Hire the Best Knowledge Management Solutions KMx Specialists
in Kenya

Are you tired of support teams that just close tickets instead of actually solving problems? With 10 years of customer support experience, I don't just manage queues. I build intelligent support ecosystems that make your customers feel heard, helped, and loyal. I sit at a rare intersection: deep human CX expertise + hands-on AI fluency. That means I can do what most support specialists can't: design, automate, and optimize your entire support operation using the latest AI tools, so your team does more with less. Here's what working with me looks like: ✅ Ticket & Communication Management — Email, live chat, and helpdesk support handled with speed, empathy, and precision. ✅ AI Chatbot Setup & Optimization — I build and fine-tune chatbots using ChatGPT, Claude, and Intercom AI that actually resolve issues — not just deflect them. ✅ Knowledge Base & SOP Creation — Self-service content that cuts ticket volume and empowers your customers to find answers fast. ✅ CRM Management — HubSpot, Zendesk, Salesforce, and Freshdesk setup, workflow automation, and ongoing optimization. ✅ AI Brand Voice Training — I train AI tools to sound like you — consistent, on-brand, and human. ✅ CSAT & Performance Improvement — I identify gaps in your support flow and fix them, driving measurable improvements in response time and satisfaction scores. Who I work best with: I'm the go-to specialist for SaaS companies, AI startups, and e-commerce brands that are scaling fast and need a support operation that scales with them without hiring an army of agents. If you want support that's faster, smarter, and more personal than your competitors, let's talk. 👉 Send me a message and let's map out what your ideal support system looks like. Core Skills: Customer Support · Zendesk · Freshdesk · Intercom · AI Chatbot Setup · HubSpot CRM · Email Support · Live Chat · Knowledge Base Writing · Process Automation · ChatGPT · Prompt Engineering · Technical Support · CSAT Optimization · SOP Development

Are you scaling a digital health or SaaS product and hitting operational bottlenecks, unclear workflows, or clunky user journeys? I bring 5+ years of interdisciplinary experience across engineering management, product operations, and digital transformation. With a background spanning hospital systems, medtech startups, and public infrastructure, I specialize in aligning operations with strategy, optimizing workflows, and driving customer-centric outcomes. From setting up lean product operations and customer success systems to testing apps and synthesizing product feedback — I help founders and teams move faster, smarter. What I can help you with: Product & Customer Journey Optimization (especially in healthtech) Workflow Design, SOPs, and KPI Dashboards Sprint Planning, Backlog Refinement & PM Support UX/QA Testing Feedback for Health & SaaS Apps CRM & Lead Gen Process Design (Notion, Airtable, HubSpot) Toolkits & Methods: Notion, Miro, Airtable, JIRA, Confluence, Google Suite Lean Startup, Agile PM, Service Design, Systems Thinking AI-enabled Process Mapping, UX Audit, and Feature Roadmapping Why work with me? I combine technical precision (Electrical Eng. + MSc Engineering Management) with soul-centered leadership. I speak both tech and business. I listen deeply, act decisively, and optimize continuously. Let’s make your operations a growth engine. Drop me a message and let's start scaling impact today. Languages: English: Fluent German: Intermediate Location: Germany (Remote-first | CET timezone) Preferred Contract Types: Project-based work Retainer/Part-time PM or Ops Support Discovery Calls & Systems Audits

