Sarah Shutt
Verified Expert in Support and Operations
Support & Operations Expert
New York, NY, United States
Toptal member since March 5, 2026
Sarah is an AI/data operations and customer success professional with 4+ years of experience in LLM evaluation, data annotation and preprocessing, technical onboarding, and customer-facing support. She specializes in validating AI model behavior before customer go-lives, bridging the gap between technical systems and end users, and ensuring customers achieve fast, confident outcomes. Sarah holds an MSc in data science with distinction from the University of the West of Scotland.
Expertise
- Artificial Intelligence (AI)
- Customer Success
- Customer Support Operations
- Data Annotation
- Data Evaluation
- Data Labeling
- Model Evaluation
- Prompt Engineering
Work Experience
ML Operations & Quality Assurance Analyst | ML Data Annotator
Malted AI
- Identified and documented behavioral exceptions in LLM outputs, providing the critical feedback loop needed for ML engineering to fine-tune model performance.
- Conducted end-to-end UI and platform testing for 5 PoC projects and 2 demo systems, identifying functional bugs and documenting clear reproduction steps to ensure a seamless customer experience.
- Maintained over 97% accuracy across specialized datasets by labeling datasets according to standards set by ML engineers for customer-facing AI features.
- Optimized operational efficiency by evaluating automation tools that reduced data labeling turnaround time by 30%.
- Recorded outcomes of quality assurance procedures using Notion, Linear, and G Suite.
Customer Support Team Lead
Abine
- Led a customer success team of 3 customer support specialists, ensuring optimal customer experience and retention through proactive support and escalation management.
- Achieved an over 95% customer satisfaction rate while managing multi-channel operations, including pre-sales consultations, onboarding of 20+ new users weekly, and retention efforts that reduced churn through addressing customer concerns.
- Established systematic reporting processes by creating weekly complaints reports that tracked status, identified root causes, and documented resolutions, driving continuous operational improvements.
- Directed resolution workflows for 50+ escalated tickets weekly via Zendesk, reducing average response time by 25% and improving SLA compliance by 10% over 12 months.
Customer Support Specialist
Abine
- Resolved 300+ customer issues per week via Zendesk and Salesforce while maintaining an over 95% customer satisfaction rate over 12 months.
- Conducted 20+ customer onboarding calls weekly, guiding new users through product setup and feature adoption to ensure early value realization.
- Managed presales activities, including plan explanation and identification of upselling opportunities, directly contributing to revenue growth.
- Maintained and updated self-help documentation in Zendesk based on feedback to enhance customer experience, which minimized incoming requests for assistance by 12%.
Senior Account Specialist | Senior Rating Specialist
The Hanover Insurance Group
- Produced 15+ insurance quotes and completed policy issuances per day by leveraging rating platforms and Salesforce, allowing quick turnarounds for the sales team during client discussions.
- Delivered quote price specifications within a 3-hour SLA, empowering account executives to address client requests during active negotiations.
- Collaborated with underwriters to determine target pricing for commercial accounts using internal rating platforms to gather required documentation and expedite policy issuance within a 6-hour SLA.
Project History
n8n Automation for Meeting Notes Organization
https://sites.google.com/view/sarahshutt/n8n-automationBuilt an end-to-end automation workflow in n8n for meeting notes cleanup and organization in Notion with Slack notification.
I built an end-to-end automation workflow that transforms unstructured meeting notes into structured, actionable reports, triggered automatically when raw text notes are added to a Notion database. Messy, unstructured meeting notes are automatically transformed into a structured report in under 30 seconds with zero manual formatting required.
Data Science and AI Projects
https://sites.google.com/view/sarahshutt/homeDeveloped a pipeline using ML/AI technology to detect adverse drug reactions with an initial accuracy of 85%.
This is a portfolio for data science projects and for a master’s project. I created an automated method to detect adverse reactions to prescription drugs by processing online pharmaceutical reviews with an initial accuracy of 85%.
Education
Masters of Science Degree in Advanced Computing and Big Data
University of the West of Scotland - Paisley, Scotland, United Kingdom
Bachelor's Degree in Information Technology
University of Massachusetts at Lowell - Lowell, Massachusetts, United States
Certifications
Build Intelligent Agents using n8n and Deepseek
Board Infinity
Generative AI Leadership and Strategy
Vanderbilt University
Skills
Tools
Linear, Slack, Jira
Professional Skills
Data Annotation
Administrative Operations
Quality Assurance (QA), Documentation, Workflow Design, Data Entry
Skill Ladders
Onboarding
Automation & No-code
n8n
Operations
Databases
Project Management Tools
Notion
Sales Operations
CRM Data Entry
Tool Features
Reports
Other
Customer Support Operations, Prompt Engineering, Manual QA, Data Evaluation, Large Language Model Operations (LLMOps), Artificial Intelligence (AI), Cross-functional Communication, Customer Success, Sales, Customer Support, AI Research, Information Systems, Model Evaluation, Chatbots, Chatbot Conversation Design, Google Workspace, Agentic AI, Data Labeling, Generative Artificial Intelligence (GenAI), AI Automation, Machine Learning, Customer Retention, Software Troubleshooting, Email Support, Data Visualization, Python, Data Science, Systems Analysis, Systems Design, Networking, SQL, Data Structures, Insurance, Big Data, Claude
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