Darlene Zagata
Verified Expert in Support and Operations
Support & Operations Expert
Donora, PA, United States
Toptal member since March 29, 2026
Darlene is an AI data trainer and customer service expert with several years of experience in support and operations. She has worked in several fields, including freelance writing, medical assisting, and hospitality. Darlene is committed to meeting deadlines and paying attention to detail.
Expertise
- AI Voice Evaluation
- Audio and Video Evaluation
- Caption and Description Creation
- Communication
- Content Writing
- Customer Service
- English
- Transcription
Work Experience
Freelance Writer
Freelance Writer
- Served as a freelance writer for over 20 years, writing for both online and print publications.
- Published several books of my own, and my work has been included in several anthologies.
- Wrote poetry, which has been published online and in print publications.
Caption Creator/Evaluator
DataForce
- Worked as a caption creator, listening to audio files and creating captions.
- Worked with audio and video files, transcribing them.
- Listened to audio clips of AI voices and evaluated them using a set of predefined rubrics.
- Worked for other companies such as Appen, evaluating AI responses and rating search engine results, as well as rating ads.
Customer Service Representative
Contact Us Communications
- Worked with customers to fulfill orders, track shipments, and handle errors and escalations.
- Completed cross-training and worked on different projects simultaneously.
- Performed quality assurance for various projects.
Lead Agent, Customer Service
Teletech
- Handled customer service and support in a fast-paced call center environment.
- Handled escalated calls, oversaw agents on the production floor, and provided new agents with the necessary information to assist them in performing their job duties to the best of their ability.
- Worked as a member of the quality assurance team.
Education
Associate's Degree in Medical Assistance
Laurel Business Institute - Uniontown, PA, USA
Skills
Administrative Operations
Customer Service, Transcription
Customer Support
Communication, Billing, Email Communication, Live Chat Support
Industry Workflows
Appointment Scheduling
Other
Content Writing, Medical Exam Assistance, Team Leadership & Supervision, Creative Writing, Audio and Video Evaluation, Caption and Description Creation, AI Voice Evaluation, English, Mathematics, Science, History
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