Summer Santos
About Summer Santos
Summer Santos serves as a Senior Collection Lead, demonstrating strong conflict resolution skills and expertise in regulatory compliance. With over 13 years of experience at Sallie Mae and Navient, she has developed training materials and managed team performance effectively.
Work at Sallie Mae
Summer Santos has held the position of Senior Collection Lead at Sallie Mae since 2011. In this role, she manages escalated calls, including those involving supervisor intervention, refusal to pay, and customer complaints. Her responsibilities include demonstrating advanced conflict resolution skills, which are essential in handling sensitive customer interactions. She has contributed to the development of training materials and tests in Excel, aimed at ensuring compliance and enhancing team performance.
Education and Expertise
Summer Santos studied Business at the Shreveport Job Corps Center and attended Victory Technical High School. Her educational background provides a foundation for her career in customer service and collections. She has developed expertise in regulatory compliance and team management, evidenced by her responsibility for issuing Performance Development Actions (PDAs) related to compliance violations, attendance, performance, and conduct.
Background
Prior to her current role at Sallie Mae, Summer Santos worked in various customer service positions. She was a Customer Service Representative at ACS from 2008 to 2009 and at Time Warner Cable from 2009 to 2011. Additionally, she worked as an ADT Inbound Sales Representative at Defenders for four months in 2011. Her diverse background in customer service has equipped her with the skills necessary for her current responsibilities.
Achievements
In her role as Senior Collection Lead, Summer Santos has developed training materials that enhance team performance and ensure compliance. Her ability to handle escalated calls and manage conflict effectively demonstrates her proficiency in customer relations and team leadership. She has been with Sallie Mae for over 13 years, indicating her commitment and stability within the organization.