Tina Austin
Bedford
Summary
Customer Care Specialist with over 10 years of experience delivering exceptional support in fast-paced environments. Expertise in active listening, efficient issue resolution, and enhancing customer satisfaction through strategic problem-solving. Experienced in leveraging CRM platforms to manage interactions and feedback, fostering long-term relationships and driving repeat business.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Third Federal Savings and Loan
Cleveland
03.2025 - Current
- Provided excellent customer service by responding promptly to requests or inquiries.
- Handled customer calls regarding account inquiries and services, ensuring accurate information delivery.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved customer complaints using effective communication and problem-solving, leading to enhanced customer trust.
- Helped customers with escrow questions, providing clear and informative responses regarding the escrow process, particularly in mortgage financing and current mortgage account questions.
- Verified customers' identification to ensure adherence to compliance standards.
- Opened CDs, checked IRAs, and savings accounts for customers over the phone.
Lead Specialist
Discover Financial Services, DFS
10.2023 - 12.2024
- Built trust with clients through clear communication and understanding unique challenges before offering tailored solutions.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Reduced outstanding balances by consistently following up on overdue payments, and negotiating payment arrangements.
- Managed high-volume inbound calls from customers seeking assistance with past-due balances, ensuring effective resolution of issues.
- Exceeded monthly targets for both individual collection results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Enhanced recovery rates through innovative collection techniques that aligned customer needs with company goals.
Advocate
Farmers Insurance Company
Solon
03.2023 - 09.2023
- Dedicated time to each customer, reviewing and explaining documents to enhance client understanding.
- Built strong relationships with clients to uphold high standards of customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained a positive attitude towards customers and colleagues, fostering a supportive environment during high-stress situations.
- Obtained underwriting approval by completing the application for coverage.
- Contacted underwriter and submitted appropriate forms to obtain binder coverage.
Lead Specialist
Key Bank
Brooklyn
02.2017 - 12.2022
- Demonstrates strong dependability as the current Go-To Lead for high level queue assignments and tasks.
- Identified customer needs promptly, enhancing service responsiveness.
- Using independent judgment, provides accurate documentation of customer account activity and formulates resolutions that are both helpful to the client and meet internal and all regulatory standards.
- Advised on past due balances and negotiated settlements through targeted questioning.
- Reviewed mortgage accounts to pinpoint and address past due accounts requiring action.
- Participated in daily Recovery Chats to share insights and strategies with the team.
- Assisted new hires during onboarding process to enhance their integration into the team.
Collections Specialist
Revenue Group
Cleveland
01.2016 - 01.2017
- Recovered over 70% of all debts assigned by providing win-win compromises with debtors in financial hardship.
- Reviewed account holders' financial records and credit reports to develop tailored repayment plans.
- Identified and resolved billing discrepancies to enhance statement accuracy and improve customer satisfaction.
- Answered customer inquiries on past due medical bills to clarify account status and payment options.
Claims Representative
CMS
Hudson
01.2015 - 01.2016
- Processed claims for auto, rental, homeowner's, boat, and motorcycle damage per policy coverage.
- Follow-up regarding claims details, handle incoming calls regarding insurance coverage benefits provided.
- Provided various written correspondences.
- Facilitated document requests to support claim settlements during arbitration.
- Reviewed documentation and evaluated coverage to assist in adjusting claims.
- Conducted intake of claims by gathering necessary information and determining eligibility.
- Maintains excellent customer and agent claims experience.
Collections Specialist
NES
Solon
01.2010 - 01.2015
- Started as third-party collector making outbound calls via dialer to customers at various stages of delinquency/ charge-off.
- Facilitated wage garnishments and established customer relationships to protect assets and develop comfortable payment plans, contributing to a reduction in company debt ratio.
- Maintained the entire queue daily.
- Implemented urgency techniques that increased customer call-backs.
- Assisted clients with understanding bankruptcy procedures and requirements.
- Oversaw submission of garnishment documents to ensure timely collection of payments.
- Bankruptcies.
Education
Bachelor's degree -
Southern New Hampshire University
04-2026
Skills
- Inbound customer service
- Customer service
- First call resolution
- Call handling
- Call center experience
- Empathy
- Payment processing
- Claims monitoring
- Customer relationship management
- Communication skills
- Problem-solving
- Time management
- Customer retention
- Verbal and written communication
- Active listening
- Relationship management
- Issue resolution
- Conflict management
- Stress management
- Calling management
- Phone etiquette
- Inquiry response
- Recovery Specialist
Certification
- NMLS #2823286 Mortgage Loan Originator (Active)
Timeline
Customer Care Representative
Third Federal Savings and Loan
03.2025 - Current
Lead Specialist
Discover Financial Services, DFS
10.2023 - 12.2024
Advocate
Farmers Insurance Company
03.2023 - 09.2023
Lead Specialist
Key Bank
02.2017 - 12.2022
Collections Specialist
Revenue Group
01.2016 - 01.2017
Claims Representative
CMS
01.2015 - 01.2016
Collections Specialist
NES
01.2010 - 01.2015
Bachelor's degree -
Southern New Hampshire University