Darlan Cunha de Morais Filho
@darlancunhademoraisf
Customer Service Representative and data-quality assessor, combining airline support expertise with annotation QA rigor.
What I'm looking for
I’ve been working as a Customer Inquiry Handling professional for Iberia/British Airways since 28/04/2019, responding to inquiries on bookings and cancellations, processing reservations in airline systems, and guiding customers through check-in and boarding. I also support passengers during delays or cancellations with rebooking and issue resolution, including special needs assistance and service upselling.
In 2025, I expanded into digital quality work as a Personalized Internet Assessor (Portuguese), where I evaluate search result relevance, assess ad quality and appropriateness, and analyze online content for quality and accuracy. I apply cultural understanding to identify localization issues and stay up to date with online trends.
Across annotation and QA roles, I’ve contributed to data annotation projects and quality assurance: annotating Portuguese text with guideline-aligned themes/sentiments, performing quality audits, and improving processes through feedback. I’ve also worked on geospatial evaluation (property map accuracy, geospatial data QA, cadastral analysis, and reporting) and handled labeling quality standards for the Gemini project, including error trend analysis and corrective actions.
Earlier experience includes customer support for the Xbox Project (troubleshooting, account management, product support, and order/shipping assistance) and leadership responsibilities as a Nurse Director, where I managed clinical units and maternity operations. Across every role, I bring a detail-focused, guideline-driven approach and a strong commitment to delivering clear, accurate support or data quality.
Experience
Work history, roles, and key accomplishments
Annotation Project for AI
Oneforma
Apr 2025 - Present (1 year 3 months)
Annotate Portuguese text for an AI project following defined labeling guidelines. Perform quality assurance checks and support process improvement through feedback.
Personalized Internet Assessor - PT
TELUS
Feb 2025 - Present (1 year 5 months)
Evaluate search results and assess the relevance and quality of online content and advertisements. Apply cultural understanding to identify localization issues and ensure guideline-compliant judgments.
Customer Service Representative
Iberia / British Airways
Apr 2019 - Present (7 years 3 months)
Handle customer inquiries related to bookings, cancellations, check-in, and boarding, including flight disruption support. Use GDS/airline systems to manage reservations, assist special needs passengers, and resolve complaints.
Maps Evaluator
Peroptyx
Feb 2025 - May 2025 (3 months)
Evaluate property map accuracy and identify discrepancies using TryRating. Perform geospatial QA, support validation with cadastral data, and produce reporting on evaluation results.
Labeling Auditor (Gemini Project)
Tech Mahindra
Jan 2024 - Oct 2024 (9 months)
Develop labeling quality standards and audit labeled data for accuracy and guideline compliance. Identify recurring error patterns and provide targeted feedback to labelers while supporting process alignment.
PQU Annotation Quality Auditor
Tech Mahindra
Apr 2023 - Jan 2024 (9 months)
Audit annotated data to ensure accuracy, consistency, and adherence to quality standards and guidelines. Analyze error trends, provide feedback to annotators, and coordinate quality improvement activities across teams.
PQU Annotator
Tech Mahindra
Jan 2023 - Apr 2023 (3 months)
Perform AI data annotation following task guidelines using annotation tools. Work across multiple data types and support data cleaning and quality assessment.
Real Estate Agent
ERA Setúbal Este
Mar 2017 - Sep 2018 (1 year 6 months)
Create and maintain property listings and consult with clients on needs, preferences, and budgets. Support showings and guide deal negotiations through closing and ownership transfer paperwork.
Customer Service Representative
Marjorel
Sep 2017 - Aug 2018 (11 months)
Assist customers with Xbox-related technical issues and account inquiries. Provide product support, help with order/shipping questions, and resolve complaints to maintain customer satisfaction.
Nursing Professional
Hospital da Sagrada Familia
Dec 2007 - Dec 2016 (8 years 11 months)
Work as an intensive care and surgical care nurse for critical patients. Handle infusion pumps and multi-parameter monitoring and provide care involving hemodialysis and related procedures.
Nurse Director
Santa Casa de Misericórdia da Bahia
Apr 2015 - Dec 2016 (1 year 8 months)
Lead nursing operations including clinical unit and maternity management, with technical responsibility for the nursing team. Supervise internships and teach clinical practice in the nursing residency module.
Sales Representative
B. Braun Brasil
Feb 2007 - May 2009 (2 years 3 months)
Train and sell hospital medical supplies, including intensive care products and dialysis methods. Support adoption of medical equipment and solutions in healthcare settings.
Education
Degrees, certifications, and relevant coursework
Universidade Católica do Salvador
Enfermeiro, Nursing
2003 - 2007
Enfermeiro (nursing) education at Universidade Católica do Salvador from 2003 to 2007.
Availability
Location
Authorized to work in
Job categories
Skills
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