Lola Kazzim

Senior Technical Support Analyst

Entrata

Jan 2024 - Jan 2025 (1 year 1 month)

Delivered empathetic, helpful, and efficient Tier 2 support to clients using SaaS platforms. Provided root cause analysis and long-term issue prevention, ensuring minimal disruption. Navigated multiple tools and systems to resolve technical problems in real-time. Maintained excellent communication with clients and internal teams. Participated in sprint reviews and stayed adaptable to product updates and rapid change.

NLP Quality Specialist

Welo Data

Jan 2022 - Jan 2024 (2 years 1 month)

Evaluated AI-generated content for clarity, tone, and cultural relevance. Delivered detailed feedback across tools like Jira and Microsoft Teams. Worked across global teams, embracing ambiguity in evolving ML environments.

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Senior Technical Support Specialist

Evercast

Jan 2021 - Jan 2022 (1 year 1 month)

Delivered Tier 2 technical support for remote SaaS-based video collaboration tools, assisting creative industry professionals across film, TV, and advertising. Resolved complex issues across Windows, macOS, and Linux environments, including network connectivity, hardware acceleration, and AV sync challenges. Delivered remote onboarding and product walkthroughs to clients, ensuring platform adoption through clear, step-by-step instruction. Authored internal knowledge base articles and support documentation that improved resolution time and reduced ticket volume. Partnered with Product and Engineering teams to surface common user issues and communicate platform updates effectively. Provided white-glove support to VIP clients in creative indus

AI Product Tester

Welo Data

Jan 2019 - Jan 2020 (1 year 1 month)

Identified and documented linguistic, functional, and UI/UX inconsistencies, contributing to enhanced product localization and global user experience. Authored detailed bug reports and collaborated with developers and product teams to resolve language-related issues in Agile environments. Provided linguistic evaluation and feedback on AI-generated outputs, helping refine model accuracy, contextual relevance, and tone consistency across diverse use cases.

Technical Driver Support

Uber

Jan 2019

Provided frontline support to Uber driver-partners, managing onboarding, account troubleshooting, and real-time issue resolution across digital and in-person channels. Streamlined driver onboarding processes by delivering clear, personalized guidance and resolving technical issues efficiently. Contributed to customer service KPIs through strong problem-solving skills and empathetic, solution oriented communication.

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