Shakiel

Data management, data entry, customer service, and sales responsibilities at Brumalia Hardware. Maintained accurate records of all inventory purchased and sold by the hardware, oversaw weekly restocking, and recorded maintenance of the company's second store location. Work resulted in higher customer loyalty and more organized and efficient filing systems.

Spearheaded development and implementation of creative writing curriculum, resulting in more students prepared for exams.

Translated educational theory into actionable assessments, resulting in more workable, proven training material.

Strategically planned and executed diverse club activities. This led to the team creating an inclusive culture that has stood the test of time.

Officially registered and launched YMCA as a UWI Mona club.

Manage social media profile and strategy for growth. Because of this work the YMCA has a large known presence in the social media space and is respected by brands internationally.

As a skilled ESL teacher, I specialize in teaching adult learners from different nationalities, such as Chinese, Russian, East Indian, and Middle Eastern. My teaching methodology includes using TPR and translanguaging techniques to provide a comprehensive approach to teaching conversational, reading, and writing skills. Additionally, I prepare my students for IELTS and TOEFL exams. My commitment is to provide personalized and effective language instruction to all my students; this has led to many passing their exams and securing positions in jobs and schools of their preference.

In my role, I responded to high-volume live chat tickets, consistently maintaining fast response times and high customer satisfaction scores. I educated customers on a wide range of products and services, guiding them through their online purchase journey and helping them select the best options for their needs—leading to higher conversion rates and repeat engagement. I partnered closely with sales and marketing leadership to identify opportunities that increased both the volume and conversion rate of live chat interactions. I also trained new team members, helping them ramp quickly and consistently meet or exceed quota. In addition, I effectively resolved customer support tickets by troubleshooting issues, providing clear solutions, and serving as the primary liaison between customers and the company to ensure smooth communication and effective problem resolution.

In this role, I improved LLM functionality by comparing ChatGPT’s performance against models like Gemini, Claude, and Bard, ensuring competitive accuracy and usability. I gathered and integrated diverse information sources to expand ChatGPT’s language base and strengthen its access to documented human knowledge. I continuously evaluated the model’s output for safety, factual accuracy, and overall benefit to users, helping refine both interpretation quality and response reliability. Working collaboratively with a team of trainers, I contributed to the development of highly versatile conversational models suitable for a wide range of applications. I conducted rigorous stress-testing to identify vulnerabilities, systematically attempting to “break” the model in order to reveal weaknesses and enhancement opportunities. I documented model failures and recommended improvements to training methods, directly supporting advancements in safety and effectiveness. Additionally, I created ideal conversation examples by acting as both the user and the AI, enabling the model to better distinguish facts from context and to learn consistent behavioral patterns.