TIFFANY C. VICKERS

ad4g04@r.postjobfree.com 650-***-**** https://www.linkedin.com/in/tiffanyvickers/ Redwood City, CA (relocating to Roseville, CA) Customer Success & People Operations Professional: Excelling in Relationship Management & Operational Excellence I am actively seeking a dynamic and engaging professional opportunity where I can leverage my extensive 15 years of expertise in fostering and managing relationships across diverse areas, including talent acquisition, human resources and client success.

Key Skills and Accomplishments

Talent Acquisition: Executed full cycle recruiting strategies aligned with the company's candidate experience goals. Recruitment Efficiency: Trained and guided teams and hiring managers on TMS software, interview, hiring and onboarding processes. Human Resources: Served as HRBP and HRIS admin, and onboarding lead to ensure quality candidate and employee support. Team Management: Successfully launched, trained, coached and mentored 3 critical teams across 2 companies. Customer Experience Strategy: Established SOPs and work instructions to elevate customer service and satisfaction. Cross-functional Collaboration: Integrated data and feedback into process and continuous improvement initiatives. Community Engagement: Created and presented content at career fairs to promote company and attract talent. Professional Experience

JSA Global Remote (Consultant) 1/2024 – Present

CLIENT SUCCESS CONSULTANT

• Provide support to clients, guiding them to identify and leverage services that align with their specific career goals.

• Coordinating, scheduling, and running client meetings.

• Serve as panelist and moderator for career networking events. Inflammatix, Inc. Sunnyvale, CA – Hybrid 11/2021 – 12/2023 SENIOR MANAGER, PEOPLE OPERATIONS (11/2022 to 12/2023)

• Deliver efficiencies by serving as the HR Business Partner for nine managers and one Vice President, overseeing comprehensive departmental support, project planning, and strategic HR guidance.

• Trained employees in software navigation (performance reviews, TMS, etc.) and sharing best practices.

• Company administrator of HRIS and TMS systems, owning all data entry, maintenance, and reporting functions.

• Trained employees on hiring compliance and unconscious bias awareness.

• Understanding company OKRs and KPIs, creating and executing projects and goals that align with these targets.

• Chaired the Company Culture Committee and the Women’s Network, fostering an inclusive environment and driving engagement across the organization.

• Contribute as a core member of the Diversity, Equity, and Inclusion (DEI) Core Team and the Events Team, orchestrating initiatives that promote a diverse workplace and coordinating company-wide events. SENIOR RECRUITER, TALENT ACQUISITION PARTNER (11/2021 – 11/2022)

• Executed full cycle recruiting strategies, ensuring alignment with the growth, innovation, and customer experience goals.

• Collaborated with business development and legal teams on special projects, directly contributing to the company mission.

• Owned customer service, event planning, and vendor management functions. Visby Medical San Jose, CA – Hybrid 07/2020 – 10/2021 CUSTOMER EXPERIENCE TEAM MANAGER, ACCOUNT MANAGEMENT TEAM

• Established departmental Standard Operating Procedures (SOPs) and work instructions, focusing consistency and compliance.

• Developed and implemented a customer-centric strategy that fulfilled customer needs, ensuring satisfaction and loyalty.

• Successfully rolled out account management program, enhancing customer engagement and retention of VIP clientele.

• Conducted training sessions, strategizing using Salesforce.com (SFDC) to manage customer interactions and data.

• Facilitated cross-departmental collaborations to apply feedback into product development and operational processes.

• Led meetings with sales representatives, translating insights into actionable strategies for client success and sales growth. Exact Sciences Corp. (formerly Genomic Health Inc.) Redwood City, CA – Hybrid 09/2008 – 07/2020 RECRUITER II (07/2019 – 07/2020)

• Excelled in expediting the recruitment lifecycle, consistently achieving a time-to-fill rate of 30-40 days for commercial roles, optimizing the team's capabilities and service delivery.

• Cultivated enduring relationships with passive candidates, leading to a 50% engagement rate.

• Lead employer branding initiatives to attract highly qualified diverse talent.

• Created digital content for onsite college career fair; attended college career fairs as representative of company.

• Delivered in-depth training to Madison-based team members on the Oncotype DX product suite and recruiting best practices, enhancing product knowledge and recruitment efficiency. SENIOR CUSTOMER ACCOUNT MANAGER, ONCOLOGY (2017 – 2020)

• Pioneered the management of customer accounts, establishing and nurturing robust relationships with marketing and clinical teams, and contributed to creating marketing materials.

• Orchestrated comprehensive training programs for new hires, enhancing team expertise and performance.

• Developed sales and account management resources, playbooks, and slide decks to drive business growth and success.

• Achieved an 80% conversion rate for "reflex ordering” across managed accounts. Increased orders per account by 10-20%, significantly boosting revenue.

• Collaborated closely with the marketing team to enhance the quality of initiatives, launches, and business reviews.

• Produced and presented key account metrics to stakeholders including C-Level executives, physicians, and medical staff.

• Conducted site visits to top medical institutions, streamlining account workflows and implementing best practices. CUSTOMER ACCOUNT MANAGER, ONCOLOGY (2015– 2017)

• Co-created the new account manager role, setting the foundation for a scalable customer engagement strategy.

• Designed and delivered presentations to medical professionals and executive staff, reinforcing market presence.

• Drove customer retention and engagement initiatives, delivering revenue growth and durable customer relationships.

• Addressed and resolved customer issues, working in sync with internal teams to deliver an exceptional customer experience.

• Played a critical role in maintaining order volumes and business continuity during transitional periods. CUSTOMER RELATIONS SPECIALIST/SALES SUPPORT (2013– 2015)

• Expertly handled customer inquiries, providing detailed information on clinical validation, specimen requirements, and test results, enhancing customer satisfaction and support to the sales team.

• Earned the Customer Service MVP award in 2015 for exceptional performance and dedication to customer satisfaction. Earlier Careers:

Genomic Health: Sample Accessioning Technician Team Lead, Sample Accessioning Technician, Customer Support Rep (2008-2013) AA Medical Billing: Chiropractic Clinic Offer Manager (2007) Everest College: Admissions Advisor (2006)

Education & Certifications

Associate of Arts Degree: Fashion Design Fashion Institute of Design & Merchandising, San Francisco 2003-2006 Kinesiology CSU Northridge 2001-2002

Technical Skills

Salesforce.com Microsoft CRM Microsoft Office 365 Suite: Outlook, Word, Excel, PowerPoint, Visio Google Suite: Docs, Sheets, Drive, Calendar Canva Slack LinkedIn Recruiter NetSuite Power BI social media ChatGPT Dropbox Adobe Acrobat BambooHR Lattice OKTA ServiceNow Greenhouse iCIMS Avature Gem Entelo Skype ETQ Reliance STARLims Tableau Zendesk Zenefits Zoom

Core Competencies

Human Resources Compliance Data Entry Data Analysis Systems Administrator Client Relationship Management Customer Service Excellence Employee Support Change Management Data-Driven Decision Making Process Improvement Project Management Skills SaaS Product Knowledge Stakeholder Communication Team Leadership and Development Technical Support Coordination Compliance Continuous Improvement

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