Mercy Tochukwu Kaka

I am a curious, detail-oriented professional with experience in LLM evaluation (RLHF, Meta CUA), global research projects, and structured data validation. I enjoy breaking down complex workflows to ensure accuracy and clarity, and contributing to high-quality, actionable outputs. Adaptable and proactive, I excel in collaborative, process-driven environments and take pride in quickly learning new tools. Ethical, reliable, and solution-focused, I aim to deliver precise work that supports smarter AI and better decision-making.

Work History.

Customer Service & Operations Associate - Oni Martial Arts & Yoga

June 2023 - Present

Delivered multi-channel support (WhatsApp, email, in-person), achieving consistently high satisfaction ratings. Developed ticket categorization, escalation paths, and SLA tracking frameworks to optimize operational efficiency. Generated structured reports and feedback datasets to inform workflow improvements and client retention strategies. Assisted in training and onboarding new support staff, reducing ramp-up time by 25%.

Customer Relations Officer - Digital Witch

January 2023 - November 2025

Managed 100+ weekly customer inquiries via WhatsApp and Telegram, maintaining a 95% customer satisfaction rate. Recreated refund, escalation, and troubleshooting workflows, enhancing response efficiency by 30% and reducing resolution time by 25%. Maintained structured documentation of recurring customer issues to support process improvements and agent training. Collaborated with internal teams to simulate customer scenarios for AI output validation and workflow assessment.

Customer Support Operator – LLM Evaluation / Business Analyst (RLHF & Meta CUA Projects) - Turing

November 2025 - January 2026

RLH Projects

Evaluated LLM outputs against detailed RLHF guidelines to ensure accuracy, alignment, and consistency. Annotated structured datasets, identified edge cases, and incorporated iterative feedback to refine outputs.

Contributed to improved LLM reliability and quality, ensuring outputs met internal standards and stakeholder expectations.

Validated workflows, knowledge base content, and structured data on the Meta CUA platform. Simulated platform processes and incorporated feedback to maintain high-quality standards for AI evaluation tasks.

Ensured accurate, actionable, and compliant outputs while improving the efficiency and reliability of evaluation workflows for ongoing LLM projects.

Project Coordinator - Sweet Essence

December 2024 - December 2025

TooGoode

I coordinated multiple projects using tools like Notion, Zapier, Trello, and Salesforce CRM, tracked deadlines, and ensured quality standards were met. Collected, validated, and analyzed operational and market data. Developed SOPs and structured documentation to improve team efficiency and knowledge management. Facilitated communication between teams and stakeholders.

Improved team workflow efficiency, ensured timely and accurate project delivery, and enhanced documentation and reporting practices.

Client Collaboration & Customer Service Operations Associate - PlanetIX

March 2021 - February 2022

Resolved customer complaints within 24 hours using Zendesk, increasing repeat business by 15%. Created and maintained knowledge base articles and FAQs, reducing repetitive inquiries by 20%. Coordinated with cross-functional teams to ensure accurate documentation, improving data retrieval times by 40%. Participated in workflow QA and escalation simulations, identifying areas for automation and process optimization.