Tiffany Pimpton
Employee Relations Human Resource Specialist
Waco,TX
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Employee Relations Human Resource Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
Employee and Labor Relations HR Specialist
U.S. Department Of Veterans Affairs
Remote - Waco, TX
01.2021 - Current
- Collaborating with HR team members on performance management, corrective action, and terminations.
- Maintaining a minimum case load of twenty-five (25) or more Action Request and Consults for written counseling's, disciplinary action, suspensions of 1-30 days, demotions as a result of performance issues, and terminations within a (ninety) 90 day turn around for Title 5 and Hybrid Title 38 employees and one-hundred and twenty (120) days for Title 38 employees.
- Facilitated prompt and impartial Requests for Information and Fact-Finding investigations into employee complaints, including allegations of harassment, discrimination, and other violations of company policy.
- Created and maintained accurate, detailed, and confidential Evidence Files of employee relations issues and investigations.
- Attends grievance hearings and resolutions and assisted with resolutions to Unfair Labor Practice.
- Ability to perform a wide variety of interrelated or nonstandard procedural assignment to resolve a wide range of problems.
- Consulting with Office of General Council for complex legal problems regarding terminations.
- Attends training programs to deepen professional skillset and assisted in training fellow HR specialist on existing and new training programs.
- Interprets clients' needs HR guidance and introduced services to fit specific requirements during consultations.
- Ensuring compliance with applicable HR, Federal, and Local laws, regulations, and procedures.
- Document and respond to customer requests and forwarded necessary information to superiors.
- Provides advice and counseling to employees regarding their rights, benefits, and obligations relating to leave, health and life insurance, retirement, and workers compensation.
- Knowledge of and ability to apply a wide range of HR concepts, principles, laws, regulations, and practices, to include OPM requirements, VHA-specific policy and labor organization agreements for Title 5, Hybrid Title 38 and full Title 38 positions regarding Work-life Balance/Employee benefits, to include group life insurance, health benefits, Thrift Savings Plan programs, Title VII, ADA, ADEA, FMLA, FLSA, and other federal and state labor and employment related laws.
- Communicating orally and in writing to provide factual Human Resources information.
- Collaborating with cross-functional teams to achieve project goals on time and within budget.
- Improving customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Program Analyst
U.S. Department of Veterans Affairs
Remote - Waco, TX
06.2019 - 01.2021
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity.
- Partnered with senior leadership to establish and develop corporate and Business Line policies and procedures.
- Identifies customer impacting issues and implementing solutions and process improvements to increase customer satisfaction. Participates in cross-functional process improvement initiatives.
- Liaised between management and employees to deliver conflict resolution, alleviate problems of performance issues.
- Fielded employee inquiries related to SOP, BP, and Job Aids.
- Leads and develops a team of 15-20 associates and Leads; responsible for the overall direction, performance management, coordination and evaluation of the team.
- Presents high quality data findings.
- Assists in developing and implementing training programs to improve the quality and productivity of the team
- Address and respond to sensitive situations.
- Experienced in MS Word, Excel, Access, Outlook and PowerPoint.
First Party Contact Rep
U.S. Department Of Veterans Affairs
Waco, TX
03.2016 - 06.2019
- Maintained a minimum of 260 calls handled in a quarterly period, with an average handle time of 3 minutes and 12 seconds.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Processed debit and credit card and electronic check payments.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion and access to services.
- Responded to customer calls and emails to answer questions about products and services.
- Attended telephone skills and program information training sessions to boost aptitude.
Help Desk Contract Rep
U.S. Department Of Veterans Affairs
Waco, TX
08.2016 - 03.2017
- Maintained a minimum of 190 calls handled in a quarterly period, with an average handle time of 6 minutes and 44 seconds.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Maintained and updated MyHealtheVet, Ebenefits, VA.gov, and AccessVA.gov customer service database.
- Patiently walked individuals through basic troubleshooting tasks.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
Health Benefits Contact Rep
U.S. Department Of Veterans Affairs
Waco, Texas
07.2015 - 08.2016
- Maintained a minimum of 230 calls handled in a quarterly period, with an average handle time of 5 minutes and 39 seconds.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted customers by answering questions and responding to inquiries of Veteran Heath Benefits.
- Approved and terminated veteran benefit requests.
- Educated veterans and third-party community service providers with information to access to services available.
- Compiled status and performance reports for team leaders to address growing trends in calls and address any grey areas in provided guidance.
- Used Microsoft Word and other software tools to create documents and other communications.
- Served as subject matter expert in answering questions from colleagues regarding veteran health benefits.
Human Resources Assistant
General Dynamics IT
Waco, Texas
10.2013 - 08.2015
- Administered compensation, benefits and performance management systems at direction of supervisor.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Filed paperwork, sorted and delivered mail and maintained office organization.
- Posted positions through approved recruitment channels.
- Assisted with on-boarding process of 1,000 plus new hires.
- Recruited and screened qualified potential employees.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Tracked various statistics and kept detailed records to support human resources department.
- Converted employee status from temporary to permanent.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Managed confidential employee records, safeguarding personal and professional information.
- Enhanced internal communication with development of monthly newsletter, highlighting team achievements and HR updates.
- Assisted with local community hiring events; ensuring a quota of qualified applicants were provided an Offer Letter of Employment.
Material Handler
AAFES Exchange
Waco, Texas
07.2012 - 10.2013
- Unloading a minimum of two (2) cargo trailers a day.
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
- Prevented load shifting or damage by using bracing and strapping techniques.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Listened closely during team meetings to gain complete understanding of duties required for each shift, completing priority tasks first.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered or distributed.
- Demonstrated and applied product knowledge of company SKUs.
- Operated equipment while observing standard safety procedures.
Education
Associate of Applied Science - General Studies
McLennan Community College
Waco, TX 08.2018 - 08.2019
BBA - Human Resources Management
Tarleton State University
Stephenville, TX 08.2020 - 12.2021
Master of Jurisprudence - Human Resource And Employment Law
Texas A&M University School of Law
Fort Worth, TX 01.2022 - Current
Skills
Training development
Analytical thinking
Quality assurance
Customer relations
Team collaboration
Organizational Behavior Resolution
Timeline
Master of Jurisprudence - Human Resource And Employment Law
Texas A&M University School of Law
01.2022 - Current
Employee and Labor Relations HR Specialist
U.S. Department Of Veterans Affairs
01.2021 - Current
BBA - Human Resources Management
Tarleton State University
08.2020 - 12.2021
Program Analyst
U.S. Department of Veterans Affairs
06.2019 - 01.2021
Associate of Applied Science - General Studies
McLennan Community College
08.2018 - 08.2019
Help Desk Contract Rep
U.S. Department Of Veterans Affairs
08.2016 - 03.2017
First Party Contact Rep
U.S. Department Of Veterans Affairs
03.2016 - 06.2019
Health Benefits Contact Rep
U.S. Department Of Veterans Affairs
07.2015 - 08.2016
Human Resources Assistant
General Dynamics IT
10.2013 - 08.2015
Material Handler
AAFES Exchange
07.2012 - 10.2013