Hi, I’m
Tiffini Holland
Springfield,TN
Summary
Experienced professional, motivational leader, and organizational problem-solver with advanced management, team building, and customer service skills. Experienced in fast-paced environments, adaptable, and drives change for company success. Focused on using training, monitoring, and morale-building techniques to maximize employee engagement and performance. Results oriented with a passion for continuous learning and innovation.
Overview
12
years of professional experience
Work History
PaychexProject Team
Client Service Manager
11.2023 - 06.2024
Job overview
- Conducted regular performance reviews with team members to ensure quality standards were met.
- Facilitated communication between stakeholders at all levels of the organization.
- Established effective working relationships with internal teams, vendors, clients and other relevant parties.
- Created and maintained detailed documentation of all project activities.
- Managed daily operations of the project team, including scheduling meetings, assigning tasks and monitoring progress.
- Provided technical expertise in resolving issues related to various aspects of the project lifecycle.
- Drafted reports on projects for senior management review.
- Assisted in the development of client service strategies, policies, and procedures.
- Identified areas for improvement and implemented process changes as needed.
- Analyzed data from previous projects to identify potential risks or opportunities.
PaychexDedicated Service Center
Client Service Manager
12.2022 - 11.2023
Job overview
- Analyzed customer feedback to identify trends, opportunities, and areas of improvement.
- Established effective communication channels between clients and other departments within the organization.
- Coordinated with internal teams to develop strategies for addressing customer needs in a timely manner.
- Collaborated with cross-functional teams on projects related to client service initiatives.
- Prepared documentation, reports, and logs to identify and manage metrics and support process-driven activities.
- Established positive rapport with customers, managers, and customer service team members to maintain positive and successful work environment.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Delegated work to staff, setting priorities and goals.
- Monitored team performance metrics against established goals for customer service delivery.
PaychexProject & Product Integrity Time & Attendance; HR
Online Services Supervisor
09.2019 - 12.2022
Job overview
- Coordinates participation in projects to add or enhance support based on trends or requests generated by our internal partners
- Supervises the escalation channel for second level support regarding Time and Attendance and HR Online
- Oversees the testing and implementation of project and BAU change efforts to maximize the benefits of releases
- Creates processes and efficiency procedures to positively impact workflow
- Establishes partnerships with leaders, developers, product managers, IT, analysts, and Enterprise Support to ensure operational goals are met with product functionality and support
- Monitors productivity levels to ensure adherence to organization needs
- Communicates initiatives and expectations regarding performance goals, business strategies, and improvement efforts.
PaychexTime & Attendance; HR Implementation
Online Services Supervisor
02.2017 - 09.2019
Job overview
- Supervises and directs employees to maintain productivity and ensure department goals are achieved
- Reviews escalated issues and client concerns to guarantee proper resolution
- Assists in the establishment of policies and procedures relating to workflow to ensure timely and accurate service
- Counsels and develops staff for advancement through career development, training programs, and other resources as required for professional advancement
- Communicates expectations to team members and reviews processes on an ongoing basis to ensure teams are meeting operational priorities
- Reviews areas of opportunity to establish processes and procedures to drive business forward to new initiatives, improvement objectives, and growth.
Paychex
Online Services Senior Implementation Coordinator
12.2015 - 02.2017
Job overview
- Responsible for implementing a time keeping environment customized to clients' needs
- Create an association across various payroll platforms to ensure effective payroll processing while using the time keeping product
- Establish partnerships with other appropriate Paychex organizations to create a successful implementation
- Offer training to clients to proactively guarantee they are set up for future success with their time keeping product
- Manage a calendar for client appointments to determine proper timeline for implementation based on the clients' business operations and availability
- Mentor to new and non-senior employees in the department
- Knowledge in technical troubleshooting and error exploration in various applications effecting the setup of Time and Attendance.
Paychex
Senior Client Services Representative
02.2014 - 12.2015
Job overview
- Provide both payroll and technical support for the Preview Payroll platform
- Knowledgeable with the integration of various products such as Human Resources Online, Time and Labor Online, and My Staffing Pro with the Preview platform
- Educated in Report Writer to create custom reports and assist clients
- Knowledgeable in General Ledger setup, maintenance, and exportation to third party software
- Expert in navigation of the Preview Payroll platform
- Able to relay technical information to clients in a comprehensible manner
- Mentor to new and non-senior employees.
Paychex
Senior Payroll Specialist
05.2012 - 02.2014
Job overview
- Analyzed clients' payroll structure for effective payroll processing and reporting
- Maintained a client list of 250
- Upheld quality survey scores
- Executed successful and accurate payrolls
- Offered technical support to online payroll clients
- Consultative approach to clients and their needs
- Retained client relationships to provide excellent service.
Education
University Overview
- University of Tennessee at Martin, Martin, TN (2003-2004, 2007)
- Gleason High School- Diploma, Gleason, TN
Skills
- Operational effectiveness in leadership and special assignments
- Full priority to Code of Ethics, Values, & Leadership Competencies
- Account Management
- Cross-Functional Teamwork
- Customer Relations
- Project Management
- Technical Support
- Tactful and diplomatic
- Management of remote employees
- Performance Evaluations
- Staff Management
- Team Building and Leadership
- Problem-Solving
- Cross-Functional Collaboration
- Training and coaching
- Skilled multi-tasker
- Client Relationship Building
References
References available upon request.
Certification
Forrester CX Certification - Innovating the Customer Experience
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Client Service Manager
Paychex
11.2023 - 06.2024
Client Service Manager
Paychex
12.2022 - 11.2023
Online Services Supervisor
Paychex
09.2019 - 12.2022
Online Services Supervisor
Paychex
02.2017 - 09.2019
Online Services Senior Implementation Coordinator
Paychex
12.2015 - 02.2017
Senior Client Services Representative
Paychex
02.2014 - 12.2015
Senior Payroll Specialist
Paychex
05.2012 - 02.2014