Erin Tisland
Phoenix,AZ
Summary
Corporate executive with robust experience in driving business transformations and operational improvements. Known for delivering strategic initiatives that foster growth and enhance profitability. Exceptional at fostering collaborative environments and adapting to dynamic business needs.
Overview
19
19
years of professional experience
1
1
Certification
Work History
SVP, Credit Card Operations
Wells Fargo
03.2020 - Current
- Leads vertical operations for Small Business, High-Value, and Co-Brand credit card servicing
- Develops workforce to provide outstanding customer service in 24/7 operations center, resulting in improvements to JD Power and NPS results
- Span of control ranges from 2 locations 300 FTE to 7 locations 2800 FTE during tenure in this role
- Launched first credit card chat service channel resulting in CSAT >10% phone
- Delivered exceptional customer service by implementing best practices and fostering a culture of accountability within the organization.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Achieved top engagement scores among direct peers 88%
- Earned Lean Management Six Sigma Certificate 5/2022
Senior Director Client Services - HCM Services
ADP
12.2011 - 01.2020
- B2B SaaS Contact Center Operations leader supporting employer payroll, HR, and benefit administration thru cloud-based HCM technology in Global and Major markets
- Managed over $85M in assets developing and executing on a strategic vision and for the direct leadership of 4 contact centers within the mid-to-global market segments
- Drove employee launch and adoption of RPA and AI technologies resulting in 48% efficiency gain in client throughput of payroll processing
- Restructured Tier I and II Multi-Channel Support teams across multiple locations resulting in greater efficiency and improved internal and external satisfaction
- Consistently lead top performing contact centers and productivity resulting in improved NPS Score +45.3pts thru implementation of operations routines
- Overall Client Satisfaction (tNPS) 91.4%
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
Director Human Resource Outsourcing- Relationship Management
ADP
10.2015 - 02.2018
- Lead and directed top performing team of HRBP's managing over $43M in annual product and service revenue and 89% retention
- Championed innovation and change initiatives for HCM and suite of ADP services thru stretch opportunities to develop new product features, later driving associate adoption of new tools and technology
- Lead and inspired the organization in human resource management activities including maintenance of proper staffing levels, resource optimization, attainment of individual and team goals with overall alignment to performance management goals
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Responsible for P&L management and reporting team performance to division leaders
HRO Regional Lead HRBP
ADP
12.2011 - 02.2018
- Managed portfolio of 43 clients in varying size and complexity while mentoring other associates and participating in various stretch assignments
- Led and participated in various projects and initiatives across the line of business.
- Coordinated with internal departments such as finance, human resources, IT support services to ensure smooth operations across the region''s client base.
- Collaborated with cross-functional teams to develop innovative product offerings that met market demands.
- Cultivated strong relationships with key clients, leading to long-term partnerships and repeat business.
- Held one of the nation's highest NPS scores (100)
- Client retention ranged 91-100%
- Nominated and completed Emerging Leader Program
Corporate HR Leader
Tower Bank & Trust Company
01.2006 - 12.2011
- Held various roles across HR disciplines in corporate HR structure within publicly held organization
- Developed and delivered key HR metrics and performance to C-Suite and Board of Directors monthly
- Responsible for annual public Securities and Exchange Commission filings including: 10k, Proxy, and CD&A
- Streamlined company-wide access to essential personnel information by designing employee self-service portal within HRIS, which led to increased user satisfaction rates.
- Developed organizations compensation and benefit structures resulting in reduced annual audit expense by $20K and benefits costs by 15% without diminishing value to employees
- Designed and delivered leadership development programs, recruiting, new hire on-boarding and retail training functions in addition to ownership of payroll and generalist functions
- Achieved PHR certification 1/2010
Education
Master of Science - Organizational Leadership, Human Resources
Purdue University
IndianaBachelor of Science - Business, Finance
Indiana University
IndianaSkills
- Strategic leadership
- Ability to manage projects and people
- Operational excellence
- Organizational prowess
- Change champion
- Strong communication skills
- Decisive and collaborate leader
- Process optimization
- Embraces feedback and candor
Websites
Certification
- PHR
- SHRM-CP
- Lean Management Six Sigma
Timeline
SVP, Credit Card Operations
Wells Fargo
03.2020 - Current
Director Human Resource Outsourcing- Relationship Management
ADP
10.2015 - 02.2018
Senior Director Client Services - HCM Services
ADP
12.2011 - 01.2020
HRO Regional Lead HRBP
ADP
12.2011 - 02.2018
Corporate HR Leader
Tower Bank & Trust Company
01.2006 - 12.2011
Master of Science - Organizational Leadership, Human Resources
Purdue University
Bachelor of Science - Business, Finance
Indiana University
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