Tammy iliff

I’m a Technical Customer Support Specialist focused on resolving SaaS, authentication, and data integrity issues across finance, government, and healthcare. I combine troubleshooting discipline with access-focused support (SSO/MFA) to restore functionality quickly and accurately.

In recent roles, I resolved 40+ technical issues per shift through phone, email, and Zendesk, and helped raise CSAT by 20%. I diagnose authentication failures, configuration errors, and profile discrepancies, audit CRM permissions, and correct customer records—reducing repeat contacts by 30% and improving system reliability by 40% while maintaining 99%+ accuracy in high-volume environments.

I also strengthen the systems behind support: I standardized 10,000+ records, improved search speed by 30%, and reduced onboarding time by 25% by refining documentation workflows and guiding users through onboarding. From ticket triage to knowledge base usage and escalation, I aim to make support proactive, repeatable, and measurable.