Summary
Overview
Work History
Education
Skills
Languages
Growth Hobbies
Additional Information
Timeline
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Tiara Mize

Summary

I bring a multifaceted background with experience in technical support and customer service, honed at Amazon as an Escalation Resolution Support Specialist. My expertise lies in troubleshooting, team training, and optimizing support strategies to enhance efficiency and customer satisfaction. With a history of management at Sunrise Assisted Living, I've developed strong leadership skills, ensuring high-quality service and fostering collaborative environments. My academic pursuits in CyberSecurity at Northern Virginia Community College complement my practical skills, equipping me with a contemporary understanding of technical problem-solving.

Overview

8
8
years of professional experience

Work History

Escalation Resolution Support

Amazon
03.2021 - Current
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Answered constant flow of customer calls with minimal wait times.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Life Engagement Manager

Sunrise Assisted Living
11.2016 - 04.2021
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Monitored daily delivery of quality services, which promoted high level of satisfaction among families and residents.
  • Created customized care plans, working with hospital staff and families to assess and meet individual needs.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Conducted tours of facility to prospective residents and families.
  • Communicated effectively with family members on regular basis regarding care, issues and overall health of loved ones.
  • Engaged residents through events, small groups, and personal attention.
  • Provided emotional support and companionship to improve quality of life for residents.
  • Helped residents build and maintain interpersonal relationships, social skills, mental abilities, and confidence.
  • Scheduled movies, entertainment, and other special events.
  • Documented preferences and helped develop relevant activities.
  • Provided clear instruction to activity and program participants to deliver fun and maintain safety.
  • Planned weekly activities schedule for assigned group and facilitated smooth transitions for on-time arrival.
  • Kept track of allergies and dietary restrictions, verifying correct meals and snacks were given to campers.
  • Assisted in recruitment and hiring of new recreation staff.
  • Supervised camper activities to address behavioral issues and promote fun, safety and inclusivity.

Home Care LPN

INOVA
09.2015 - 09.2016
  • Cared for wounds, provided treatments, and assisted with procedures.
  • Documented accurate and complete patient information to address patient problems and expected outcomes.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Managed patient care through closely monitoring respiration, blood pressure, and blood glucose levels.
  • Performed routine evaluations of each patient's status, needs, and preferences.
  • Adhered to treatment plan instructions when administering medications and treatments to patients.
  • Comforted and counseled patients and families throughout care process.
  • Helped long-term care residents with bathing, dressing, feeding, and other daily living activities.

Education

Associate of Applied Science - CyberSecurity

Northern Virginia Community College
Annandale, VA
08.2024

LPN ( Licensed Practical Nurse ) - Nursing

Gee's Career Training Institute, LLC
Woodbridge, VA
09.2015

High School Diploma -

Mountain View High School
Stafford, VA
05.2013

Skills

  • Technical Troubleshooting
  • Time Management
  • Problem Solving
  • Data Collection
  • Scheduling
  • Brand Representation
  • Event Coordination
  • Decision-Making
  • Social Media Marketing
  • Program Development
  • Enrichment Program Development
  • Customer Support
  • Team Collaboration

Languages

American Sign Language
Native or Bilingual

Growth Hobbies

Outside of my professional life, I am deeply engaged in exploring the possibilities of machine learning and AI, which fuels my passion for innovation and technology. In the realm of creativity, I am the proud owner of T&T Creations, a crafting venture where I channel my artistic expression through the art of tufting, designing unique rugs that reflect a blend of traditional craftsmanship and modern aesthetics.

Additional Information

In addition to my technical and managerial skills, I am the passionate founder of T&T Creations, a tufting business that has grown organically through commitment and creativity. This venture has not only enhanced my problem-solving and design skills but also affirmed my ability to balance entrepreneurial endeavors with my professional responsibilities effectively.

Timeline

Escalation Resolution Support

Amazon
03.2021 - Current

Life Engagement Manager

Sunrise Assisted Living
11.2016 - 04.2021

Home Care LPN

INOVA
09.2015 - 09.2016

Associate of Applied Science - CyberSecurity

Northern Virginia Community College

LPN ( Licensed Practical Nurse ) - Nursing

Gee's Career Training Institute, LLC

High School Diploma -

Mountain View High School

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Tiara Mize