Open to opportunities

Elizabeth Muia

@elizabethmuia1

Customer Service and ICT professional delivering accurate support, quality assurance, and data-driven operational improvements.

Kenya

Message

What I'm looking for

I’m looking for a customer-focused, tech-enabled role where I can own issue resolution, improve processes, and keep data accurate—using my ICT, reporting, and quality assurance skills to deliver measurable results.

I’m a results-driven Customer Service and ICT professional with 4+ years of experience in customer support operations, data annotation, records management, and IT support. I focus on delivering high-quality customer experiences while keeping accuracy and compliance tight in fast-paced environments.

In my Customer Service Executive role, I handled 80+ customer interactions daily, maintained 100% adherence to attendance and quality assurance standards, and improved first-call resolution by resolving issues and escalations in line with company policies. I also prepared daily performance and activity reports using internal CRM and reporting tools, and supported onboarding and mentoring to improve ramp-up efficiency.

Earlier, I built machine-learning-ready datasets as a Data Annotator by labeling text, image, and video data—performing image segmentation and bounding box labeling, and working on intent recognition, named entity recognition, and topic categorization. I’ve also provided hands-on IT support, including installing and configuring systems and troubleshooting hardware, software, and network issues for end users.

Experience

Work history, roles, and key accomplishments

Customer Service Executive

Ison Xperiences

Nov 2024 - Feb 2026 (1 year 3 months)

Handled 80+ customer interactions daily by providing accurate product/service information while maintaining high customer satisfaction scores. Resolved inquiries, complaints, and escalations in line with policy to reduce repeat calls and improve first-call resolution, while sustaining 100% attendance and QA adherence.

Customer Support Operations Call Quality Assurance Process Improvement Escalation Handling Mentoring Attendance And QA Compliance

Data Annotator

Scale AI

May 2022 - Jul 2024 (2 years 2 months)

Annotated and labeled text, image, and video datasets to support machine learning model training and validation. Performed image segmentation and bounding-box labeling and classified text for intent recognition, named entity recognition, and topic categorization while meeting strict accuracy and productivity benchmarks.

Text Annotation Segmentation Named Entity Recognition Data Labeling Data Validation Benchmarking

IT Assistant

Dimensional Systems Ltd

Feb 2021 - Apr 2021 (2 months)

Provided technical support for hardware, software, and network issues, including installing, configuring, and maintaining computer systems and network infrastructure. Monitored system performance for fast end-user response times and implemented security and physical controls to protect confidential data and systems.

IT Support Systems Troubleshooting Network Infrastructure System Monitoring Data Protection Desktop Support Configuration And Implementation

ICT Attaché

Ministry of Finance, Makueni County Government

Oct 2019 - Dec 2019 (2 months)

Supported the installation, maintenance, and troubleshooting of ICT hardware and software while assisting with system upgrades and technical recommendations. Performed electrical safety checks and helped ensure minimal downtime through proactive monitoring and timely issue resolution.

Maintenance Technical Documentation