Tiffany Gadson
Human Recource Manager
Fort Lauderdale,FL
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Goal-oriented Customer Service Manager with 20 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Talented Customer Service Manager bringing 20 years of call center work experience in inbound, outbound and blended environments. Maintains positive client relations and solves problems with excellent communication skills. Hardworking professional possesses knowledge of management methods and techniques. Conscientious and compassionate human resources professional with drive for helping employers recruit, develop and retain qualified candidates. Skilled at partnering with management teams to build employee-centric cultures promoting positive morale and optimizing productivity. Motivating and positive with excellent interpersonal, coaching and communication skills. Innovative Human Resources Executive demonstrates talent for turning around flagging operations and spearheading growth through proactive leadership. Experienced with HRIS and data-driven approaches to personnel management, benefits administration and organizational development. Record of success in improving recruitment and retention. Results-driven Human Resource Manager offering 18+ years in achieving positive human resources results for Department of Defense companies. Articulate negotiator skillful in supporting competitive company growth by sourcing top-quality applicants for critical roles. Organized planner with excellent team leadership and program management abilities. Enthusiastic Training Facilitator dedicated to helping employees become more productive and successful. Focused on maximizing quality and service standards with hands-on support. Looking to bring 18 years of experience to a challenging new role.
Overview
20
20
years of professional experience
Work History
Customer Service Manager
United States Air Force
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Created customer support strategy to increase customer retention.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Consistently managed 10-person staff, effectively resolving issues, which resulted in top ranking out of 6 teams.
- Built partnerships with diverse internal teams and transportation, medical, finance and foreign operations departments to streamline processes.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Increased regulatory compliance by accurately completing tasks and adhering to Department of Defense regulations.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collaborated with Department of Defense identity management, to improve customer service processes and system compliance base-wide.
- Created and reviewed systems to maintain accuracy while working with customers to answer questions and address payment, security, and assignment issues.
- Improved customer service initiatives by streamlining management processes.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Managed department call volume of 60 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Assisted organization with transitioning from paper records to Microsoft word documents which resulted in overall efficiency.
Human Resources Manager
United States Air Force
550 C Street West, Suite 19. , Texas
07.2002 - 06.2020
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
- Organized and led staff orientation programs and training to promote collaboration.
- Motivated employees through special events, incentive programs and constructive feedback.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Initiated and maintained workers compensation cases for tracking, reporting and legal mechanics.
- Monitored and handled employee claims involving performance-based incidents.
- Collaborated with senior management and performed benefits analysis, corrective action planning and big-picture data capturing.
- Coordinated with senior leadership and handled managerial needs by implementing fresh solutions into business strategies.
- Implemented performance review and motivational strategies to elevate HR team results.
- Evaluated training program success and presented strategic improvement recommendations to upper management.
- Led and strategically directed team of human resources professionals.
- Boosted customer satisfaction ratings by enabling staff to implement speedy resolutions for diverse issues through robust internal knowledgebase and industry-leading training.
- Conducted company-wide town hall meetings to convey updates.
- Leveraged cost-effective digital systems to manage payroll and benefit programs.
- Enhanced staff knowledge and awareness on drug abuse and prevention programs.
- Adhered to federal and DOD guidelines and managed payroll and benefits for over 40,000 employees.
- Instructed senior leaders on appropriate employee corrective steps.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
- Created and implemented forward-thinking initiatives to improve employee engagement.
- Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
- Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.
- Worked as effective team member while contributing to local base and Headquarter HR projects.
- Liaised between multiple branches to improve communications.
- Liaised between multiple organizations to improve communications.
- Created organizational filing systems for records, correspondence and staging.
- Accurately prepared and tracked data using Oracle Military Personnel Data System, Microsoft Office, and the Defense Pay System.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
Mortuary Affairs Specialist
United States Air Force
Sheppard AFB, Texas
09.2013 - 03.2017
- Assisted in preparation, preservation, and shipment of remains.
