Diana Plummer-Masen

• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
• Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.

Talent Acquisition Coordinator

Provided superior support to 4 corporate recruiters and HR business partners daily in candidate management. Highly experienced in scheduling high volume onsite and offsite interviews (up to 100 per week), domestic and international and across various time zones. Communicated with candidates and other stakeholders to schedule and confirm interviews, locations. Utilize creative techniques to build complex interview schedules for onsite or virtual formats.

Interview Scheduling/Candidate Care: Provide Exemplary white glove service to candidates. Scheduled high volume interviews (On-site, Phone, virtual via Microsoft Teams or Skype, debrief meetings). Escorted candidates during on site interviews days. Monitored candidates during onsite and offsite interviews days.

• Travel Arrangements: Organized High Volume candidate travel arrangements. Booked flights, reserve ground transportation and lodging for candidates. Ensure that candidates receive their travel itinerary prior to onsite interviews. Executed candidate expense reimbursement; Email/Phone correspondence with candidates; Provided concierge service as necessary (breakfast, lunch, etc.)

• Offer Letter Packages: Drafted detailed high volume offers letter packages and email to the new hires.

• Background Checks: Initiated & monitored high volume Drug Screen & Background Checks; Cleared candidates background check for hire. Created New Hire folders for OFCCP compliance. Submitted all required new hire documentation to the Human Resources Dept.

• Workday: Routed candidates through various business processes from interview scheduling, offered letter process for metrics, performed background check and on boarding and closing of requisitions in Workday ATS platform.

• Onboarding: Collect documentation for New Hire I-9 employment eligibility verifications. Maintain New Hire Orientation Agenda. Assigning IT assets (workstation, email access, etc.) Obtain necessary office supplies for new hires (furniture, keys, access cards, etc.) Schedule new hire training sessions. Connect with hiring managers to assign a mentor to help new employees get acclimated to their new surroundings. Perform data analysis to identify key themes and make recommendations to optimize the global onboarding processes and the new talent experience.

• University Recruitment: Supported all aspects of campus recruiting at the undergraduate and graduate level, in addition to Internship and Full-Time programs. Partner with Recruiters and Hiring Managers in each business unit to determine strategic hiring plan for campus classes and review job descriptions. Schedule interviews, manage super days, collect interviewer feedback, and schedule candidate debrief sessions. Manage applicant tracking system for multiple processes across all businesses. Participate in campus job fairs, open houses.

• Job Jacket Maintenance: Created and maintained job jackets for all requisitions. Labeled and maintained candidate folders.

• Audits: Perform audits each quarter to ensure hiring trends are following OFCCP.

• Candidate Expense Processing: Ran report and processed candidate travel expenses for reimbursement in a timely fashion.

• Developed, implemented, and executed national sourcing strategies for high-volume hiring of administrators and teachers for new centers nationwide
• Conducted market research analysis regarding local pay rates, education & work requirements, diversity/equity/inclusion, hiring trends, and competitors to decide which sourcing methods will be most effective
• Created requisitions, wrote job ads, and post ads on a multitude of employment platforms
• Resume evaluation, conduct screenings, facilitate preliminary interviewing, and provide recommendations to recruiters based on candidate’s qualifications
• Reported metrics based on sourcing, hires from sourcing, and time to fill

• Lead the full cycle, high-volume recruitment process for positions within a major pharmaceutical organization
• This includes positions in life science, Pharmacist roles, manufacturing, Utilization Management, Clinical Managers, Sales Representatives, and other support roles
• Managed a project in which I sourced for Aesthetic, Sales, R&D, and Rx positions
• Collaborated with hiring managers to facilitate the job posting, create/execute sourcing, and implement recruiting strategies for up to 60 openings at a time
• Resume evaluation, conduct screenings, schedule interviews, coach and provide guidance on offers by leveraging guidance from the compensation team, and extend offers to candidates
• Also, monitored background checks & communicated with candidates until they were on-boarded
• Utilized Workday to report metrics on openings, candidates, and time to fill