Tiara Williams Email & Phone Number

Graphic Design: Creating visually compelling designs for marketing materials, websites, and social media.Technical Writing: Developing clear and concise help desk documentation and user manuals to enhance customer support and knowledge management.Content Creation: Crafting engaging social media content to drive brand awareness and engagement.Notable Projects:Designed a comprehensive set of marketing materials for a healthcare startup, enhancing their brand visibility.Developed a series of user-friendly help desk guides for a major tech company, improving customer support efficiency.Created and managed social media campaigns for various clients, resulting in increased online presence and customer engagement.

Santa Clara, Ca, Us

-Completed a rigorous program focused on mastering ServiceNow implementation and administration.-Worked on live projects to develop and configure ServiceNow solutions, gaining hands-on experience.-Employed Agile and Scrum frameworks to efficiently manage and execute project tasks.-Specialized in key ServiceNow modules including Incident, Problem, Change Management, and Service Catalog.Applied IT Service Management best practices to enhance and streamline business processes.-Engaged in collaborative projects, fostering teamwork and enhancing communication skills.-Developed comprehensive user guides and documentation to facilitate effective ServiceNow implementation and training.-Utilized analytical skills to troubleshoot and resolve complex technical issues.

Sacramento, California, Us

• Provided multi-channel service and support to insurance agent and broker customers via phonecalls, email, and live chat, specializing in ACA enrollments.• Educated insurance agent customers on optimizing our technology for streamlined enrollment inmarketplace coverage, excluding cold calling duties• Utilized Jira Software for efficient task tracking, issue resolution, and collaboration within the Supportteam.• Guided insurance agents through troubleshooting steps to resolve technical issues and ensureoptimal system functionality.• Investigated and identified root causes of problems, employing analytical skills to address issuesrelated to software, hardware, and network connectivity

Round Rock, Texas, Us

• Acted as the subject matter expert for data center solutions, specializing in selling servers. • Provided strategic recommendations and business proposals to over 300 small and medium business clients, generating over $500K in revenue and exceeding fiscal year 2021-2022 revenue targets by 113%. • Maintained a 95% customer retention rate by fostering strong relationships, providing exceptional service, and addressing client needs promptly and effectively. • Ran Live Optics to help customers understand their configurations, including LAN, WAN, and other network-related setups, allowing for data-driven recommendations and optimized IT infrastructure. • Utilized Salesforce and Sales Works to track activities, enhance visibility, drive market share, and prioritize sales funnels. • Educated clients on product features, benefits, and best practices, enhancing user experience and satisfaction.

Delaware, Us

Participated in an intensive bootcamp-style apprenticeship, acquiring foundational skills in businessanalysis and technical writing.• Engaged in hands-on learning experiences, applying business analysis methodologies to real-worldscenarios and projects.• Led the development of a comprehensive "ServiceNow System Implementation How-to Guide,"providing a step-by-step manual for efficient implementation and utilization of the ServiceNowplatform.• Received training in Agile Scrum methodologies, applying them to optimize processes and enhanceproject delivery.• Participated in interactive sessions and discussions, fostering a comprehensive understanding ofboth business analysis and technical writing.• Acquired knowledge of wiki markup language for formatting and structuring content on internalknowledge bases.• Utilized Azure DevOps to build workflows and user stories, enabling effective project tracking andalignment with organizational goals.• Mastered the art of improving data and analytics through the creation of comprehensive how-toguides and training manuals.

Hartford, Connecticut, Us

• Enrolled and assisted Medicare beneficiaries with understanding their healthcare coverage options. • Demonstrated expert knowledge of Medicare plans and regulations. • Guided clients through plan transitions during the Annual Enrollment Period. • Consistently exceeded sales targets, driving revenue growth. • Conducted detailed needs assessments to recommend optimal plan choices based on individual health and financial circumstances. • Delivered presentations and educational sessions on Medicare policies and plan options to community groups and potential beneficiaries. • Created help center documentation and managed it using SharePoint to assist beneficiaries and internal teams in navigating healthcare coverage options and resolving common issues.

Health Science, Health/Health Care Administration/Management

Certificate, Front-End Web Developer