Overview
Work History
Education
Timeline
Generic

Summer Adkins

San Antonio,TX

Overview

14
14
years of professional experience

Work History

Bank Contact Center Representative I

USAA Federal Savings Bank
07.2023 - Current
  • Served as a subject matter expert to EMG and business partners to share insights and implement process improvement for internal processes and procedures.
  • Specialize in complex member situations to resolve complaints through the complaint capture tool supporting compliance with CFPB
  • Serves as Pulse champion to drive employee engagement and increase employee satisfaction
  • Supported new MRT training classes through providing "What right sounds like" podcast.

Bank Contact Center Representative III

USAA Federal Savings Bank
07.2022 - 07.2023
  • Specialize in Domestic wires, Deposit and Reg E calls.
  • Assisted in Y-cording on all levels of EMG
  • Supported team as technical and compliance leader, currently serving as Pulse POC.
  • Provided walking support for new hire Deposit Servicing Teams
  • Selected to speak for executive panel specifically on processes within Deposit servicing.

Escalation Specialist

EBay Inc
11.2021 - 01.2022
  • Resolved issues through active listening and open-ended questioning to resolve customer concerns.
  • Assisted in peer to peer coaching to share best practices and pin point weak areas.
  • Provided support with live call listening to new hires and navigating resources to assist member accurately.

Customer Service Teammate

EBay Inc
05.2021 - 11.2021
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Assisted in establishing opening disclosure with inbound calls.
  • Provided support to peers via slack for complex member scenarios.

Solutions Manager

Verizon Wireless
10.2015 - 01.2019
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Accepted role as store manager for the largest Flagship retail location in the state of Georgia and Alabama
  • Accepted for leadership position "Women of Wireless" and successfully graduated in 2017.

Solution Specialist

Verizon Wireless
06.2014 - 10.2015
  • Successfully implemented sales strategy focused on establishing new business accounts.
  • Awarded #1 in Hum Sales for the state of Georgia and Alabama.
  • Recognized for being #1 percent to quota for my store location October 2016.
  • Assisted in employee meetings with role plays to share best practices.

Account Manager

Discover Card Financial Services
04.2011 - 05.2014
  • Researched and Resolved customer complaints and disputes related to credit card accounts.
  • Promoted to Account manager 1 year after new hire training.
  • Provided live call demonstrations for new hire classes.
  • Assisted in MSR engagement as POC for team culture.

Customer Service Representative

Discover Card Financial Services
05.2010 - 04.2011
  • Responded to customer requests for products, services and company information.
  • Assisted in MSR engagement as POC for team culture.
  • Promoted engagement amongst the team to share best practices to assist in overall growth of team sales metric.

Education

Associate of Science - Finance

Wilmington University
New Castle, DE
04.2025

USAA Certification
11.2023

USAA Certification
10.2023

USAA Certification
09.2023

USAA Certification
08.2023

Timeline

Bank Contact Center Representative I

USAA Federal Savings Bank
07.2023 - Current

Bank Contact Center Representative III

USAA Federal Savings Bank
07.2022 - 07.2023

Escalation Specialist

EBay Inc
11.2021 - 01.2022

Customer Service Teammate

EBay Inc
05.2021 - 11.2021

Solutions Manager

Verizon Wireless
10.2015 - 01.2019

Solution Specialist

Verizon Wireless
06.2014 - 10.2015

Account Manager

Discover Card Financial Services
04.2011 - 05.2014

Customer Service Representative

Discover Card Financial Services
05.2010 - 04.2011

Associate of Science - Finance

Wilmington University

USAA Certification

USAA Certification

USAA Certification

USAA Certification

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Summer Adkins