Tawnia Minter
Austin
Summary
Dedicated professional specializing in conflict resolution and communication. Demonstrated success in managing resident relations and enhancing customer satisfaction through strategic complaint resolution.
Overview
20
20
years of professional experience
Work History
Front Desk Clerk(Overnight/Adminstrative Support)
Volunteers of America
Austin
02.2026 - Current
- Supported daily operations of residential or commercial properties by managing tenant relations, coordinating maintenance, collecting rent, and executing marketing strategies.
- Greeted visitors and clients with a friendly, professional demeanor.
- Coordinate maintenance requests and track completion.
- Monitor access using myQ, Allegion/Engage, and VisitorOS.
- Conduct safety rounds, document incidents, and escalate concerns.
- Provide trauma-informed assistance while enforcing facility rules.
- Respond to emergencies and follow crisis‑response protocols.
- Managed phone calls, directing inquiries to appropriate staff members.
- Facilitated communication by organizing and distributing incoming mail to the appropriate departments.
- Investigated and resolved customer complaints independently, enhancing overall satisfaction.
QA Analyst (Remote)
Wipro
Austin
04.2020 - 03.2025
- Managed agent inquiries and resolved issues as primary POC, enhancing support experience.
- Created detailed defect reports for QA and development teams.
- Participated in client/product owner meetings to deliver quality updates.
- Coached agents, improving accuracy and compliance, leading to increased customer satisfaction.
- Collaborated with development teams to ensure quality standards.
- Communicated regularly with management to discuss quality trends.
- Assisted QA team in identifying process and procedure improvements, fostering a culture of quality.
- Conducted internal audits to measure adherence to established QA standards.
QA Auditor/Sales & Collections Training Manager
Loans2Go USA
Austin
11.2018 - 02.2020
- Designed and delivered training programs enhancing QA standards and boosting sales and collections effectiveness.
- Supervised 4 floor supervisors, 15 sales agents, and 20 collections agents.
- Improved retention and sales through refined objection‑handling strategies.
- Conducted audits of loan applications ensuring compliance with company policies and identifying areas for improvement.
- Developed and maintained auditing checklists for consistent evaluation standards.
- Trained staff on quality assurance procedures and regulatory requirements.
- Facilitated meetings to review audit findings and implement corrective actions, fostering accountability and continuous improvement.
Dispute Supervisor/Corporate Trainer
NetSpend Corporation
Austin
07.2006 - 03.2018
- Reduced dispute challenges by 20% through improved handling.
- Managed escalated calls and ensured accurate resolutions.
- Supervised daily operations to ensure compliance with company policies.
- Resolved customer complaints promptly, resulting in improved customer satisfaction.
- Resolved customer inquiries and issues promptly and professionally.
- Conducted performance evaluations and delivered actionable feedback to enhance team development.
- Monitored employee productivity to provide constructive feedback and coaching.
- Developed training programs that enhanced onboarding success and streamlined processes.
- Collaborated with management to develop training programs for new hires.
- Delivered international training for vendor launches.
- Restructured training processes to strengthen managerial skills.
- Directed and supervised team of 15 employees in daily operations.
- Complied with company policies, objectives and communication goals.
Skills
- Front desk operations
- Customer service excellence
- Conflict resolution and de-escalation
- Problem solving and tenant relations
- Incident management
- Rent collection and emergency response
- CRM platform management
- Microsoft Office proficiency
- Oracle and Salesforce expertise
- Quality assurance
- Process improvement strategies
- Training development
- Strong verbal and written communication
- Active listening and empathy
- Interpersonal skills enhancement
Timeline
Front Desk Clerk(Overnight/Adminstrative Support)
Volunteers of America
02.2026 - Current
QA Analyst (Remote)
Wipro
04.2020 - 03.2025
QA Auditor/Sales & Collections Training Manager
Loans2Go USA
11.2018 - 02.2020
Dispute Supervisor/Corporate Trainer
NetSpend Corporation
07.2006 - 03.2018