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tammyiliff/README.md

Hi, I'm Tammy Iliff

Technical Customer Success Specialist | SaaS Troubleshooting | Onboarding & Workflow Optimization | 100% Remote

CORE SKILLS

  • SaaS Troubleshooting & Root‑Cause Analysis
  • Workflow Automation & Optimization
  • Authentication & Access Support (SSO, MFA, Permissions)
  • SQL Data Validation & Record Accuracy
  • API Basics & Log Interpretation
  • CRM Systems: Salesforce, Zendesk
  • Technical Customer Success & Onboarding
  • Privacy, Security & Compliance Handling (HIPAA, PII, Federal)
  • Remote Multi‑Channel Support (Phone, Email, Chat)
  • Record Correction & Data Quality Management
  • Issue Resolution & Ticket Management
  • Workflow Auditing & Permission Review
  • Identity Verification & Secure Access Handling
  • Customer Communication & Trauma‑Informed Support
  • Compliance Documentation & Case Documentation

FEATURED PROJECTS

Onboarding Workflow Optimization — Ascensus (2026)

  • Redesigned onboarding steps, clarified setup instructions, and aligned workflows with product and onboarding teams, reducing onboarding‑related support tickets by 18%.
  • CRM Permission Audit & Configuration Cleanup — Ascensus (2026)
    Identified misconfigured CRM permissions causing authentication failures; executed a full audit and partnered with engineering to reduce configuration‑related issues by 40%.
  • FEMA Survivor Onboarding Workflow — ProSphere (2025)
    Reorganized FEMA onboarding and verification workflows, improving survivor follow‑through and reducing response times by 20%.

LINKS

  • LinkedIn: linkedin.com/in/tammyiliff
  • Portfolio: notion.so/tammy-iliff-portfolio

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  1. tammyiliff tammyiliff Public template

    My GitHub profile repository containing my professional README, portfolio links, and an overview of my technical support and SaaS operations work.

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  2. tiliff-tech-support tiliff-tech-support Public

    Technical support case studies, troubleshooting frameworks, and workflow improvements from real SaaS, government, and financial support environments.

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  3. sql-data-auditing sql-data-auditing Public

    SQL scripts for auditing CRM permissions, correcting data profiles, and managing record quality.

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  4. saas-onboarding-playbook saas-onboarding-playbook Public

    A workflow playbook for reducing onboarding friction and preventing early‑stage support failures.

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