Annotating and tagging text data for AI model training.Evaluating and optimizing AI language models.Providing multilingual support for diverse linguistic contexts.Ensuring linguistic accuracy and quality assurance of AI-generated content.

• Translator, Quality Assurance specialist, and Team Leader, overseeing video translations from Norwegian to English.• Directly mentor and support a team of Translators.• Own and be measured on team-based metrics.• Define and iterate on performance measurement systems.

• Oversee the establishment of internal and external customer support systems.• Collaborate with internal teams to enhance products and services.• Provide constructive feedback for improvements.• Enhance and refine website content and language for the US market.

• Led a team of 5-15 analysts responsible for detecting and resolving customer-reported email and web security threats and issues.• Managed the design, development, and implementation of Knowledge Management functions, establishing strategies, processes, and initiatives.• Designed and implemented measurement frameworks to evaluate the success of initiatives and aligned them with key performance indicators (KPIs).• Conducted evidence-based knowledge analysis to identify priorities, requirements, and gaps.• Drove Subject Matter Expert (SME) involvement in updating and maintaining knowledge base content.• Developed customer-facing content for self-service and supported Customer Support team members.• Created content, communication, and training materials to support knowledge processes and systems.• Fostered strong relationships with cross-functional teams to promote knowledge management initiatives and facilitate information flow.• Established and monitored metrics for Knowledge Management to assess program effectiveness, measure results, and optimize programs.• Assumed a lead role in ensuring compliance with policies, procedures, and best practices, serving as the foundation for meeting productivity goals and surpassing customer expectations.• Achieved measurable reductions in employee turnover, extending the tenure of some team members to over a decade.• Contributed to new business development and renewals, leading the testing of websites and files prior to product demonstrations.

★ Interviewed, hired, onboarded, and managed a team of 20 web analysts after being promoted to Supervisor after four months with the company.★ Reconciled scheduling and performance issues among a team of contractors.★ Developed training materials to build team skills in software applications, research sources, and customer issue resolution strategies.★ Authored a library of documentation for processes, procedures, and best practices.