TAKIYAH GORDON AUSTIN
Wilmington,DE
Summary
Detail-oriented Disability Claims Specialist with over 15 years of experience in claims administration, disability benefits, customer service, and complex case management. Extensive background evaluating retirement, survivor, disability, Medicare, and Supplemental Security Income (SSI) claims while ensuring compliance with federal regulations and policy guidelines. Skilled at analyzing documentation, conducting investigations, calculating benefit eligibility, communicating complex information to claimants and representatives, and making sound claim determinations using independent judgment. Recognized for exceptional customer service, critical thinking, conflict resolution, and the ability to manage high-volume caseloads while maintaining accuracy and compassion.
Overview
26
26
years of professional experience
Work History
Customer Retention Specialist
iPostal1
10.2025 - Current
- Manage high-volume customer cases while resolving complex account concerns with professionalism and empathy.
- Investigate customer issues by gathering documentation, reviewing account history, and coordinating with internal departments.
- Analyze customer situations to determine appropriate resolutions while balancing customer satisfaction with company policy.
- Prepare detailed written correspondence explaining account decisions and next steps.
- Resolve escalated customer complaints while maintaining strong customer relationships.
- Utilize Freshdesk CRM to manage case documentation, communications, and follow-up activities.
- Collaborate cross-functionally to resolve complex customer issues efficiently.
Customer Service Representative
MARTA
08.2023 - 05.2024
- Managed high-volume inbound customer inquiries while maintaining service quality standards.
- Resolved escalated customer concerns using sound judgment and effective problem-solving techniques.
- Documented customer interactions accurately and thoroughly.
- Assisted in training new representatives on company policies and customer service procedures.
- Collaborated with internal departments to improve operational processes and customer satisfaction.
Remote Member Service Representative / Card Services Specialist
Shared Service Solutions
08.2021 - 03.2023
- Assisted members with complex account inquiries and financial service requests.
- Investigated account discrepancies and resolved customer issues efficiently.
- Maintained confidentiality while handling sensitive financial information.
- Provided detailed explanations of policies, products, and account services.
- Managed multiple priorities while consistently meeting service goals.
Warehouse Associate
Randstad / Chico's FAS
12.2020 - 12.2022
- Maintained accurate inventory and fulfilled customer orders in a fast-paced environment.
- Collaborated with team members to meet production and quality standards.
- Operated forklifts to move products within the warehouse efficiently.
- Sorted and organized inventory to maintain optimal storage conditions.
- Loaded and unloaded deliveries, ensuring correct placement of items.
Claims Specialist
Social Security Administration
04.2015 - 06.2021
- Managed a large caseload of retirement, survivor, disability, Medicare, and Supplemental Security Income (SSI) claims from initial application through final determination.
- Reviewed medical records, employment history, financial documentation, and supporting evidence to determine benefit eligibility.
- Exercised independent judgment when approving or denying claims based on federal regulations and agency policy.
- Conducted detailed investigations to verify claimant eligibility and resolve discrepancies.
- Calculated monthly benefit amounts and ensured accurate payment determinations.
- Communicated claim decisions clearly to claimants, attorneys, representatives, and family members.
- Prepared comprehensive documentation supporting claim determinations and benefit calculations.
- Coordinated with internal departments and external agencies to obtain required documentation.
- Responded to appeals, inquiries, and complex claimant issues while maintaining compliance with SSA regulations.
- Maintained strict confidentiality while managing sensitive claimant information.
- Successfully managed competing priorities in a high-volume, deadline-driven environment.
Teleservice Representative
Social Security Administration
07.2009 - 04.2015
- Conducted interviews with claimants to determine eligibility for Social Security programs.
- Explained complex federal regulations and benefit programs to the public.
- Researched customer accounts and resolved benefit-related issues.
- Documented claimant information accurately.
- Assisted customers through multiple communication channels including telephone and written correspondence.
- Promoted SSA online services while providing exceptional customer support.
Assistant Office Manager
Physical Therapy of Clifton
04.2000 - 05.2009
- Coordinated insurance verification and claims processing for medical, auto, and workers' compensation cases.
- Reviewed insurance coverage and claim status to support patient treatment.
- Obtained prior authorizations and maintained accurate medical documentation.
- Managed patient billing, insurance payments, and account reconciliation.
- Maintained confidential medical records in compliance with HIPAA standards.
- Resolved insurance and billing issues through effective communication with carriers and patients.
- Supervised daily office operations and trained administrative staff.
Education
GED -
TAP #1 Center
BrooklynSkills
- Disability Claims Management
- Long-Term Disability (LTD) Claims
- Benefit Eligibility Determinations
- Claims Investigation
- Appeals & Case Reviews
- Claims documentation management
- Independent Decision Making
- Critical Thinking & Analysis
- Customer Advocacy
- Medical record review
- Benefit Calculations
- Social Security Offsets
- Risk Assessment
- Case Management
- Policy Interpretation
- Customer Complaint Resolution
- Written & Verbal Communication
- Time Management
- Microsoft Office Suite
- Freshdesk CRM
- SAP
- Oracle
- AS/400
- Freshdesk
- CRM Systems
- Claims processing systems
- Data Entry
- Electronic Documentation Systems
Timeline
Customer Retention Specialist
iPostal1
10.2025 - Current
Customer Service Representative
MARTA
08.2023 - 05.2024
Remote Member Service Representative / Card Services Specialist
Shared Service Solutions
08.2021 - 03.2023
Warehouse Associate
Randstad / Chico's FAS
12.2020 - 12.2022
Claims Specialist
Social Security Administration
04.2015 - 06.2021
Teleservice Representative
Social Security Administration
07.2009 - 04.2015
Assistant Office Manager
Physical Therapy of Clifton
04.2000 - 05.2009
GED -
TAP #1 Center