Whitney Simmons
San Antonio,TX
Summary
Customer support professional with 5+ years of experience in high-volume, system-driven environments. Skilled at troubleshooting complex issues, translating technical workflows into clear guidance, and improving support efficiency at scale. Experienced with Jira, HubSpot, and CRM platforms, with a strong interest in AI-driven support, automation, and creative tools.
Overview
6
6
years of professional experience
Work History
Customer Experience Specialist
Westhill Global
07.2024 - 04.2026
- Manage 40–60+ daily support tickets across multiple stakeholders, consistently meeting response and resolution targets
- Resolved multi-party issues (3–5 stakeholders per case), achieving alignment and timely outcomes
- Utilize Jira, HubSpot, and CRM tools to manage 100+ active cases with high accuracy
- Translate complex workflows and discrepancies into clear, actionable guidance for non-technical users
- Improved clarity and response quality, reducing repeat inquiries by ~15–20%
- Improved resolution efficiency by ~10–15% through pattern recognition and streamlined communication
- Identified recurring support trends, contributing to process improvements and reducing repeat issues
Inside Property Adjuster
Allstate Insurance
03.2023 - 10.2023
- Managed 80–120 active claims, ensuring timely resolution while maintaining accuracy under strict deadlines
- Interpreted complex policy details and communicated decisions clearly to customers
- Collaborated with stakeholders to resolve issues and expedite claim completions
- Streamlined case management processes, contributing to a ~10% reduction in claim cycle time
Brand Development Specialist
Greenhouse Agency
01.2021 - 01.2023
- Managed 20–25 retail accounts daily, executing programs and ensuring product availability
- Built relationships with store and regional stakeholders; resolved issues promptly to maintain operational flow
- Tracked performance and submitted reports to identify opportunities for operational improvements
Catastrophe Claims Adjuster
UPC Insurance
01.2020 - 01.2021
- Investigated and analyzed data from multiple sources, determining claim outcomes effectively
- Managed high-volume claims in fast-paced environments, achieving timely resolutions for clients
- Communicated complex processes to customers, enhancing their understanding and engagement
Education
B.A. - English
University of South Alabama
Mobile, ALSkills
CRM platforms
HubSpot
User experience
Content creation
Visual storytelling
Editing
Automation
Process improvement
Support optimization
Troubleshooting
Ticketing systems
Jira
Excel
Slack
AI-driven tools
Generative platforms
Canva
CapCut
Pattern identification
Stakeholder management
User experience
Additional Focus
- Strong interest in AI-driven support, automation, and self-service optimization
- Proven ability to identify patterns and improve processes in high-volume environments
- Passion for simplifying complex systems and improving user experience
Creative And Ai Tools
- Familiar with AI tools such as ChatGPT and generative platforms for problem-solving, research, and workflow support
- Experience using creative tools like Canva and CapCut for basic content creation, editing, and visual storytelling
- Exploring AI-driven tools for content creation, automation, and support optimization
- Quick to learn new creative and technical tools in fast-evolving, product-driven environments
Timeline
Customer Experience Specialist
Westhill Global
07.2024 - 04.2026
Inside Property Adjuster
Allstate Insurance
03.2023 - 10.2023
Brand Development Specialist
Greenhouse Agency
01.2021 - 01.2023
Catastrophe Claims Adjuster
UPC Insurance
01.2020 - 01.2021
B.A. - English
University of South Alabama