Whitney Adams

I’m a Customer Service and Escalation Specialist with 8+ years resolving high-stakes financial disputes and client concerns under regulatory pressure. I stay calm in high-volume, high-urgency environments, and I’m known for being solutions-focused while meeting quality and compliance benchmarks.

Since October 2022, I’ve managed high-level escalations for 20+ clients monthly as a Chargeback Associate Specialist (Escalations) at FIS. I collaborate with relationship managers, implementation specialists, and product support teams to deliver fast, accurate resolutions on sensitive client cases while staying current on regulatory standards and dispute best practices.

From October 2019 to October 2022, I led a 20-person advisor team in the Team Lead, Disputes Consulting Desk role at FIS. I drove strong performance, including QA scores of 80%+, average handle times of 660 SPC, and monthly losses under $200, while directly managing the most sensitive client escalations.

Earlier, as a Call Center Representative at Worldpay, I handled high-volume, high-urgency customer escalations (20+ per 2-hour window) across multiple product lines and was selected as a Subject Matter Expert for Financial Institutions. I’m currently expanding my coordination and project-readiness through a Google Project Management Certificate (Coursera/Google, 2025).