Tiffany Vickers

Experience

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  Genomic Health

  Sept 2008 - Dec 2019

  I took the initiative in reshaping how we managed customer accounts. I built and maintained strong relationships with both marketing and clinical teams, which also involved collaborating on creating impactful marketing materials for breast cancer, colon cancer, and prostate cancer diagnostic tests. My dedication to staff development led me to orchestrate comprehensive training programs, significantly enhancing our team's expertise and performance.☑ Led the innovative management and nurturing of customer accounts in collaboration with marketing and clinical teams.☑ Orchestrated comprehensive training for new hires, bolstering team expertise and performance.☑ Created resources, playbooks, and slide decks to steer business growth and account management success.☑ Spealized an 80% conversion rate for reflex ordering, increasing orders per account by 10-20% and boosting revenue.☑ Partnered with the marketing team to refine the quality of initiatives, product launches, and business reviews.☑ Tailored and delivered presentations to medical and executive professionals, solidifying our market presence and optimizing account workflows through strategic site visits. Show less As a Customer Account Manager in Oncology, I was at the forefront of driving customer retention and engagement. My focus was on nurturing long-lasting customer relationships that directly contributed to revenue growth. By presenting crucial account metrics and performance indicators, I ensured transparency and alignment with stakeholders at every organizational level.☑ Spearheaded customer retention and engagement initiatives to spur revenue growth and build lasting relationships.☑ Developed and shared key performance metrics with stakeholders, ensuring informed decision-making.☑ Addressed and resolved complex customer issues by collaborating with internal teams for superior service delivery.☑ Played a pivotal role in sustaining order volumes and upholding business continuity during transition periods.☑ Innovated the customer account manager role, laying the groundwork for a robust and scalable engagement strategy. Show less I was the first point of contact for our sales team, physicians, and patients; delivering comprehensive information on clinical validation, specimen requirements, and test results. My commitment to customer service excellence was recognized when I was honored with the Customer Service MVP award in 2015.☑ Provided detailed customer service for clinical inquiries, raising customer satisfaction and sales team support.☑ Recognized with the Customer Service MVP award for outstanding performance and commitment to customer satisfaction in 2015. Show less

  • Senior Customer Account Manager - Oncology

    Aug 2017 - Dec 2019

  • Customer Account Manager - Oncology

    Jun 2015 - Aug 2017

  • Customer Relations Specialist/Sales Support

    Dec 2013 - Jun 2015

  • Sample Accession Technician Team Lead

    Apr 2012 - Dec 2013

  • Sample Accession Technician II

    Aug 2011 - Apr 2012

  • Sample Accession Technician I

    Aug 2009 - Aug 2011

  • Customer Service Support Representative

    Sept 2008 - Aug 2009
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  Exact Sciences

  Sept 2008 - Jul 2020

  Recruiter II (Genomic Health was acquired by Exact Sciences)

  In November of 2019, Genomic Health was acquired by Exact Sciences; they have come together, taking earlier cancer detection, treatment insights, and monitoring to the next level. ☑ Accelerated the recruitment lifecycle, achieving a time-to-fill rate of 30-40 days.☑ Excelled in talent acquisition for Customer Success roles, with a 35-day average hiring cycle.☑ Fostered a 50% engagement rate with high-caliber passive candidates through strategic outreach.☑ Enhanced Madison-based team members' product knowledge and recruiting efficacy with targeted training. Show less

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  Visby Medical

  Jul 2020 - Oct 2021

  Customer Experience Team Manager

  I was responsible for building out a world-class customer service team. I achieved this by establishing robust Standard Operating Procedures and work instructions tailored to customer inquiries and case management, in an FDA-regulated environment for CE-IVD products for use in CLIA moderate settings. My approach was always customer-centric, ensuring our strategies met customer needs and fostered loyalty while meeting company goals.☑ Pioneered departmental SOPs to streamline customer inquiry handling and case management.☑ Crafted and executed a customer-centric strategy that boosted satisfaction and loyalty.☑ Championed the launch of an account management program, strengthening engagement with our VIP customers.☑ Delivered comprehensive training on leveraging Salesforce.com for optimal customer interaction and data management.☑ Enabled product and process improvements by integrating customer feedback through cross-departmental collaboration.☑ Kick-started feedback initiatives with sales teams, converting insights into effective customer success strategies. Show less

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  Inflammatix, Inc.

  Nov 2021 - Dec 2023

  I help with streamlining operations and providing support for nine managers and a Vice President, ensuring our team delivered top-notch departmental support. My focus is on optimizing our people operations functions, which have improved organizational efficiency and heightened employee satisfaction.☑ Played a pivotal role in driving company culture and engagement as the Chair of the Company Culture Committee and the Women’s Network.☑ Actively contributed to the Diversity, Equity, and Inclusion Core Team, implementing initiatives for a more diverse workplace.☑ Orchestrated company-wide events as a vital member of the Events Team, promoting staff engagement and cohesion. Show less Full-cycle recruiting focused on enhancing our customer experience. My role extended beyond recruitment; I collaborated closely with business development and clinical teams on key projects, making substantial contributions to our mission and the journey toward commercialization. My efforts were instrumental in aligning our objectives with exemplary customer service, meticulous event planning, and effective vendor management.☑ Led full-cycle recruitment initiatives, matching talent acquisition with corporate objectives for innovation and customer experience.☑Fostered collaborative efforts with business and clinical teams to advance mission-critical projects. Show less

  • Senior Manager, People Operations

    Nov 2022 - Dec 2023

  • Senior Recruiter & People Operations Partner

    Nov 2021 - Nov 2022
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  JSA Global Recruiting | Get Hired Now!™ Career Network

  Jan 2024 - now

  Director of Client Success (Consultant)

  In my role as a consultant with JSA Global Recruiting | Get Hired Now!™ Career Network, I provide dedicated support to clients, guiding them to identify and leverage services that align with their specific career goals, regardless of which phase they are in within their professional life.