LaTrisa Muldrow ONeal
Tucson,AZ
Summary
5+ years in Recruitment 10+ years of Supervisor experience. 20+ years of Customer Service experience. 7+ years in a call center environment. Excellent verbal and written communication skills. Strong leadership, coaching, and management skills. Exceptional problem solving, investigative, organizational, and analytical skills. Ability to multi-task and manage various projects with minimal supervision. Extensive knowledge and experience with the Federally Facilitated Marketplace and Medicare. Adept at managing the entire recruitment lifecycle, collaborating with hiring managers and implementing optimal hiring and branding strategies. Driven to devising and implementing successful recruiting strategies to build candidate pipelines and attract top talent. Adept at using traditional and online platforms to source candidates. Experienced with job fairs, recruiting events and college campus approaches.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
XPS Solutions
Dallas, TX
12.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Behavioral Health Technician
Affinity Behavioral Care
Goodyear, AZ
11.2023 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Monitored patient safety in all areas of the facility.
- Provided crisis intervention services to patients in need.
- Administered medications as prescribed by physician or psychiatrist.
- Collaborated with multi-disciplinary teams to develop comprehensive treatment plans for patients.
- Enforced rules and regulations pertaining to client and patient care while maintaining a safe environment.
- Organized daily activities such as arts and crafts, games, music therapy., that promote healthy coping skills.
- Planned and completed group projects, working smoothly with others.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Delivered products to customer locations on time.
- Assessed patient behavior, reactions and responses to treatment plans.
- Developed individualized therapeutic plans for patients based on their mental health needs.
- Facilitated group therapy sessions with multiple patients.
Behavioral Health Technician
Prosper/HOPE Arizona LLC
Avondale, AZ
08.2022 - Current
- Documented behavioral incidents to keep accurate records.
- Documented patient behavior, interventions completed and patient response to interventions.
- Established and maintained professional working relationships with clients, staff and public.
- Completed patient reports daily and submitted to management for evaluation.
- Educated clients on important life skills, housekeeping and food preparation.
- Completed daily client rounds and tracked client movements.
- Cultivated relationships with fellow staff members to enhance team collaboration.
- Performed searches of resident belongings prior to admissions and throughout stays.
- Maintained client and employee areas in good working order and with adequate supplies.
- Conducted searches of clients upon return to facility.
- Identified and addressed individual mental health challenges to support patients.
- Verified patient health history and contact information for chart accuracy.
- Interviewed new patients to complete admission forms and assess mental health status.
- Used thermometers or blood pressure gauges to take and record measures of patients' physical condition.
HR Recruiter Analyst II
State of Arizona/DEMA
Phoenix, AZ
11.2022 - 12.2023
- Sourced, qualified and conducted screening interviews with job candidates.
- Interviewed job applicants to obtain information on work history, education or job skills.
- Scheduled or conducted new employee orientations.
- Reviewed employment applications and job orders to match applicants with job requirements.
- Hired employees and processed hiring-related paperwork.
- Contacted job applicants to inform of application status.
- Selected qualified job applicants or referred to managers to make hiring recommendations.
- Prepared or maintained employment records using human resources management system software.
- Analyzed employment-related data and prepared reports.
- Interpreted and explained human resources policies, procedures or regulations.
- Administered employee benefit plans.
- Informed or trained management on interviewing, performance appraisals or documentation of performance issues.
- Maintained current knowledge of equal employment opportunity and affirmative action guidelines and laws.
- Maintained positive working relationship with fellow staff and management.
- Informed job applicants of duties and responsibilities, compensation and benefits.
Recruiter/Sourcing Analyst
State of Arizona/DES-DDD
Phoenix, AZ
08.2022 - 10.2022
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
- Created and maintained positive relationships with hiring managers and HR business partners.
- Provided hiring status updates to HR and managers for comprehensive oversight.
- Managed candidate activity within Applicant Tracking System (ATS).
- Contacted job applicants to inform of application status.
