Gift Akpaka

At Otaku Hugo Tech, I provide phone, chat, email, and back-office support for patients, resolving prescription, onboarding, payment, pharmacy, and service issues. I manage 100+ tickets weekly while maintaining a 100% CSAT score and an average first response time of 30 seconds.

I use CRM and Zendesk to investigate, document, and follow through on cases, ensuring patients receive clear, empathetic support. I also work closely with internal teams to escalate complex concerns while following HIPAA, privacy, and support guidelines.

Previously at Otaku Hugo Tech, I annotated and evaluated large-scale video, text, image, and audio datasets for AI/ML training. My work included 30,000+ video clips for AR/MR glasses, model-response evaluation, human-behavior captioning, avatar evaluation, and quality improvements that reduced project rework by 25%.

I also bring quality management, data analysis, sales, and customer-service experience from FCI Smyle Ice Cream, Brilliant Coat Nigeria Ltd, and Lionbridge. I enjoy combining careful documentation, practical problem-solving, and strong communication to improve both customer and data quality outcomes.