Erik Appleyard

Product Support Associate

Thomson Reuters

Provided software, tax law, and IT assistance for UltraTax subscribers, including call logging, escalation, research, and knowledge base authoring. Utilized CRMs, remote desktop support, and internal communications to manage case workflow and collaborate on escalated issues.

UltraTaxCRMRemote Desktop SupportKnowledge Base AuthoringAzureCustomer SupportEscalation Management

AI Training and Web Rating

Evaluated and refined generative AI models by assessing AI-generated responses for accuracy, relevance, and safety against detailed project rubrics. Assessed pages and search queries.

AI EvaluationWeb EvaluationQuality AssessmentRubric Alignment

Tax Specialist (Level 2)

Intuit

Delivered Tier 2 customer support in a high-volume setting, resolving complex tax and software issues via phone and video. Recognized for outstanding performance and rapid learning with a promotion to a more senior support tier within two months.

Tier 2 SupportTax SoftwareCustomer SupportPhone SupportVideo SupportIn App Messaging

Reader / Scorer

Assessed digital content against complex scoring rubrics, consistently meeting and exceeding accuracy and volume targets.

Content AssessmentRubric Based ScoringAccuracyVolume Targets

Operations Department

Operational lead for external production partners, performing quality control and ensuring compliance with transmission and captioning standards. Managed live video production, post-production editing, digital asset library, and API call execution for automated graphics.

Quality ControlVideo ProductionPost productionDigital Asset ManagementMetadataBrightcoveOTTPostman APIClosed CaptioningOsTicketSOP Development