- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

- Made customers aware of current and new programs and services.

- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

- Managed customer relations on ongoing basis to maximize customer retention.

- Handled complaints, provided appropriate solutions and alternatives within appropriate time frames, and followed up to achieve resolution.

- Performed duties and provided service in accordance with established operating procedures and company policies.

- Explained technical information in clear terms to non-technical individuals to promote better understanding.

- Documented all transactions and support interactions in system for future reference and addition to knowledge base.

- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

- Activated accounts for clients interested in new services.

- Helped streamline repair processes and update procedures for support action consistency.

- Applied natural language processing tools in a GNU/Linux environment.

- Automatically extracted collocation candidates from corpora.

- Trained distributional semantics models using monolingual corpora.

- Trained bilingual models of distributional semantics using parallel corpora.

- Worked in TshwaneLex, the software used for compiling all Pharos dictionaries.

- Introduced to the technical aspects of dictionary-making: worked with a Document Type Definition(DTD), exported from TshwaneLex via XML, and using GREP styles.

- Checked corrections on the final page proofs of the Junior Bilingual School Dictionary, a printed Afrikaans?Engels/English?Afrikaans dictionary for primary school learners.

- Updated a portion of the online version of Woordeboek vir die Gesondheidswetenskappe, an Afrikaans explanatory dictionary for the health sciences with English translations, in TshwaneLex, from Word files sent by the author.

- Inserted the ?part of speech? on the English side (letters A and B) of the online version of the Afrikaans?Engels/English?Afrikaans Dictionary, a comprehensive bilingual dictionary.

- Corrected faulty links in the cross-referencing system of the online version of The essential companion for writers and editors.

- Translated texts from German into Serbian.

- Adapted texts for the Serbian audience.

- Collected and labeled task-related data.

- Wrote reports on a daily basis.

- Attended biweekly meetings with the supervisor

- Sent feedback regarding work done and improvement suggestions.