Tiara Hollis
Washington,DC
Summary
Dynamic professional with extensive experience at Freddie Mac in IT program support and cyber security reporting. Proficient in Salesforce and customer relationship management, utilizing strong analytical skills to enhance client satisfaction and operational efficiency. Proven ability to deliver impactful results in high-pressure environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Deputy Supervisor
22nd Century Technologies, Inc.
04.2023 - 05.2025
- Trained new hires on SOPs for office workflows, routine operations, and company processes and procedures.
- Analyze co-workers' feedback and data to identify trends and areas for improvement, providing actionable insights to the management team.
- Managed and completed assigned tasks in a prompt and accurate manner.
- Maintained a detailed database of documents and records, ready for use at any given time. Adhered to all regulatory requirements in the execution of daily duties.
- Developed schedule management, events organizational, and prioritization skills.
- Collaborate with cross-functional teams to address customer issues and implement solutions
Retail Sales Associate
H&M
01.2018 - 01.2020
- Handled customer inquiries and complaints via phone, email, and chat, providing timely and accurate responses.
- Logged customer interactions and service requests in the CRM system, ensuring accurate and up-to-date records.
- Encouraged customers to register for credit card promos using a negotiation tactic for 10% more than the company's average.
- Organized store merchandise displays and racks to maintain and promote aesthetically appealing environments.
- Participated in team meetings and training sessions to stay updated on product knowledge and customer service best practices.
Information Technology Analyst
Freddie Mac
01.2014 - 01.2015
- Supported cyber security and IT executives with IT programs reporting to the cyber security leader and regularly interact with all levels of contractor management.
- Ensured all changes to systems were performed according to configuration control standards and company policies.
- Conducted research and prepared reports, presentations, and other documents as needed.
- Assisted with special projects and tasks, ensuring timely and accurate completion.
Insurance Agent Assistant
The Financial Crisis Prevention Center
Alexandria, VA
04.2012 - 09.2012
- Addressed customer concerns through effective communication, enhancing satisfaction and loyalty.
- Collaborated with team members to exceed performance metrics for call quality and handling time.
- Managed escalated customer issues, utilizing problem-solving skills for professional conflict resolution.
- Participated in training sessions to stay updated on products and policies.
Office Assistant
District of Columbia Public Schools
Washington, DC
09.2005 - 05.2008
- Processed and entered data from diverse sources, including paper documents and electronic files.
- Conducted validation and verification checks to ensure data accuracy and consistency.
- Assisted administrative team with clerical tasks such as filing, scanning, and document organization.
- Collaborated with team members to identify and resolve data discrepancies.
Education
Some College (No Degree) - IBM Project Management
Google Coursera
Online-RemoteSome College (No Degree) - Computer Technology- Information Technology
Year Up/Northern Virginia Community College
Crystal City, VASkills
- Customer relationship management
- Client retention strategies
- Data entry proficiency
- Administrative support services
- Salesforce expertise
- Microsoft Office Suite
Certification
Google Certificate in Project Management, Pursuing
Knowledge And Skills
- Customer Relationship Management
- Client Retention
- Data Entry
- Administrative Support
- Salesforce
- MS Office Suite
Timeline
Deputy Supervisor
22nd Century Technologies, Inc.
04.2023 - 05.2025
Retail Sales Associate
H&M
01.2018 - 01.2020
Information Technology Analyst
Freddie Mac
01.2014 - 01.2015
Insurance Agent Assistant
The Financial Crisis Prevention Center
04.2012 - 09.2012
Office Assistant
District of Columbia Public Schools
09.2005 - 05.2008
Some College (No Degree) - IBM Project Management
Google Coursera
Some College (No Degree) - Computer Technology- Information Technology
Year Up/Northern Virginia Community College