Tiffani Armour

Business Process & Systems Professional with 10+ years of experience across enterprise technology, SaaS, public-sector systems, software quality assurance, customer operations, consulting, and digital operations.

Architects workflows, operating structures, documentation, AI-assisted automation, and technical solutions from requirements through implementation.

Experience includes conducting an operational assessment across 17+ programs, supporting enterprise technology across 800+ retail locations, reproducing and documenting complex software defects, and building working software systems, integrations, and automation workflows.

Business Process & Systems Consultant

Self-Employed / Consulting · Remote
February 2026 - Present

• Analyze business processes and operational infrastructure to identify execution gaps, bottlenecks, ownership issues, capacity constraints, and technology requirements.
• Translate stakeholder needs into executable systems including workflows, implementation plans, SOPs, tracking infrastructure, knowledge systems, and team-ready documentation.
• Conducted an operational assessment across 17+ programs identifying workflow, technology, ownership, capacity, visibility, and accountability gaps.
• Designed centralized MVP tracking infrastructure for leadership visibility into deadlines, ownership, status, and performance measures, and mapped buyer journeys to align messaging, workflows, and success measures.
• Advise leadership on process, technology, and capacity constraints affecting execution quality, service delivery, and implementation priorities.

Co-Founder

Youngstown RC Club · Youngstown, Ohio
August 2024 - Present

• Co-founded a community STEM organization using remote-control technology, robotics, electronics, engineering, and hands-on projects as accessible entry points into technical learning.
• Built operational and program systems supporting events, onboarding, documentation, stakeholder communication, school visits, career exploration, and community programming.
• Develop partnerships with schools, businesses, community organizations, and local leaders while translating technical concepts into approachable educational experiences for youth and adults.
• Delivered STEM programming at the 2025 Manufacturing Career Fair and developed presentations, educational resources, forms, signage, and reusable event structures supporting continued organizational growth.

Nonprofit Technical & Business Analyst

Self-Employed / Freelance · Remote
March 2023 - Present

• Support technical infrastructure and business operations for nonprofit startups and community organizations through needs assessments, internal documentation, collaborative workflows, and implementation planning.
• Build operational, onboarding, communication, and workflow systems using no-code and AI tools, including forms, presentations, pitch materials, documentation, and team-ready resources.

Operations Customer Expert

Automotive Technology Platform / Teleperformance · Remote
September 2025 - March 2026

• Diagnosed complex platform configuration and workflow issues while owning multi-party cases from intake through root-cause resolution and technical escalation.
• Identified recurring technical patterns and created troubleshooting guidance improving repeatability and consistency across customer support workflows.
• Prepared reproducible engineering escalations and root-cause findings while maintaining a 96% ringback rate against a 92% target and a 92% CSAT score.

Quality Assurance Analyst

Public Sector Technology · Contract / Remote
May 2025 - June 2025

• Reproduced system failures and edge cases across complex public-sector environments, surfacing previously undocumented software defects through structured multi-step testing.
• Produced engineering-ready defect reports with clear reproduction paths and standardized defect-quality criteria that improved issue triage and escalation clarity.

Customer Support Associate 2

State of Ohio Office of Unemployment · Remote
March 2024 - October 2024

• Supported policy-driven unemployment systems and high-stakes account workflows involving access, authentication, identity, account configuration, eligibility, and compliance requirements.
• Diagnosed root causes and documented system issues while managing electronic correspondence, operational records, and escalations requiring technical investigation.

Seasonal Remote Customer Support Associate

Peak Support / E-commerce Food Platform · Remote
2023 - 2024

• Handled high-volume e-commerce support across orders, refunds, delivery issues, accounts, chat, and ticket-based customer operations.

Digital Operations & Systems Consultant

Digital Bloom Academy · Remote
November 2022 - December 2025

• Built and managed operational and technical infrastructure spanning onboarding, customer communication, scheduling, documentation, e-commerce, content systems, and multi-platform workflows.
• Built AI-assisted business systems and automation workflows and developed reusable documentation, knowledge structures, digital products, and functional prototypes using AI and no-code tools.
• Designed and delivered virtual and in-person workshops on technology, automation, creativity, and digital tools while managing multi-channel customer and content operations.

Customer Support Specialist

Capella Space · Remote
September 2022 - May 2023

• Provided technical support in a SaaS and satellite-data environment investigating platform, API, integration, configuration, and data-delivery issues.
• Performed system monitoring and data validation and coordinated reproducible engineering escalations using structured tracking and technical documentation.
• Built and maintained internal knowledge resources covering recurring system failure patterns and standardized resolution workflows.

Support Coordinator / Remote IT Analyst

JOANN Stores · Remote
July 2021 - September 2022

• Provided enterprise IT support across more than 800 retail locations resolving network, device, software, identity/access, infrastructure, account, and operational continuity issues.
• Supported incident management and enterprise access administration across SAP, Active Directory, Workday, field technicians, service providers, and SLA-driven support processes.
• Coordinated business-critical outage response and enterprise rollouts while creating standardized guidance and documentation for distributed environments.

Confidential Systems Architecture Project

Python · SQLite · REST APIs · WordPress · Git/GitHub

• Architected and built a modular software system with persistent state, API/CMS integrations, validation, automated testing, lifecycle management, error handling, and repeatable execution while protecting the underlying proprietary business application.

Workforce Systems & Operating Model Design

Business Model Canvas · Program Architecture · Measurement

• Designed the business model and operating architecture for a workforce-development initiative, including participant pathways, operating requirements, workflow design, measurement logic, and implementation planning.

ManiJournal

React · Vite · Supabase · PostgreSQL

• Built a full-stack journaling and personal-development application with authenticated user data, relational data structures, structured information architecture, and a Supabase/PostgreSQL backend.

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AI Job Search Automation

n8n · Gemini · Apify · Gmail · Google Drive

• Built an AI-enabled automation workflow that discovers recent job postings, evaluates fit with an LLM, filters results, and delivers structured summaries through Google Workspace.

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Neurodivergent Task Support AI

AI/LLM · Prompt Architecture · Accessibility UX

• Designed and built an AI-powered task-transition assistant that converts overwhelming tasks into low-pressure step-by-step guidance and grounding prompts for neurodivergent users.

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