AI chatbot, with a focus on accuracy, relevance, naturalness, clarity, metadata, and language/locale considerations. The project involved working with sensitive content and various categories such as PII (Personally Identifiable Information). Key Responsibilities: Conducted quality assurance for multilingual prompts in Canadian French (fr_CA) and French (fr_FR). Performed error detection in annotations and labels provided to prompts, ensuring adherence to project guidelines. Provided golden annotations and validated label accuracy for various content categories. Generated comprehensive reports based on quality assessments to drive AI model improvement. Collaborated with a remote team, attending online demos and learning sessions to enhance skills and knowledge. Notable Projects: Multilingual Prompt QA – French-Canada Multilingual Prompt QA – French-France Labeling/Annotation Prompt QA – Sensitive Content - French Canada Labeling/Annotation Prompt QA – Sensitive Content - French France Multilingual Completion QA – French-Canada Multilingual Completion QA – French-France Labeling/Annotation Prompt QA – PII - French Canada Labeling/Annotation Prompt QA – PII - French France Prompt/Response Authoring QA - Sensitive Content - French-Canada Prompt/Response Authoring QA - Sensitive Content - French-France Prompt/Response Authoring QA - French-Canada Prompt/Response Authoring QA - French-France Labeling/Annotation Prompt QA – Topic - French-Canada Labeling/Annotation Prompt QA – Topic - French-France COURSES 2024/07 – 2024/08 Online LLMOps: Building Real-World Applications With Large Language Models Udacity LANGUAGES French France English United States French Belgium French Switzerland Swahili Comoros French Canada SKILLS Communication Problem-solving Teamwork Time management Adaptability Customer service Sales Machine Learning Business administration Human Resources CRM platforms Microsoft Office Zendesk Salesforce Phone support Chat support Email support Leadership Client Relations Troubleshooting Team Collaboration Quality Assurance Call Center BPO Large Language Models Comet ML Artificial Intelligence MLOps Quality Assurance Natural Language Processing Annotation and Labeling Transcription Analytical Creative Thinking