Employee Relations Manager

Tiffany Borders

Irving, TX, ***** 469-***-****

*******.*******@***.*** www.linkedin.com/in/tiffanyborders

Project Manager/Human Resources Professional

A solution-focused leader with extensive experience providing strategic direction for project coordination.

Detail-oriented, strategic thought leader with proven background overseeing complex projects with a Human Resource Management Certification. Skilled at developing and implementing processes and programs to drive company growth and efficiency. Excellent written and verbal communication skills. Proficient in fostering strategic relationships with stakeholders and key decision makers. Proven history of preparing successful teams to meet full potential and exceed expectations.

Areas of Expertise

Project Management

Team Building

Leadership

Human Resources

Training & Development

Process Improvement

Strategic Thinking

Policy implementation

Timeline & Budget Management

Employee Relations

Recruiting & Interviewing

Conflict Resolution

Executive Communications

Customer Service

Relationship Management

Professional Experience

American Heart Association, Dallas, TX, 2019 - Present

Project Coordinator: Collections

Collect on outstanding account balances on current clients. Liaise between ECC retail clients and AHA EEC to provide effective resolution of delinquent accounts. Analyze accounts and logs to determine the most effective solutions.

Slash delinquencies by effectively resolving billing issues.

Maintain positive client relations throughout collection efforts by identifying potential account problems to issue solutions to delinquency.

J.P. Morgan Chase, Irving, TX, 1999 - 2018

Senior Relationship Manager (2017 - 2018)

Led in a multifaceted role as internal escalation point of contact to resolve customer issues and conflict in a professional manner. Provided innovative solutions for a variety of diverse customer issues, and built long-term relationships with clients and customers. Reviewed contracts for compliance. Built positive, trusting customer relationships.

Boosted company revenue by capturing new accounts with a customer-focused approach.

Accomplished increased customer retention and successful contract negotiation by mitigating processing issues.

Exceeded company expectations on Know Your Customer (KYC) and customer service scores consistently.

Project Manager (2005 - 2017)

Managed multiple projects ensuring adherence to budgets, timelines, and goals. Supported new developments within Chase Commerce. Built and maintained strong partnerships with key decision-makers and stakeholders to communicate progress, goals, and expectations. Managed project update meetings, and post implementation reports.

Drove completion of 75+ projects with a $775M collective value delegating tasks, meeting timelines, and staying within the allotted budget.

Facilitated accuracy and efficiency with excellence in communication, relationship management, and organization.

Defined and achieved mutual set goals in a collaborative partnership with stakeholders.

Recognized project perils and initiated plans to mitigate risk

Senior Merchant Installation Representative (1999 - 2005)

Oversaw recruiting, interviewing, and hiring of multifunctional teams. Coordinated on-the-job and new hire training. Consulted with management providing support as Subject Matter Expert for hiring and training of new and existing employees.

Improved staff onboarding and training process by designing and implementing a new hire training guide.

Developed customized options within the company database to boost effectiveness.

Provided customize training for merchants to increase success.

Education

General Studies, Criminal Justice, and Business Management

El Centro & Cedar Valley Community College, Lancaster, TX

Credentials

Human Resource Management Certificate: University of Phoenix, 2019

Inducted into the National Society of Collegiate Scholars (NSCS) for performance excellence.

Training & Development

Courses in Human Resources Management, Employment Law, Compensation and Benefits, Labor Laws, Strategic Human Resources and Emerging Issues, and Human Resource Risk Management

Technical Proficiencies:

Microsoft Office Suite (Word, SharePoint, PowerPoint, Project), Salesforce, Net Revenue Tool, Customer Assist, GIC, FSD, TASQ, PNS, Net Connect, Resource Online, PeopleSoft, Orbital Configure UI, front- and back-end platforms, SharePoint, Workday, and Magento

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