Looking for a job

Lilian Francis

@lilianfrancis

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Technically curious support professional bridging customer success, data analysis, and technical support.

Canada

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What I'm looking for

I seek a remote-friendly technical support or customer experience/ analyst role where I can own incidents end-to-end, collaborate with engineering, apply scripting/support/data skills, and drive reliability improvements.

I am a technically curious support engineer who operates at the intersection of customer support, engineering, and data analysis across SaaS, AI, and financial services environments.

I own customer issues end-to-end, troubleshoot complex systems using logs and metrics, and reproduce bugs with clear steps to accelerate engineering fixes.

I apply scripting and data skills (Python, SQL, Excel) to investigate issues, automate tasks, and improve support processes while contributing documentation and knowledge-base content.

I am comfortable in remote, asynchronous teams, familiar with Git workflows, and passionate about Customer experience, infrastructure troubleshooting, and improving platform reliability.

Experience

Work history, roles, and key accomplishments

Current

Associate Support Engineer

Current

Outlier

Dec 2025 - Present (3 months)

Investigated AI-generated outputs for correctness, reproduced issues with clear steps, and provided structured feedback to improve system reliability and response quality.

AI Evaluation Bug Reporting Python Documentation & QA Remote Collaboration

Executive Officer

Department for Work and Pensions

Jul 2024 - Nov 2025 (1 year 4 months)

Owned customer cases end-to-end, troubleshot complex internal systems using logs and diagnostics, and collaborated with technical teams to resolve escalations and improve knowledge sharing.

Customer Support Escalation Management Documentation Diagnostics Ticketing Systems Root Cause Analysis

Customer Consultant

Wescot Credit Services

Feb 2024 - Jul 2024 (5 months)

Handled high-volume technical and process-related customer issues in a ticket-driven environment, resolving first-contact issues and escalating complex cases with detailed notes.

Ticketing Systems Escalations Process Improvement Record keeping Audit Support Troubleshooting

Customer Service Unit Head

Fidelity Bank Plc

Nov 2019 - Sep 2022 (2 years 10 months)

Led operational support workflows, used SQL and Excel to analyze service data and identify recurring failures, and drove improvements that raised customer satisfaction from 78% to 92%.

Team Leadership SQL Excel Data Analysis Service Improvement Stakeholder Management Operational Support Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

University of Hull

Master of Science, Artificial Intelligence & Data Science

2022 - 2023

Completed an MSc in Artificial Intelligence & Data Science with coursework and projects focused on machine learning, data analysis, and AI applications.