I help companies turn complex products into clear documentation, scalable knowledge bases, and strong technical content. With 5+ years of experience, I’ve worked with 40+ companies across SaaS, B2B software, fintech, AI, robotics, EdTech, compliance, and operations-heavy products. My work spans both documentation systems and technical content writing, from knowledge bases, API docs, onboarding guides, and internal SOPs to technical blogs, product explainers, whitepapers, and thought leadership articles. Today, documentation does more than inform users. It also shapes how AI agents, copilots, chatbots, semantic search systems, and LLM-powered assistants understand your product. That’s why I focus on content that is clear for users, useful for teams, and structured well enough for AI systems to retrieve from reliably. What I help companies with User onboarding - helping users get set up and reach value faster Feature adoption - making key capabilities easier to understand and use Help centers and knowledge bases - reducing support load through stronger self-service API and developer documentation - making integrations easier to implement Internal documentation - SOPs, workflows, runbooks, and operational guides Technical blogs and articles - useful content for developers, technical buyers, and product users AI-powered support systems - improving retrieval quality for chatbots and support agents Why clients hire me I build systems, not just pages. I create structured knowledge systems that are easier to use, maintain, and scale. I can write for both users and technical audiences. That includes user guides, API docs, developer references, technical blogs, and product explainers. I make technical content useful, not bloated. Whether it’s a knowledge base article or a long-form blog, my goal is the same: make it clear, practical, and worth reading. I make documentation AI-ready. I help companies structure documentation so tools like Intercom Fin, Mintlify AI, Claude, Cursor, Codex, and other agent-based systems can retrieve and use knowledge more accurately. That often includes improving: Information architecture Structured Markdown Workflow documentation Troubleshooting paths Retrieval-friendly FAQs Machine-readable layers such as llms.txt, skill.md, and other agent-friendly documentation patterns Platforms and tools I work with Documentation / KB Platforms: Zendesk, Intercom, Mintlify, Confluence, GitBook, Document360, Freshdesk, Notion, Help Scout, Guru, Zoho Desk, Eniston, Helpjuice AI / Support Tools: Intercom Fin AI Agent, Zendesk AI, Freshdesk Freddy, semantic search systems, AI-assisted retrieval workflows Technical / Workflow Tools: Markdown, JSON, API documentation workflows, Git-based docs, Google Docs, Canva, Loom, screen recording tools Highlights of my experience I’ve helped companies such as McCain Foods, Phonely, Alternative Payments, Aragorn AI, Energy Robotics, Neword, ENTR Technologies, MenuLogic K12, Solaris Offgrid, Venue Smart, Qonnect, Compliance Scorecard, CodeRabbit, Stream, EloqData, and Cline. Examples of my work: 1. Phonely - built and maintained documentation for workflows, integrations, AI systems, and API usage; structured docs for both users and AI agents 2. Alternative Payments - led a multi-department documentation migration from Google Drive to GitBook across Finance, Sales, Customer Success, and Technical teams 3. Neword - created the Intercom knowledge base from scratch and helped train and optimize Intercom Fin AI Agent through simulations, response reviews, and knowledge gap fixes 4. Solaris Offgrid - worked as a Technical Support Engineer and Technical Writer, owning onboarding docs, support guides, troubleshooting content, and API documentation 5. CodeRabbit, EloqData, Stream, and Cline - wrote technical content covering software development, APIs, DevTools, AI workflows, and product education Services I offer Documentation & Knowledge Bases Help center creation and restructuring Knowledge base architecture User guides and onboarding flows Internal SOPs and runbooks API & Technical Documentation REST API documentation SDK and developer guides Integration and workflow documentation Release notes and technical updates Technical Content Writing Technical blog posts Product explainers Thought leadership content Whitepapers and technical articles AI-Ready Documentation Documentation structured for AI retrieval Support content for chatbots and agents Knowledge base optimization for self-service and AI support If you need someone who can create documentation, knowledge systems, API docs, and technical content/articles that actually helps people understand and use your product, I can help. Let’s turn your product knowledge into something clear, useful, and scalable.

I specialize in crafting SaaS help center content and comprehensive product documentation, all rooted in strong technical writing practices. With over four years of experience as a technical writer, I excel at creating, updating, and refining knowledge base articles, user guides, how-to articles, and release notes. Here's how I can add value to your team: Effective Communication: I write in clear, straightforward language, making it easy for users to understand even the most complex concepts and tasks. Continuous improvement: Whether updating your knowledge base and manuals with the latest features or creating a full documentation library from scratch, I’m committed to ensuring your content evolves alongside your product. I have worked in an agile environment and can comfortably integrate with your development team. Effective asynchronous collaboration: I have vast experience working with remote teams from different parts of the world and with that comes the need for effective asynchronous communication and collaboration. I have learned to take and give complete instructions that enables teams to collaborate effectively when working in different timezones. Tool Proficiency: I’m skilled in using industry-standard tools like: - Zendesk, Jira, WordPress, Trainn, Intercom, Confluence, ServiceNow, Linear, Helpscout - Markdown, GitLab, GitHub, Postman, Canva, Educational Background: I am a holder of a BSc Computer Science from one of the top universities in Kenya. Still wondering if you should work with me? Here's a summary of the top reasons 🏅 5+ years of professional experience 🏅 1000+ Upwork hours done (commitment to long term collaboration) 🏅 Expertise in crafting SEO-optimized help center content and knowledge base articles. 🏅 I deliver informative, user-friendly content. 🏅 You can rely on me for quick turnaround times and a friendly, collaborative approach. Ready to elevate your documentation? Text me on Upwork to discuss your project.

AI-savvy professional specializing in LLM evaluation, quality assurance, and AI training operations. I help teams improve annotation quality, streamline workflows, and deliver AI training data on time and at scale. In my most recent role at Scale AI, I led contributors through 1,000+ annotation and evaluation tasks on the Outlier platform, including a multilingual team, overseeing quality control, coordination, and on-time delivery. I've also evaluated AI agent tool-calling trajectories, scoring model outputs for training utility, realism, and outcome correctness. To support consistency across projects, I created SOPs and internal documentation that helped contributors work more efficiently and maintain high standards. What I bring: - LLM evaluation and AI agent trajectory scoring - AI annotation across text, image, and technical/domain-specific data - Localization and multilingual project coordination (Swahili/English) - Quality assurance and accuracy review - SOP creation and workflow documentation - Team coordination and operations support - Familiarity with AI tools including ChatGPT, Claude, Gemini, Perplexity, Lovable, and Replit If you need someone who can lead AI training and evaluation workflows, coordinate multilingual teams, or bring structure to your operations, I'd be glad to help. Best, Milena

