Matheus Fontes

I'm currently training and evaluating large language models at iMerit and reviewing AI-generated content for Outlier. I improve responses for accuracy, coherence, safety, clarity, and correctness while completing annotation, classification, ranking, labeling, transcription, and evaluation work.

Across GovAssist, MadeOmni, TeamHired, Lanlink Tech, and Resource IT, I've supported customers through chat, email, calls, and service desks. I've handled visa and immigration support, protected confidential data, managed high-volume interactions, and used customer feedback to strengthen service operations.

I've built customer service frameworks and created practical training documentation that improved team consistency and performance. I also use automation tools, performance analytics, and case documentation to improve workflows and operational efficiency.

With more than seven years in service desk and customer support, I bring patient communication, customer relationship management, adaptability, and careful attention to quality targets.