Tianna Mack
Summary
To obtain a challenging position in the Information Technology sector where I can leverage my technical skills, problem-solving abilities, and passion for innovation to contribute to organizational success while continuously learning and growing in a dynamic environment.
Overview
9
9
years of professional experience
Work History
SME Tier 2 Retention
H&R Block
01.2022 - Current
- - Act as subject matter expert for client retention strategies and technical issue resolution
- - Provide Tier 2 support to escalated customer inquiries and technical problems
- - Collaborate with cross-functional teams to streamline processes and improve customer experience
- - Train and mentor new team members
Warranty Manager
Mazda
06.2019 - 01.2022
- - Managed warranty claims and ensured compliance with company and manufacturer policies
- - Maintained customer satisfaction by resolving complex vehicle repair concerns
- - Worked with service departments and technicians to validate and process claims efficiently
- - Developed tracking systems for claim status and follow-ups
Visual Merchandising Team Lead
Target
06.2016 - 06.2019
- - Led the visual merchandising team to execute seasonal floor sets and product displays
- - Collaborated with store leadership to maintain brand standards and customer engagement
- - Trained team members in merchandising best practices and sales floor execution
- - Analyzed sales data to adjust visual presentations and drive revenue
Education
Associate’s Degree - Information Technology
Northern Virginia Community College
Skills
- - Technical Support & Troubleshooting
- - Customer Retention & Relationship Management
- - Visual Merchandising & Brand Presentation
- - Warranty Claims Management
- - Cross-functional Team Collaboration
- - Training & Development
- - Microsoft Office Suite, IT Ticketing Systems
- - Salesforce
- - Mac and Windows proficiency
- - Microsoft Teams
Timeline
SME Tier 2 Retention
H&R Block
01.2022 - Current
Warranty Manager
Mazda
06.2019 - 01.2022
Visual Merchandising Team Lead
Target
06.2016 - 06.2019
Associate’s Degree - Information Technology
Northern Virginia Community College