Summary
Overview
Work History
Education
Skills
Timeline
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Tiana S. Daniels

Atlanta,Georgia

Summary

Experienced IT support professional skilled in optimizing workflows and driving operational efficiency. Strong focus on team collaboration, achieving measurable results, and adaptable to changing needs and environments. Expertise in IT troubleshooting, process improvement, and database and resource management. Known for reliability and effective leadership in high-pressure situations.

Overview

12
12
years of professional experience

Work History

Tech Support Professional (contract)

State of Georgia, State Road and Tollway Authority
12.2024 - 05.2025
  • Used ticketing systems to manage and process support actions and requests.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Used critical thinking to break down problems, evaluate solutions and make decisions

Data Performance Consultant

Divine Data, Inc.
06.2016 - Current
  • Oversees dedicated portfolio of Mid-Market and strategic accounts for pilot conversion, onboarding, ongoing success, and renewal.
  • Facilitated alignment across teams by monitoring key performance indicators for projects alongside leadership in Sales, Product Development, and Marketing.
  • Evaluates data to propose actionable insights for business expansion initiatives.
  • Created impactful learning materials that resonated with diverse audiences, ensuring a deeper understanding of performance management principles and practices.

Senior Operations Manager

Securian Financial
01.2021 - 09.2023
  • Responsible for effective administration of client agreements, driving product utilization, best practices along with ensuring SLAs and KPIs are achieved/exceeded
  • Managed project timelines and deadlines for business clients, focusing on client retention, risk management, and revenue growth through compliance and risk audits.
  • Implemented long-term solutions in risk and performance management for various accounts.
  • Responsible for relationship sustainability, service excellence, financial and operational goal attainment.
  • Transformed inefficient procedures to optimize resource utilization.

Enterprise Customer Remediation Specialist

Wells Fargo
10.2019 - 01.2021
  • Effectively communicated results of investigations to clients in a clear manner while addressing their concerns or queries.
  • Collaborated with multidisciplinary teams to develop effective remediation strategies tailored to specific site conditions.
  • Utilized advanced analytical tools to evaluate data collected from various sources during investigation stages.
  • Conducted regular training sessions for team members on current industry trends and emerging technologies in the contact center.

Sr. Data and Reporting Manager

University of Minnesota - Hubert H. Humphrey School of Public Affairs
09.2017 - 09.2019
  • Oversaw partnership management, client relationships, telecommunications and procurement requests
  • Developed and maintained dashboards and reports to provide real-time insights, enabling data-driven decision-making across the organization
  • Compiled data sets and reported study results using CRM software applications
  • Prepared and edited print journal articles and web pages using graphics tools like Microsoft Illustrate and Adobe Photoshop

Project and Data Analyst

University of Minnesota
03.2015 - 08.2016
  • Demonstrated project management expertise with a strong detail orientation, business acumen, planning and creative problem-solving capability
  • Developed quality assurance and data collection procedures for current contact center programs, and services
  • Ran reports from various internal systems including Ring Central MVP, Ring Central Contact Center, Salesforce, Bomgar, Looker, JIRA, etc
  • For internal and external facing partner/client reporting
  • Assisted with development of high performing teams to ensure data integrity and accuracy, resulting in better-informed decisions.

Executive Administrator

George Mason University, Department of Sociology
01.2013 - 03.2015
  • Managed payroll and HR functions, including timekeeping, accounts receivable/payable processing with QuickBooks
  • Performed program administration and executive support functions
  • Generate, analyze, and distribute daily, weekly, monthly, quarterly, annual reports, performance metrics, and other relevant data to support informed decision-making
  • Presented key findings to shareholders, stakeholders, and government officials through presentations and workshops
  • Used Advanced CRM software (Salesforce, HubSpot etc.) programs
  • Utilized Productivity and Business (Google Suite), JIRA, and other Business Intelligence tools (Sigma)

Education

Bachelor of Arts - Sociology & Operations Management

University of St. Thomas
Saint Paul, Minnesota
05.2016

Skills

  • Information Technology (IT) support
  • Cybersecurity fundamentals
  • Project planning and development
  • Data compliance monitoring
  • Ticket support system management

Timeline

Tech Support Professional (contract)

State of Georgia, State Road and Tollway Authority
12.2024 - 05.2025

Senior Operations Manager

Securian Financial
01.2021 - 09.2023

Enterprise Customer Remediation Specialist

Wells Fargo
10.2019 - 01.2021

Sr. Data and Reporting Manager

University of Minnesota - Hubert H. Humphrey School of Public Affairs
09.2017 - 09.2019

Data Performance Consultant

Divine Data, Inc.
06.2016 - Current

Project and Data Analyst

University of Minnesota
03.2015 - 08.2016

Executive Administrator

George Mason University, Department of Sociology
01.2013 - 03.2015

Bachelor of Arts - Sociology & Operations Management

University of St. Thomas

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Tiana S. Daniels