Erika Tiggs
Forest Park
Summary
Technical Support Specialist experienced in monitoring support queues, ensuring SLA compliance, and supporting workforce performance in high-volume environments. Strong analytical and communication skills with a focus on operational excellence.
Overview
10
10
years of professional experience
Work History
Technical Support
The Home Depot
05.2022 - Current
- Monitor and manage high-volume ticket queues to ensure SLA compliance and operational efficiency
- Troubleshoot hardware, software, and system access issues for associates across multiple departments
- Analyze recurring technical issues and escalate trends to leadership for resolution
- Maintain accurate documentation and perform detailed data entry to support reporting accuracy
- Support cross-functional teams during after-hours coverage to maintain service continuity
- Assist with onboarding and training new associates as a shadow caller and coach
- Maintain high quality assurance scores and customer satisfaction ratings
- Collaborate with leadership to improve ticket resolution processes and response times
- Remote
Administrative Assistant
Four Star Pressure Washing
Riverdale, GA
04.2016 - Current
- Support recruitment and onboarding processes, including coordinating interviews and orientations
- Prepare, review, and track invoices and operational reports
- Maintain organized documentation and assist in administrative workflow management
- Provide ongoing administrative support to leadership.
Warehouse Supervisor
Piedmont Healthcare
Atlanta, GA
08.2019 - 09.2021
- Led shift meetings and assigned daily workload based on team skill sets and productivity goals
- Monitored team performance metrics and ensured operational targets were met
- Managed workflow distribution to maintain balanced productivity
- Maintained compliance with safety and operational standards
Support Representative
Amazon
Atlanta, GA
09.2018 - 07.2019
- Managed 50+ calls per hour in a high-volume support environment
- Assisted delivery drivers with route guidance, issue resolution, and customer communication
- Coordinated problem resolution to prevent delivery delays
Education
Associate - Computer Science
Clayton State University
Morrow, GA04.2018
High school diploma -
Mundy's Mill High School
05.2005
Skills
- Ticketing Systems
- SLA Monitoring
- Workforce Support
- Microsoft Excel
- Microsoft Office Suite
- Data Entry & Reporting
- Quality Assurance
- Process Improvement
- Time Management
- Cross-Team Collaboration
Timeline
Technical Support
The Home Depot
05.2022 - Current
Warehouse Supervisor
Piedmont Healthcare
08.2019 - 09.2021
Support Representative
Amazon
09.2018 - 07.2019
Administrative Assistant
Four Star Pressure Washing
04.2016 - Current
Associate - Computer Science
Clayton State University
High school diploma -
Mundy's Mill High School