Customer Service Representative
Resume:
Tiffany Blanchet
Madison, WI 53711
SUMMARY
Self-motivated Human Resource professional with progressive experience impacting company
performance through skillful design, enhancement, and orchestration of HR strategies and solutions
that align with business objectives and foster business success and employee welfare.
AREAS OF EXPERTISE
Culture Change Management Employee Relations Full-Cycle Recruiting
Mergers/Corporate Restructuring Company Mission Alignment
Employee Development Handbook/Policy Design Training Succession Planning
Comp & Benefits Performance Management
Pacific Cycle, Inc. - Madison, Wisconsin September 2006 – Present
Pacific Cycle is a $450M consumer goods company, home to outdoor/recreational brands Schwinn, Mongoose, and KidTrax.
Human Resources Manager
April 2014 – Present
Reporting to the VP of HR, responsibility over four Pacific Cycle domestic locations (corporate
office, customer service, and distribution centers). Serving four direct reports and an employee
population of 350 (200 hourly, 100 salaried).
Current project – guiding HR team in compensation study to align Customer Service and
Warehouse positions to market rate.
May 2014 Developed and implemented new “summer hours” program to tie into company
vision of supporting “wellness and fun.” Worked with Customer Service and Warehouse
management to make program applicable within hourly staff parameters.
Responsible for departmental HR budget of $1.5M.
Human Resources Generalist
August 2010 – April 2014
Location employee relations representative, including resolving employee issues, internal
investigations, Performance Improvement Plan development, management coaching, and
conflict resolution.
In 2013, researched, developed and launched a revamped New Hire On-Boarding Program with
executive approval to align with new vision and mission.
Created “Community Connect” program (launched November 2012) which provides employees
with company-sponsored volunteer opportunities in the community throughout the year
including Habitat for Humanity, Bike build/donations, and Bike Safety Rodeos.
Lead Recruiter, on average placing twenty-five new hires within the organization annually in
the areas of Customer Service, Warehouse, IS/IT, Marketing, Sales, Product Development,
Supply Chain, Finance, and Management.
Temporary assignment in 2011 – spent two weeks every month at southern Illinois facility as
HR support while recruiting for site HR position.
Completed successful union contract negotiations in December 2011 for distribution center
bargaining unit. HR contact for grievances and arbitrations.
Developed and Implemented new performance management program in January 2010.
Tiffany Blanchet
***************@*****.***
Pacific Cycle, Inc. - Madison, Wisconsin continued
HR Benefits Specialist
May 2008 – August 2010
Benefits Administrator for 320 employees across four locations.
o Annual open enrollment planning, communication drafts, system inputs and audits.
o Prepared COBRA notifications for terminating employees and informed carriers of any
employee status or qualifying event changes.
o Administered FMLA paperwork and reviewed Worker’s Compensation claims.
Completed all tasks associated with new hires and terminating employees including
orientations, exit interviews, property collection, internal announcements, IT notification and
compliance paperwork. Processed bi-weekly changes through HRIS payroll system.
Administrator of corporate credit card program, expense report system, and employee
wellness program.
Responsible for weekly Payroll review and sign-off.
HR point-person for employee issues.
Executive Assistant to the President
July 2007-May 2008
Provided assistance to the President and Executive Staff through schedule maintenance,
meeting planning, travel arrangements and various other administrative duties. Served as on-
site liaison and point of contact for clients, consultants, and affiliate organizations. Facilitated
the compilation of due diligence requirements related to mergers/acquisitions. Reported to HR
Director, provided tactical help with HR projects as necessary such as annual performance
reviews, budgets, employee events and any other project requests.
Receptionist
September 2006-July 2007
Competitively sourced and replenished all office, janitorial and break room supplies. Managed
fleet of company vehicles, office petty cash, postal mail, interoffice packages, building services
vendor contracts and related invoices. Responsible for conference room upkeep and scheduling,
luncheon coordination and taxi arrangements. Managed building security during office hours,
acting as agency contact and internal administrator. Go-to person for anything and everything.
American Family Insurance - Madison, WI February 2006- September 2006
Claims Customer Service Representative
Answered incoming claim calls, accurately recorded collision details, instructed claimant on next
steps. Initial liaison between adjustor and claimant, made outbound calls to body shops and
adjustors. Responsible for claim document handling. Provided high level of care and problem
solving during times of duress for customer.
Early in my career I worked as a customer service representative in a credit card call center, a
pharmaceutical packing assistant, a food service worker and retail cashier.
Education: Upper Iowa University, Madison, WI – Bachelors of Business Administration
Graduating spring 2015
Earning a 3.66 GPA, enrolled full time
Member of Society for Human Resource Management (SHRM) since 2009
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