Open to opportunities

Shawn Fishwick

@shawnfishwick

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Dedicated customer service and case management professional with 6+ years experience.

United States

Message

What I'm looking for

I am looking for a role that values communication and offers opportunities for growth in customer service and case management.

I am a dedicated customer service and case management professional with over six years of experience in customer-facing roles across both traditional and tech-driven environments. My expertise lies in conflict resolution, team coaching, and digital communication, all of which I leverage to deliver high-quality customer experiences. I am passionate about optimizing processes and solving analytical problems, ensuring that every interaction is handled with empathy, clarity, and professionalism.

In my most recent role as a Shift Manager at The Outreach Team, I successfully managed and coached canvassing teams to meet outreach goals while maintaining strong communication under pressure. My experience as an AI Prompt Engineer & Evaluator at Outlier allowed me to hone my critical thinking skills and attention to detail, which are essential in evaluating AI-generated responses. I have also worked as a Search Engine Evaluator and Customer Support & Community Manager, where I developed a strong foundation in customer support and community engagement.

Experience

Work history, roles, and key accomplishments

Shift Manager

The Outreach Team

Jan 2022 - Present (3 years 7 months)

Managed and coached canvassing teams to meet outreach goals, improve efficiency, and maintain strong communication under pressure. Handled real-time problem-solving and conflict resolution in high-stakes, client-driven environments.

Team Leadership Coaching Conflict Resolution Communication

AI Prompt Engineer & Evaluator

Outlier

Jan 2021 - Present (4 years 7 months)

Evaluated AI-generated responses for clarity, factual accuracy, tone, and structure across NLP and computer vision projects. Applied critical thinking and attention to detail when labeling data and troubleshooting ambiguous prompts.

AI Evaluation NLP Computer Vision Data Labeling Content Editing

Search Engine Evaluator

Appen

Jan 2020 - Present (5 years 7 months)

Assessed the quality and relevance of search engine results, refining algorithms through detailed analysis and consistency in task performance. Improved user experience metrics through thorough attention to end-user intent and expectations.

Search Engine Optimization Algorithms Data Analysis User Experience Quality Assurance

Customer Support & Community Manager

Xtrabytes Global Inc.

Jan 2017 - Present (8 years 7 months)

Managed a global online community, fielding questions and escalating technical issues related to blockchain technology. Handled customer inquiries with clarity, professionalism, and accuracy across multiple channels (chat, email, forum).

Community Management Customer Support Technical Support Blockchain

Education

Degrees, certifications, and relevant coursework

Plymouth Salem High School

High School Diploma, General Studies

1995 - 1999

Activities and societies: Elected Assistant Captain of Debate Team, 2nd in the state of Michigan in 1998, Received National Forensics League Scholarship in 1999, Member of the Chess and Debate Team.

Elected Assistant Captain of the Debate Team, achieving 2nd place in the state of Michigan in 1998. Received the National Forensics League Scholarship in 1999. Member of both the Chess and Debate Teams.