Tierra Williams
Overnight Support Operations | Customer Support & Operations Specialist
McDonough,GA
Summary
Customer support and operations professional with 4+ years of experience supporting high-volume, time-sensitive environments across healthcare, hospitality, and higher education. Proven ability to work independently during off-hours, triage and resolve complex issues, and maintain operational continuity with limited supervision. Known for clear written communication, rigorous documentation, and strong judgment when escalating issues.
Overview
7
7
years of professional experience
Work History
Administrative Assistant
Nightingale College
04.2023 - Current
- Operated as frontline support owner for high-volume daily inbound inquiries (40–70+ per day), independently triaging and resolving complex issues during time-sensitive workflows
- Maintained 100% case-level documentation, including resolution notes and cross-team handoffs, ensuring seamless overnight-to-daytime operational continuity
- Deliver clear, professional written communication to diverse users, translating policies and procedures into actionable guidance
- Identify recurring friction points and contribute to workflow improvements, documentation updates, and internal knowledge base accuracy
Administrative Assistant
Peachford Hospital
02.2021 - 02.2023
- Supported high‑stakes user and staff inquiries in a regulated healthcare environment, exercising sound judgment under pressure
- Monitored operational workflows and escalated urgent or sensitive issues within same-shift or SLA-driven expectations in accordance with compliance and on-call protocols
- Investigated issues, compiled data, and documented outcomes to support operational decision‑making and incident visibility
- Improved operational efficiency by refining administrative processes and reducing repeat issues
- Maintained professionalism and empathy when handling emotionally sensitive or time‑critical cases
Administrative Assistant
Hilton Hotels Corporation
07.2018 - 12.2020
- Acted as a primary support point for internal and external stakeholders in a fast‑paced, customer‑facing environment
- Triaged inquiries, resolved issues efficiently, and ensured accurate documentation for continuity across shifts
- Supported customer service and case management workflows with a focus on speed, accuracy, and user experience
- Implemented administrative policy updates to improve operational consistency and service reliability
Administrative Assistant / Executive Support
Emory Healthcare
02.2019 - 08.2020
- Supported executive and operational teams by managing schedules, documentation, and priority workflows in a regulated environment
- Prepared research briefs, reports, and summaries to support leadership decision‑making
- Delivered consistent administrative and customer support while maintaining compliance and documentation standards
- Assisted with policy updates and process standardization to improve operational reliability
Education
Master of Science - Psychology
University of Phoenix
Phoenix, AZ06-2024
Bachelor of Science - Psychology
Georgia Southern University
Statesboro, GA05-2018
Skills
- 24/7 user support
- Incident Triage & Escalation
- Written Communication
- Autonomous Decision-Making
- Queue & Case Management
- Operational Documentation
- User Education
- Cross-Functional Handoffs
- Attention to Detail
Affiliations
Alpha Kappa Alpha Sorority Inc.
Golden Key International Honour Society
Timeline
Administrative Assistant
Nightingale College
04.2023 - Current
Administrative Assistant
Peachford Hospital
02.2021 - 02.2023
Administrative Assistant / Executive Support
Emory Healthcare
02.2019 - 08.2020
Administrative Assistant
Hilton Hotels Corporation
07.2018 - 12.2020
Master of Science - Psychology
University of Phoenix
Bachelor of Science - Psychology
Georgia Southern University
Additional Information
• Available and willing to work overnight shifts in a 24/7 support operations environment
• Strong interest in Fintech platforms, financial markets, and data-driven products
• Experience working autonomously with limited supervision while maintaining service quality
• Skilled in written-first communication, operational documentation, and shift handoffs
• Comfortable learning new technical systems, support tools, and workflows quickly
• Calm and professional when handling high-priority, sensitive, or escalated issues