I am a Senior Data, Operations and Applied AI Specialist with over 10 years of experience delivering end-to-end solutions across data analytics, AI/ML support, multilingual services, business intelligence and operational optimization. I have successfully completed 1,200+ projects for global clients, consistently delivering high-quality, reliable and scalable results. My expertise spans: 1. Data Services: Data entry, cleaning, migration, annotation, analysis and visualization. 2. AI & Linguistics: Prompt engineering, multilingual NLP QA, model evaluation, translation, transcription, and chatbot training. 3. Writing & Research: Technical, legal, market research, grant writing, and content creation. 4. Business Support: CRM optimization, lead generation, virtual assistance, SOP development, and process improvement I am fluent in English and Swahili, with professional proficiency in Spanish, French, Italian, Portuguese, and 6+ additional languages for translation, transcription and QA. I am committed to providing confidential, client-centered and impact-driven support, whether you need data-driven insights, AI-ready datasets, multilingual content or streamlined business operations. Core Skills & Tools *Data & Analytics: SQL, Excel, Power BI, Tableau, Alteryx, ETL, Data Visualization. *AI & Annotation: Label Studio, CVAT, Prompt Engineering, NLP Frameworks. *Translation & Linguistics: SDL Trados, MemoQ, CAT Tools, Multilingual QA. *CRM & Operations: Salesforce, HubSpot, Zoho CRM, JIRA, MS Project. *Legal & Research Tools: LexisNexis, Westlaw, Legal Writing, Compliance Documentation. *Languages: English, Swahili, Spanish, French, Italian, Portuguese + more. Project Portfolio Highlights 1. AI & Data Annotation Projects *Global Chatbot Dataset: Annotated 1,000+ sentences for intent recognition and sentiment analysis using LabelPro. *Smart Vision Dataset: Labeled 500+ images with bounding boxes and segmentation masks for object detection training. *Healthcare NLP Project: Conducted NER tagging on anonymized patient notes with HIPAA-compliant processes. 2. Data Analytics & Business Intelligence *Created an interactive sales dashboard that increased forecasting accuracy by 20%. *Cleaned and standardized a CRM database with 10,000+ contacts, reducing duplicates by 95%. *Developed SaaS market insights reports with actionable data visualizations for startup clients. 3. Multilingual Translation & Transcription *Translated 50-page legal contracts from English to Spanish with precise terminology. *Transcribed multilingual interviews for sociolinguistic research studies. *Localized HR policies and legal documents for international NGOs and corporations. 4. Writing, Research & Legal Support *Wrote 5,000-word market insight reports for tech startups. *Drafted legal memoranda and compliance briefs for corporate clients. *Conducted competitor analysis and SWOT reports for fintech companies. 5.Business Process & Operations *Streamlined operations, reducing process inefficiencies by 30%. *Built qualified lead lists of 1,500+ prospects for SaaS clients. *Coordinated international contractor teams across multiple time zones. Professional Experience 1. Freelance Data, AI & Operations Consultant (2016–Present) 2. Linguistics Researcher & Prompt Engineer – OpenAI (2022–2024) 3. Legal Research & Writing Specialist – Justice and Defender Law Firm (2022–Present) 4. Insurance Claims & Client Retention Specialist – AIG (2022–2024) 5. Lead Generation & Sales Support Specialist – Various clients in real estate, healthcare, and BPO Education & Certifications Bachelor of Business Administration – University of the People (2026) Bachelor of Arts(Linguistics and Humanities) Egerton University (2017) Diploma in Data Analytics – UniAthena, UK Diploma in Law-Kenya School of Law. Advanced Diplomas in Data Science, Database Management, and Law Certifications: Microsoft Data Analysis, ISO Internal Audit, Occupational Safety, First Aid Client Testimonials & Featured Work My work has been trusted by: OpenAI (AI linguistics & prompt engineering) AIG (insurance claims & compliance) American Cancer Society (grant writing) Fast Company, Wired, The Baffler (published writing) Numerous startups, law firms, and multinational corporations in data, AI, and business operations. Why Hire Me? ✅ Proven Track Record: 1,200+ projects delivered with high client satisfaction ✅ Multidisciplinary Expertise: Data, AI, writing, research, legal, and operations ✅ Multilingual Capability: Fluent in 10+ languages for global projects ✅ Confidential & Reliable: Experienced in HIPAA, legal, and corporate compliance ✅ Clear Communication: Responsive, detail-oriented, and client-focused Let’s discuss how I can help you achieve your goals with data-driven insights, AI-ready annotations, multilingual support or streamlined operations. Reach out to start a conversation!