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Zainab Zubair

@zainabzubair

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Detail-oriented data analyst with expertise in GIS and customer support.

Nigeria

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What I'm looking for

I seek a dynamic role where I can leverage my analytical skills and contribute to impactful projects while fostering a collaborative team environment.

As a dedicated professional with a Master's degree in Geographical Information Systems from the University of Portsmouth, I have honed my analytical skills and developed a strong foundation in data analysis and customer support. My experience spans various roles, including as a Call Centre Agent and a Large Language Model Annotator, where I evaluated AI outputs for accuracy and effectiveness.

Throughout my career, I have consistently demonstrated my ability to improve customer satisfaction and drive sales growth. At Yaliam Press Ltd, I successfully managed client orders and enhanced the customer experience, resulting in a 15% increase in satisfaction scores. My technical skills, including proficiency in SQL, ArcGIS Pro, and Microsoft Power BI, enable me to analyze complex data sets and contribute to informed decision-making.

Experience

Work history, roles, and key accomplishments

Remote Call Centre Agent

Wider Reach

Jan 2023 - Dec 2024 (1 year 11 months)

Received inbound calls and initiated outbound calls, guiding customers through the company’s website and subscription processes to ensure deals were closed. Assisted customers in finding their credit score.

Customer Service Sales Communication Credit Score Assistance

Large Language Model (LLM) Annotator

Oneforma

Jan 2023 - Dec 2024 (1 year 11 months)

Analyzed and evaluated AI output to determine factual accuracy, completeness, and helpfulness for given queries. Provided detailed annotations and general performance evaluations of the AI output.

Large Language Models Quality Assurance

Social Media/Ads Evaluator

Appen Connect

Jan 2020 - Dec 2022 (2 years 11 months)

Evaluated advertisements on Meta platforms to ensure compliance with specific client-defined criteria. Ensured quality and relevance of social media content.

Quality Assurance Content Moderation

Customer Support Officer

Yaliam Press Ltd

Jan 2017 - Dec 2020 (3 years 11 months)

Attended to clients’ orders from inception to delivery, managing both technical and financial details. Utilized Suite CRM to address complaints and queries, which improved customer satisfaction scores by 15%.

Customer Support Client Management Order Processing Microsoft Excel Sales Marketing Account Reconciliation

Trainee (Technical Support)

Galaxy Backbone

Jan 2015 - Dec 2016 (1 year 11 months)

Installed and configured switches and routers, solving network problems using basic troubleshooting techniques. Configured IP Phones and used Telnet for remote communication to resolve client networking issues.

Technical Support Troubleshooting Telnet IT Administration

Education

Degrees, certifications, and relevant coursework

University of Portsmouth

Master of Science, Geographical Information Systems

Completed a Master of Science degree focusing on Geographical Information Systems. Gained expertise in spatial data analysis, mapping, and remote sensing techniques.

University of Sharjah

Bachelor of Science, Management Information Systems

Grade: First class honors

Activities and societies: Certificate of Excellence for outstanding academic performance; Certificate of appreciation, Business Students Association; Certificate of Talent, Unilever Start-up College competition.

Earned a Bachelor of Science in Management Information Systems with a minor in Finance. Studied the integration of information technology with business management principles.