Whitney Guevara

About

With over ten years of experience in customer service and administrative support, I have developed expertise in operations, documentation, and process improvement. I am adept at creating clear and user-friendly resources such as procedure manuals, FAQs, and templates, and have effectively managed platforms like Zendesk to optimize team workflows and collaboration. My focus is on streamlining processes, onboarding new team members, and enhancing overall operational efficiency. Recently, I have expanded my skill set to include AI training, where I develop and review complex prompts and responses, particularly related to psychology, to refine language models through precise, relevant, and well-structured content. I am actively seeking new opportunities where I can apply my strengths in organization, documentation, and operational support to contribute to organizational success.

Experience

• AI Trainer · Outlier2025-04-01 –

  Creating complex prompts focused on various areas of psychology, using detailed guidelines and instructions to help improve the AI model’s understanding and accuracy.

• AI Trainer · DataAnnotation2025-02-01 –

  Improving AI language models by writing and reviewing prompts, responses, and annotations to help train and refine AI language models.

• Care Team Coordinator · Mental Health Match2024-06-01 – 2024-12-01

  Worked collaboratively with another support specialist, effectively resolved an average of 400+ tickets per month, providing exceptional support to customers by ensuring timely and accurate resolutions to their inquiries. Streamlined customer support processes by researching and successfully implementing Zendesk, resulting in a 20-40% improvement in efficiency through automation, ticket management, and enhanced team collaboration. Optimized team knowledge and customer interactions by developing comprehensive resources including company handbook, FAQs, and templates. Collaborated with product, marketing, and care teams to refine tools, ensure alignment, and drive strategy execution for cross-functional improvements.

• Therapist Community Manager · Mental Health Match2022-01-01 – 2024-06-01

  Managed communication with 200+ therapists monthly, ensuring timely and professional responses. Updated company performance spreadsheets with accuracy and organization. Approved therapist licenses, ensuring compliance with state board regulations. Supported CEO with administrative tasks to enhance workflow efficiency. Reviewed, edited, and posted therapist articles using Wordpress.

• Peer Support Specialist · Prevail Health2021-03-01 – 2022-10-01

  Fostered participant well-being through empathetic online chats, providing emotional support and creating a safe space for personal growth and goal achievement. Increased program retention by facilitating engaging online chats and motivating participants to set and achieve personalized SMART goals. Developed strategies to overcome barriers and ensured measurable progress.

• Intervention Specialist · Crisis Center of Tampa Bay2020-04-01 – 2020-12-01

  Cultivated strong relationships with callers by understanding their needs, delivering tailored resources, providing emotional support and crisis intervention. Made intervention or mandated reporting calls for urgent situations that put callers or other vulnerable individuals at risk. Kept clear and detailed documentation of all caller interaction and intervention or mandated reports made.

• Small Business Client Service Representative · Bank of America2019-08-01 – 2020-02-01

  Resolved customer banking inquiries, facilitated online banking setup for improved accessibility, reviewed fees to optimize costs, and maintained accurate records. De-escalated escalated customers to ensure satisfaction and retention.

• Customer Service Representative · Tata Consultancy Services2018-08-01 – 2019-08-01

  Addressed life insurance inquiries and managed payments and billing updates, ensuring clarity, satisfaction, and account accuracy. Provided empathetic support to grieving customers and streamlined claims processes.

• Administrative Assistant · Elite Rewards2017-06-01 – 2018-05-01

  Efficiently processed customer orders and payments, enhancing transaction accuracy. Updated tracking info, improving customer communication and satisfaction. Maintained precise records, ensuring compliance and operational efficiency.

• Customer Service Specialist · Squaremouth Inc2016-04-01 – 2017-06-01

  Guided clients in selecting travel insurance, boosting satisfaction and trust, while processing payments accurately for seamless transactions. Tested website updates to enhance user experience and monitored team calls to maintain high service standards.

Education

• University of South FloridaBachelor's degree, Psychology

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