Recruiter/Talent
TKC Holdings
12.2021 - 06.2022
- Consults with hiring managers to activate post requisitions that accurately reflect the duties, responsibilities, education, training, certifications, experience and security classifications required for positions
- Interviews, screens and evaluates external and internal candidates for job openings to identify applicants who fully meet the position requirements of posted requisitions and refers them to hiring manager for consideration
- Acts as liaison with outside vendors and community-based organizations to assist in recruiting efforts
- Coordinates and participates in job fairs
- Contacted qualified individuals to request applications
- Communicated duties, compensation, benefits and working conditions to potential candidates, enabling solid understanding of job expectations.
Recruiter
Wayfair
09.2021 - 11.2021
- Wayfair | Remote
- Reviewed referral candidates and contacted qualified individuals to request applications
- Communicated duties, compensation, benefits and working conditions to potential candidates, enabling solid understanding of job expectations
- Brought in well-qualified, multifaced job candidates to fill open positions
- Created and maintained strong alliances with local colleges and trade schools to establish trusted relationship and continuous funnel of applicants
- Organized applicant drug tests and obtained results
- Strengthened operational efficiencies and traceability by developing organizational systems for maintaining confidential employee records and reports
- Managed and updated recruitment ATS and CMS software
- Contacted job applicants to inform of application status.
Lead Recruiter
Maximus Federal
Phoenix, AZ
07.2019 - 08.2021
- Responsible for full cycle recruiting for regular and, full-time positions
- Consults with hiring managers to activate post requisitions that accurately reflect the duties, responsibilities, education, training, certifications, experience and security classifications required for positions
- Interviews, screens and evaluates external and internal candidates for job openings to identify applicants who fully meet the position requirements of posted requisitions and refers them to hiring manager for consideration
- Makes employment recommendations based on information developed through prescreens, interviews, reference checks, applications, and resumes, ensuring the compensation offer is competitive, internally equitable, and affordable
- Coordinates and actively participates in the selection of the final candidates
- Completes or coordinates on-boarding processes
- Ensures all phases of the recruiting process are conducted in accordance with MAXIMUS and MAXIMUS Ethics, Legal and Human Resources policies
- Ensures that MAXIMUS' internal applicant tracking system is maintained and completed; applicants are dispositioned according to OFCCP guidelines; internal candidates are dispositioned and contacted appropriately; and, interview reports are completed accurately
- Creates and places employment ads in newspapers and websites, etc
- Runs queries of automated systems and provides information to management as requested
- Coordinates and participates in job fairs
- Maintains a high level of confidentiality in all tasks
- Maintains a cooperative relationship with departments throughout MAXIMUS and its clients to ensure that fair employment practices are followed
- Serves as an internal consultant regarding staffing needs and projections and advises on the best course of action to fill open positions
- Conducts regular follow-up with MAXIMUS and clients' personnel to determine the effectiveness of recruiting plans and implementation
- Participates in special projects as required
- Develop knowledge of the marketplace to ensure competitiveness in hiring
- Acts as liaison with outside vendors and community-based organizations to assist in recruiting efforts
- Administer and coordinate employment offers and background checks
- Manage recruiting activities, correspondence, and data analysis through an applicant tracking system
- Administer and analyze pre-employment assessments and references
- Manage employment offer process
- Manage the new hire setup process, including new hire paperwork
- Assists the Human Resources department on other assignments and/or special projects as requested
- Travel to company locations and client sites may be required
- Assists in the preparation and delivery of New Hire Orientations.
