Remote Communication Specialist with AI Training Expertise
Resume:
Scott Madden
Remote Communication Specialist
Schoharie, NY
*************@*****.***
Professional Summary
Versatile Remote Communication Specialist with 15+ years of experience in voice-based customer support, technical troubleshooting, and AI training. Known for clear, engaging speech, strong listening skills, and the ability to translate complex processes into natural, human interaction.
Background includes telecommunications, insurance, technology, and advanced AI model training. Proven ability to improve user experience, resolve complex issues, and deliver high-quality results in remote environments.
Seeking remote, non-commission-based roles in communication, voice, customer experience, or AI-driven environments.
Core Skills
Voice & Speech Evaluation
Clear Verbal Communication
Active Listening & Rapport Building
Remote Customer Experience
Conflict Resolution & De-escalation
AI Training & Data Annotation
Technical Troubleshooting
Zendesk, CRM & Support Platforms
Quality Assurance & Review
Written Communication
Independent Remote Work
Professional Experience
AGI, Inc. (The AGI Company) — Agentic AI Training Specialist (Remote)
Jan 2026 – Present
●Train AI systems to complete everyday tasks across mobile apps and web platforms (rideshare booking, social media posting, scheduling, media sharing)
●Demonstrate and document step-by-step workflows so AI can accurately follow real user actions
●Review and correct phone call transcripts to ensure speech-to-text accuracy and proper context
●Identify where AI struggles to complete tasks and provide feedback to improve performance
●Label and organize interaction data to strengthen AI understanding and responses
Mercor — English Language Audio Model Trainer (Remote)
Aug 2025 – Jan 2026
●Recorded and refined voice data to train AI systems in natural speech recognition
●Evaluated tone, pacing, pronunciation, and conversational realism
●Improved model accuracy through detailed speech analysis and feedback
●Consistently met production and quality benchmarks in a remote environment
Nilco - Globe Life Insurance — Licenced insurance Agent (Remote)
2024 – 2025
●Communicated complex policy information clearly in a regulated environment
●Resolved escalations using empathy, logic, and sound judgment
●Built trust with clients, supporting retention without aggressive sales tactics
●Maintained compliance while delivering a positive customer experience
Linecare — Remote Customer Service Representative
2022 – 2024
●Delivered efficient, solution-focused support across phone and digital channels
●Met or exceeded performance metrics for resolution and customer satisfaction
●Handled high-volume interactions while maintaining professionalism and clarity
Spectrum Mobile — Customer Service & Technical Support
2017 – 2022
●Provided billing, activation, and technical troubleshooting support
●Resolved complex issues, reducing repeat calls and improving satisfaction
●Mentored new hires, strengthening team performance and confidence
●Thrived in fast-paced, high-volume environment
Apple — Remote Customer Support (Chat)
2016 – 2017
●Assisted customers with iOS and macOS troubleshooting via chat
●Translated technical issues into clear, easy-to-understand solutions
●Balanced efficiency with a conversational, human tone
Earlier Experience
Grubhub — Remote Support
Price Chopper — Customer Service
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