- Determined and recorded recovery locations on maps, overlays, and sketches.
- Evacuated any deceased soldiers' personal effects.
- Assisted in identification of soldiers killed in action using DNA analysis, fingerprints and dental records.
- Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
- Picked up deceased at private homes, hospitals and county morgues.
- Discussed pre-arranged funeral options and explained pricing to clients.
- Met with families of deceased to discuss funeral service requests, disposition of remains and pricing.
- Arranged funeral/memorial services for grieving families to meet budget and memorialized instructions.
- Arranged transportation between sites for remains, mourners, pallbearers and members of clergy.
- Monitored high-volume phone lines and displayed proper phone etiquette.
- Discussed nature of funeral service, disposition of remains and funeral costs with family members.
- Liaised between hospitals, physicians, county coroner, and members of Armed Services to coordinate final arrangements.
- Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers.
- Communicated with insurance companies to secure death benefits for payment of services.
Vehicle Control Officer
United States Air Force
Sheppard AFB, Texas
08.2014 - 12.2016
- Worked closely with personnel, customers and contractors to resolve problems.
- Motivated workers to exceptional performance through implementation of new strategies.
- Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
- Recommended measures to improve production methods, equipment performance and team operation and productivity.
- Managed labor assignments and equipment allocations and met transportation, operations and production goals.
- Reviewed orders, production schedules, blueprints and shipping or receiving notices and assigned work sequences and material shipping dates and destinations.
- Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance.
- Mastered enterprise resource planning and logistics and supply chain software and maximized material movement rate.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed plan to clear 5 year backlog and maintained courteous and effective working relationships with employees and base organizations.
District Training Manager
United States Air Force
Sheppard AFB , Texas
05.2015 - 02.2016
- Conducted orientation sessions and organized on-the-job training for new hires.
- Trained new hires to perform cross-training exercises with experienced workers.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for 10 new employees.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Trained staff during demonstrations, meetings, conferences and workshops.
- Managed new employee orientation training process for more than 5 employees each year.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Coordinated ongoing technical training and personal development classes for staff members.
- Implemented new learning strategies depending upon employees' skill levels.
- Assessed skill gaps for employees in 10 departments and developed training courses to meet identified needs.
- Developed departmental systems and procedures to better align workflow processes.
- Created in-depth training manual for all employees.
- Researched and obtained relevant course materials to achieve training objectives.
- Selected and assigned instructors to conduct specific training programs.
- Developed surveys to identify training needs based on projected production processes and changes.
Education
Associate of Applied Science - Human Resources Management
Community College of The Air Force
Montgomery, AL07.2020
Skills
- Time Management
- Administration and Reporting
- Scheduling and Coordinating
- Handling Escalations
- One Call Resolution
- Verbal and Written Communication
- Performance Tracking and Evaluations
- Workflow Management
- Employee Coaching and Motivation
- Leading Team Meetings
- Issue Resolution
- Policy Enforcement
- Managing Operations and Efficiency
- Technical Proficiency
- Positive and Constructive Feedback
- Work Prioritization
- Personnel Training and Development
- MS Office
- Special Assignments
- New Hire Training
- Creative Solutions
- Financial Transactions
- Contact Management Systems
- Job and Task Observation
- Employee Performance Reviews
- Correcting Discrepancies
- Administrative Duties
- Microsoft PowerPoint
- Negotiation and Conflict Resolution
- Customer Experience Management
- Monthly Inventory
- Leadership
- Business Analysis
- Strategic Networking
- Human Resource Management
Timeline
District Training Manager
United States Air Force
05.2015 - 02.2016
Vehicle Control Officer
United States Air Force
08.2014 - 12.2016
Mortuary Affairs Specialist
United States Air Force
09.2013 - 03.2017
Human Resources Manager
United States Air Force
07.2002 - 06.2020
Customer Service Manager
United States Air Force
Associate of Applied Science - Human Resources Management
Community College of The Air Force
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