Call Center Supervisor AND Recruiter Ambassador
Maximus Federal
Phoenix, AZ
07.2016 - 07.2019
- Supervise, develop, and coach CSRs to assure quality, productivity, and attendance
- Utilizing company values, I continue to grow as a role model
- Enforce SOPs
- Take Marketplace Senior Supervisor Calls
- Track and record attendance utilizing the Attendance Tracking Tool
- Review and approve or reject timecards according to CCO Policy
- Successfully track training in myLMS and CCO Learning, ensuring that all training is completed in a timely manner to meet Service Level Agreements
- Successfully track adherence via RTA, ensuring that CSRs are following their schedule in WFO to meet Service Level Agreements
- Recruiting Ambassador for HR Recruiting department interviewing and hiring CSRs – assisted recruiters with various steps of the application process including check-in, typing tests, schedule selection, and ensuring candidates completed all necessary onboarding documents
- Build rapport with peers, subordinates, and management
- Adaptable and flexible to constant change
- Proven ability to multi-task and exceed expectations while maintaining a positive attitude
- Assume leadership responsibilities for department tasks and contact center activities
- Took calls and floor walks to support Contact Center Operations
- Maintained the Daily Training Report (DTR) and completed weekly status reports.
WebChat Technical Support/Costumer Service Specialist
General Dynamics Information Technology Inc
Phoenix, AZ
09.2014 - 07.2016
- Provided superior customer service and provided peace of mind
- TTY Communication
- Assisted beneficiaries with the enrollment process
- Resolved beneficiaries' issues
- Kept up with current training modules in CCO Learning, MyLMS, and HTKR
- Floor Walking to assist with helping other CSRs during calls
- Handled chats/calls for Marketplace Health Insurance.
Caregiver
OMINI INC. HOME HEALTHCARE
Tempe, AZ
08.2014 - 01.2016
- Med administration
- Meal Preparing
- Helping with Daily living skills
- House cleaning
- Daily charting and filing.
Data Entry Specialist
SW GENERAL AMBULANCE
Scottsdale, AZ
02.2004 - 08.2014
- Completed accurate and efficient data entry and database updates to support business operations.
- Identified, corrected and reported data entry errors.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Exceeded quality goals to support team productivity.
- Identified errors in data entry and related issues by mentioning to supervisors for resolution.
- Documented data entry completions in corresponding logbooks.
- Created reports and audited charts to maintain concise records.
Assistant Manager
JCPENNEY
Phoenix, AZ
09.1999 - 03.2001
- Supervising crew members
- Scheduling
- Cashier
- Gift wrapping
- Catalog ordering.
Education
Associates Degree - Sports Management, Health Management
University of Phoenix
03.2012
Skills
- Human resource management systems
- Candidate pipeline development
- Background checks
- Applicant sourcing
- Project recruiting
- ICIMS and Greenhouse Applicant Tracking software
- Compensation packages
- College recruiting
- Resume scanning
- Microsoft Office expertise
- Employment verification
- IT recruitment trends
- Employment listing management
- Candidate pre-screening
- State reporting procedures
- Employee Hiring
- Employee Relations
- New Hire Onboarding
- Decision Making
- Applicant Qualification
- Employment Data Tracking
- Employee Orientation
- In-Person and Telephone Interviewing
- Remote Conferencing and Communication
- Drug Testing
- Microsoft Office
Timeline
Customer Service Representative
XPS Solutions
12.2023 - Current
Behavioral Health Technician
Affinity Behavioral Care
11.2023 - Current
HR Recruiter Analyst II
State of Arizona/DEMA
11.2022 - 12.2023
Behavioral Health Technician
Prosper/HOPE Arizona LLC
08.2022 - Current
Recruiter/Sourcing Analyst
State of Arizona/DES-DDD
08.2022 - 10.2022
Recruiter/Talent
TKC Holdings
12.2021 - 06.2022
Recruiter
Wayfair
09.2021 - 11.2021
Lead Recruiter
Maximus Federal
07.2019 - 08.2021
Call Center Supervisor AND Recruiter Ambassador
Maximus Federal
07.2016 - 07.2019
WebChat Technical Support/Costumer Service Specialist
General Dynamics Information Technology Inc
09.2014 - 07.2016
Caregiver
OMINI INC. HOME HEALTHCARE
08.2014 - 01.2016
Data Entry Specialist
SW GENERAL AMBULANCE
02.2004 - 08.2014
Assistant Manager
JCPENNEY
09.1999 - 03.2001
Associates Degree - Sports Management, Health Management
University of Phoenix