Open to opportunities

moses bangura

@mosesbangura

Message

Customer Support Representative delivering empathetic, AI-assisted solutions for high-volume global clients.

Sierra Leone

Message

What I'm looking for

I’m looking for a full-time remote role where I can support customers across time zones, use AI to improve response quality, and own escalations end-to-end with clear processes, feedback, and measurable performance goals.

I’m a dedicated Customer Support Representative who delivers clear, empathetic, and solution-focused communication to diverse international audiences. I manage high-volume queries, resolve escalations calmly, and coordinate across teams to ensure outstanding customer outcomes.

In my remote roles, I’ve maintained 95%+ satisfaction/attendance while reducing response turnaround by 40% through AI-assisted customer communication and structured escalation protocols. I also support multilingual service quality by producing accurate written outputs in English, French, and Arabic, and evaluating AI-generated responses for tone, accuracy, helpfulness, and policy compliance.

Experience

Work history, roles, and key accomplishments

Current

Freelance Client Support Specialist

Current

Self-Employed

Jan 2024 - Present (2 years 5 months)

Managed end-to-end client communication cycles from onboarding and queries through delivery confirmation and follow-up across global time zones. Provided multi-channel support (email, chat, documentation) and maintained 100% on-time delivery with zero unresolved escalations.

Client Communication Onboarding & Support Email Support Live Chat Support Documentation Conflict Resolution Customer Relations

Current

Customer Support Coordinator

Current

Non-Profit Organisation

Jan 2023 - Present (3 years 5 months)

Served as the primary communication point for 100+ members across 4 teams, handling queries, complaints, scheduling, and escalations via digital channels. Maintained 95%+ satisfaction and attendance and reduced response turnaround by 40% using AI-assisted customer communication and structured escalation protocols.

Customer Support Live Chat Email Support Conflict Resolution Escalation Management AI Communications Zendesk Freshdesk Intercom

Current

Multilingual AI Quality Evaluator

Current

Outlier.ai

Jan 2023 - Present (3 years 5 months)

Evaluated and rated AI-generated customer support responses for tone, accuracy, helpfulness, and policy compliance to improve platform safety and response quality. Completed 500+ tasks with above-benchmark accuracy scores while flagging harmful or non-compliant content.

AI Response Evaluation Data Annotation Problem Solving Accuracy Assessment Content Safety