Angela Balongi

Managed high-volume customer support tickets via Zendesk, troubleshooting mobile order, loyalty rewards, and gift card issues with accurate first-contact resolutions using Zendesk and Salesforce. Delivered bilingual (EN/FR) refund, points adjustment, and escalation support to retain customer loyalty.

Annotated and refined text and multimodal AI training and evaluation datasets to improve model accuracy, fluency, and alignment. Built and reviewed adversarial test prompts in French-Canadian and other locales to identify AI safety vulnerabilities and flag behavioral inconsistencies.

Annotated and refined text and multimodal AI training and test datasets to improve model accuracy, fluency, and alignment with human values while maintaining quality standards. Conducted AI safety testing via adversarial prompt construction and jailbreaking to identify vulnerabilities, and reviewed model responses to flag behavioral patterns and inconsistencies.

Coordinated time-sensitive patient and clinic orders for medical supplies, managing 50 to 70 orders daily including urgent shipments, returns, and equipment recovery. Supported at-home treatment programs by handling onboarding, prescription verification, and logistics scheduling, and investigated shipment exceptions to resolve credits and reduce repeat follow-ups.

Coordinated daily transportation operations by managing driver, client, and bus-partner scheduling, route updates, and real-time disruption responses. Updated CRM and operational systems to reflect service changes and handled logistics exceptions by communicating action plans to minimize service impact.

Processed and tracked monthly work orders in a CMMS database, maintaining service status, equipment history, and resolution notes across multiple client accounts. Managed English/French intake and escalations in line with contract SLAs, meeting 4-hour resolution targets by routing requests to field teams and ensuring compliant documentation.

Grade: 3.8

Activities and societies: Participated in marketing events and networking sessions organized through Humber Polytechnic, connecting with industry professionals and fellow students to build real-world perspective alongside my studies.

Pursuing a Bachelor of Commerce in Marketing with coursework in CRM systems, digital & social media marketing, market research & analytics, and data analysis.