Open to opportunities

diana fernando

@dianafernando

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Experienced HR professional with a decade in recruitment and operations.

India

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What I'm looking for

I am looking for a role that fosters growth, values collaboration, and emphasizes employee development.

I am a highly resourceful and innovative HR professional with over 10 years of experience in BPO operations support, technical support, and customer relations. My journey has equipped me with a strong proficiency in full-cycle recruitment, HR processes, and customer service. I thrive on building strong relationships with candidates, managers, and business units, ensuring a seamless hiring experience.

In my recent role as an HR Senior Advisor at ICON plc, I delivered HR services and support while responding to queries and providing guidance throughout the employee lifecycle. My previous experience at JPMorgan Chase & Co. allowed me to manage full-cycle organizational recruitment processes, where I built relationships with candidates and hiring managers, supported workforce planning strategies, and utilized data analytics to attract top talent. I am passionate about continual service improvement and training team members to enhance overall performance.

Experience

Work history, roles, and key accomplishments

HR Senior Advisor

ICON plc

Dec 2022 - Apr 2023 (4 months)

Delivered HR services and support within agreed service levels, responding to HR queries and providing guidance on HR processes throughout the employee lifecycle. Trained and coached team members for continual service improvement.

HR Processes Employee Lifecycle HR Policies Communication Training Customer Service

HR Senior Specialist

JPMorgan Chase & Co.

Dec 2021 - Nov 2022 (11 months)

Managed full-cycle organizational recruitment processes, built relationships with candidates and hiring managers, and supported workforce planning strategies.

Recruitment Workforce Planning Talent Acquisition Communication

HR Specialist (JEP- Recruiting)

JPMorgan Chase & Co.

May 2020 - Jan 2022 (1 year 8 months)

Responsible for end-to-end recruiting experience strategy and execution, partnering with the business to maintain relationships as trusted advisors.

Recruitment Strategy Relationship Management Data Analytics Market Intelligence Talent Acquisition Communication HR Processes

SME | Lending Phones

JPMorgan Chase & Co.

Jan 2020 - May 2020 (4 months)

Managed new hires to get adept with operations and supported team managers with process expertise and ADHOC projects.

Training Process Management Operations Management Communication Project Management

Preferred Card/Lending Phones Specialist

JPMorgan Chase & Co.

Oct 2015 - May 2020 (4 years 7 months)

Provided customer service and support for Chase Card Members, preventing fraud loss and engaging in cross-sales and marketing.

Customer Service Fraud Prevention Cross Selling Marketing Communication Relationship Management

Redemption/Eviction Coordinator

Altisource

Jul 2014 - Oct 2015 (1 year 3 months)

Managed property lockouts, coordinated with attorneys and real estate agents, and prepared reports and invoices for attorney firms.

Property Management Coordination Reporting Communication Invoice Management

Business Analyst

Tata Consultancy Services

Sep 2011 - May 2014 (2 years 8 months)

Liaised with stakeholders, created and managed user IDs, and prepared productivity reports for the team.

Stakeholder Management Reporting Data Analysis Communication Productivity

Education

Degrees, certifications, and relevant coursework

Sikkim Manipal University

Master of Business Administration, Operations Management

2011 - 2013

Pursued an MBA in Operations Management, focusing on the principles of managing operations in various business environments, enhancing efficiency and productivity.

St. Xavier's College

Bachelor's Degree, Sociology

2008 - 2011

Completed a Bachelor's Degree in Sociology, studying social behavior, institutions, and the development of societies, which provided a strong foundation for understanding human interactions.