Liliana Yilmaz
Carrigaline,County Cork
Summary
Driven Senior Annotation Analyst with demonstrated ability to organize and handle high volume of work while achieving excellent quality. Resourceful and disciplined professional with proactive approach. Accomplished trainer with strong ability to train, motivate and direct new hires and existing personnel by using exceptional communication and presentation skills.
Overview
21
21
years of professional experience
Work history
Senior Annotation Analyst
Apple
Cork
2021.07 - Current
- Provided support to the tr_TR locale through RCAs, Error Trend Reporting and providing coaching support to those who needed it.
- Identified gaps in the locale-specific page and took initiative to improve it.
- Collaborated effectively with our language engineers to seek clarification on ambiguous rules, ensuring accuracy and consistency.
- Served as an SAA POC for tr_TR New Hires, by hosting Language Specific sessions and answering escalation questions.
- Demonstrated initiative and a proactive attitude in supporting Analysts with their quality metrics. Took the lead in creating and delivering presentations focused on common error trends with the aim of supporting Analysts and avoiding recurring issues.
- Supported ro_RO, a Tier 4 locale. Balancing responsibilities across both the tr_TR and ro_RO locales, demonstrated effective time management and organisational skills.
- Supported with onboarding the new SAAs on the locale by mentoring, offering shadowing sessions.
Grading Analyst Turkish
Apple
Cork, County Cork
2020.11 - 2021.07
- Being a mentor for the Turkish locale since March and assisting new analysts with the projects, as well as providing shadowing sessions
- Being an Expert Analyst since March and working on conflicting cases for the Turkish locale
- Listening and transcribing audio files and evaluating AI/ML response and language usage, from customers who have opted in to the grading program
- Motivated Grading Analyst demonstrating active listening, integrity and acute attention to detail
Training Lead
Telus International
Cork, CO
2017.04 - 2020.10
- Mentoring newly appointed trainers in excelling for the position.
- Coordinating and delivering training to new and existing employees.
- Designing and maintaining course materials and other documents such as exercise, assessments and exams.
- Evaluating the effectiveness of training programs and learning outcomes.
- Provide relevant management information, including recommendations on people, product and service related issues.
- Assessing the effectiveness of training programs and learning outcomes.
- Supporting agents with tickets during training and identifying areas of improvement before successfully completing training
- Assisting agents with queue management during downtime, as well as analysing tickets to identify trends that were having a negative impact on customer satisfaction. This enabled us to design trainings in order to increase quality.
- Continuously tracking agent call and case handling with regard to quality and customer service.
Virtual Trainer
Epic Games Trainer, Telus International
Cork, CO
2020.04 - 2020.05
- Virtually delivering instructional content to agents of various technical levels.
- Demonstrated aptitude for quickly learning and understanding new technologies.
- Understand and apply techniques and best practices for effective training development and delivery based on learning objectives, audience, delivery modality.
Customer Service Representative
Telus International Ireland
Cork, CO
2016.05 - 2017.04
- Deals with members' phone, messages and email queries promptly and efficiently.
- Interacting with a diverse customer base.
- Building and maintaining relationship with customers in a challenging and fast paced environment.
- Organizing work loads and setting priorities to carry out assigned tasks in a timely manner.
Spanish Language Teacher
Conkbayiri Private College
Izmit, Turkey
2014.09 - 2015.09
- Teaching Spanish to secondary school children as a main course teacher.
- Participating in meetings to establish the curriculum of the classes.
- Being a guide for a group of 14 students by meeting them once a week and offering them psychological and academic guidance in order to be successful students.
English Language Teacher
Private College
Izmit, Turkey
2005.10 - 2015.09
- Entering the A1,A2,B1,B2,C1,C2 level classes as a main course teacher.
- Being a TOEFL iBT tutor for university students and adults.
- Taking an active role in the interview of new teachers.
- Participating in business meetings with ideas on improving efficiency, adjusting the curriculum, choosing best resources.
- Giving extra classes to weak students twice a week and successfully helping them to improve their level.
- Preparing the students for the end of the year show.
Education
Train the Trainer - Training
The Open College
Cork2020
Bachelor of Education - Teaching
University of Pitesti
Pitesti2005
Skills
- Attention to detail
- Highly organized
- Time management
- Excellent language reading, writing and comprehension skills
- Communication and presentation
- Employee training
Timeline
Senior Annotation Analyst
Apple
2021.07 - Current
Grading Analyst Turkish
Apple
2020.11 - 2021.07
Virtual Trainer
Epic Games Trainer, Telus International
2020.04 - 2020.05
Training Lead
Telus International
2017.04 - 2020.10
Customer Service Representative
Telus International Ireland
2016.05 - 2017.04
Spanish Language Teacher
Conkbayiri Private College
2014.09 - 2015.09
English Language Teacher
Private College
2005.10 - 2015.09
Train the Trainer - Training
The Open College
Bachelor of Education - Teaching
University of Pitesti