Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Chet Adkins

Arlington,TN

Summary

Having committed nearly 6 years business experience in the Automotive and Tech industry; I bring with me an enthusiastic, go-getter attitude coupled with years of leadership experience, customer service excellence, and operational expertise. Additionally I have 9 years served in our nations Armed Forces, with various responsibilities in my charge such as: team building, training management, equipment maintenance and inspection, operational oversight, and more.

Overview

9
9
years of professional experience

Work History

Senior Customer Care Specialist

Cox Automotive
Atlanta, GA
04.2023 - Current
  • Receive and facilitate project requests from a vast array of clients and partners, and efficiently complete them within the service-level agreement.
  • Facilitate interactive training sessions for internal agents under my guidance, adeptly conveying complex concepts in a clear and relatable manner, as well as identifying key areas of growth and opportunity for their skill sets.
  • Identify process issues, root causes, and recommend solutions utilizing expert knowledge of AutoTrader.com and Kelley Blue Book organization, products/packages, processes, and technology.
  • Routinely assigned to serve as a subject matter expert for project teams, training, and other business partners.
  • Deliver end-to-end support, including answering phone calls, responding to emails, product troubleshooting, service issue resolution, and account information maintenance, while educating dealers and sales customers about the AutoTrader.com products, processes, and systems.

Operations Supervisor, Aircrew Flight Equipment

Tennessee Air National Guard
Memphis, TN
01.2016 - Current
  • Supervise, train, and mentor new airmen.
  • Ensure all aircrew flight equipment has been properly maintained, inspected, and serviced according to established guidelines and timelines.
  • Implement and oversee quality control processes to ensure all equipment meets safety and operational standards.
  • Manage daily operations of the aircrew flight equipment shop.
  • Develop and conduct training programs for aircrew on the use and maintenance of flight equipment.
  • Maintain accurate records of all equipment maintenance, inspections, and training.

Technical Customer Care Specialist

Cox Automotive
Atlanta, GA
06.2021 - 04.2023
  • Maintained a positive SLA through Zendesk queue operation.
  • Created and distributed billing invoices on demand to our partners' customers.
  • Managed an effective workflow of Tier I work processes, and identified and distributed Tier II-related tickets to the appropriate escalation personnel.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds, and in various job positions.
  • Assisted in the creation of generated reports, and updated files and documentation for data presentation to our partners.
  • Cultivated client relationships led to a reduction in the 'tickets by job' ratio by 42%.
  • Collaborated with clients to successfully manage day-to-day operations of a cumulative $50 million asset portfolio.

Digital Concierge

Cox Automotive
Atlanta, GA
02.2020 - 06.2021
  • Provided a wide range of customer support to our partner members via inbound and outbound phone calls, and console-based SMS communication.
  • Coordinated fleet operations for all Porsche Drive markets across the United States and Canada.
  • Billed and refunded members.
  • Created insurance reports for all of our partners' dealerships.
  • Assisted with background screening and approval processes for new member sign-ups.
  • Oversaw telematics installations for all new units added to any fleet within our partners' markets.
  • Assisted with onboarding new units for fleet management.
  • Provided lead concierge operations support during a 250% growth of partner dealership expansion, resulting in doubled locations, tripled member counts, and a tripled vehicle influx.
  • Became a bridge of knowledge and training when the time came for our partners to create their own internal concierge teams.

Product Specialist and Sales

Subaru of America
Memphis, TN
10.2019 - 03.2020
  • Directed clients to online tools available for reviewing vehicle options, packages, features, pricing, and more.
  • Prepared and presented demo vehicles to adequately display the latest and greatest technologies and features.
  • Described all optional equipment available for customer purchase.
  • Enthusiastically answered customer questions in person, through email, and over the phone to maximize customer service.
  • Contacted new and existing customers to outline the benefits of products, and inquire about their experience with the product.
  • Leveraged CRM system to manage sales activities and track sales performance.

Education

Actively pursuing Bachelors Degree - Criminal Justice

Austin Peay State University
Clarksville, TN

Airman Leadership School -

United States Air Force
Tinker Air Force Base, Oklahoma City OK
2018

High School Diploma -

Collierville High School
05.2016

Skills

  • Data Analytics
  • Troubleshooting
  • Zendesk
  • Key Performance Indicators Analysis
  • IT Support
  • Customer Account Management
  • CRM Software
  • Key Performance Area Excellence
  • Data Entry and Maintenance
  • Quality Assurance
  • Salesforce
  • SLA Accomplishment

Additional Information

  • Completed National Youth Leadership Training (NYLT) in 2012.
  • Staffed and spread my leadership knowledge to hundreds of participants for National Youth Leadership Training camps in 2013 and 2014.
  • Awarded Eagle Scout in 2016.
  • Received letters of recognition from US Presidents: George H. W. Bush, Bill Clinton, George W. Bush, Barack Obama, and Donald J. Trump.
  • Enlisted in the United States Air National Guard in 2016.
  • Attended basic training and technical school training at Lackland AFB, JB-San Antonio, and Shepherd AFB.
  • Earned the rank of Senior Airman in 2018.
  • Earned the rank of Staff Sergeant in 2021.
  • Earned the rank of Technical Sergeant in 2024.
  • Willing to relocate for applied position.

Timeline

Senior Customer Care Specialist

Cox Automotive
04.2023 - Current

Technical Customer Care Specialist

Cox Automotive
06.2021 - 04.2023

Digital Concierge

Cox Automotive
02.2020 - 06.2021

Product Specialist and Sales

Subaru of America
10.2019 - 03.2020

Operations Supervisor, Aircrew Flight Equipment

Tennessee Air National Guard
01.2016 - Current

Actively pursuing Bachelors Degree - Criminal Justice

Austin Peay State University

Airman Leadership School -

United States Air Force

High School Diploma -

Collierville High School

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Chet Adkins