Diana Morales

Talent Acquisition Specialist

Integrity Facility Solutions

Jun 2025 - Current (11 months)

Responsible for supporting with full cycle recruitment processes at Integrity Facility Solutions, with a focus on identifying engaging, and securing high-quality candidates for roles across the organization.Plays a key role in supporting company growth by aligning hiring strategies with operational needs and ensuring a seamless candidate experience throughout the process.In addition to recruiting responsibilities, contributes significantly to the company's employer branding and digital presence, including the development of the company's LinkedIn page and social media content.Key Contributions:Manages full-cycle recruitment including job postings, sourcing, pre-screening, scheduling, and candidate coordinationDevelops job descriptions and i

Project Specialist & Recruiter

Alia Services

May 2022 - Jun 2025 (3 years 2 months)

Served as the primary point of contact for representatives across the project lifecycle.Guided outcomes for all projects.Identify areas of opportunity for existing clients in helping them become more efficient with the products and services, including revenue generation opportunities (upsells and renewals).Onboarded representatives seamlessly with a high degree of personal touch.Responded quickly and professionally to feedback.Worked with our Projects Team to identify and match service partners with clients.Gathered feedback from our clients on ways to improve our product and service; work cross-functionally to prioritize improvements.Interviewed prospective full time, part-time, and contract merchandisers.Explained Trax Retail's unique opp

Customer Protection Team Manager

Remitly

Jun 2021 - Apr 2022 (11 months)

Supported with the achievement of service promises as individuals and as a team.Managed the team's activities and the achievement of established service promises at both the individual and the team level by building connection and trust within the team.Leaded the team's performance management, career development, learning and engagement.Communicated with relevant partners from leadership from different departments, HR and program management.Usage of problem solving, critical thinking, decision making, leadership, and emotional intelligence skills among with others.Ensured a customer focused environment anticipating our customer's needs by assuring that services provided were beyond customers expectations.Communicated in one-on-one meetings,

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Customer Protection Associate

Jul 2020 - Jun 2021 (1 year)

Earned customer's loyalty by providing service that is personalized and secure, ensured high quality customer service experience by having a customer centric mindset and usage of critical thinking and decision making skills in addition to many others.Making investigations (fraud/compliance) in accounts analyzing their behaviours to detect if our user agreement and security standards were met in order for transactions to be approved.Usage of OFAC and all sanctions lists, making sure to not allow transaction to go through if there was any match with these lists depending on the case.Usage of Risk Investigation tools.

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Customer Service Representative

May 2020 - Jul 2020 (3 months)

Professionally handled incoming calls regarding customers' inquiries.Thoroughly and efficiently gathered required customer information to support them with money transfers.Worked on back office queues to support transactions to go through efficiently.Worked contacting banking partners.Usage of all sanctions lists and PEP lists.Escalated each case to its correspondent department whenever it was needed and provided proper follow up to customers.

IT Recruiter

BairesDev

Aug 2019 - Apr 2020 (9 months)

Worked in massive recruitment environmentProvided full cycle recruiting including sourcing, technical exams, presentation and closing of candidates.Understand the requirements of each client and each vacancy to carry out the recruitment process according to their needs.Managed remote desktop, Jira by Atlassian and ERP software.

Consecutive Interpreter

Landterra

Nov 2018 - Aug 2019 (10 months)

Handled many types of different calls, including but not limited to: 911 emergencies, accident reports, insurance claims and government program interviews.Converting data from the source language into the desired target language, carefully modifying material to account for the original tone and context of translated data, and communicating spoken messages with efficiency and clarity.

Technical Support Representative

Concentrix

Feb 2018 - Oct 2018 (9 months)

Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products.Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as neededSolve problems that are generally unstructured and require extensive use of conceptual thinking skillsEnsure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

Customer Service Representative

Sitel

Oct 2016 - Dec 2017 (1 year 3 months)

Provided an exceptional customer shopping experience by ensuring the customer are always the #1 priority.Provided service to customers in a helpful and friendly manner including transactions, credit and Loyalty program enrollment, and helping them to find what they are looking for.Provided outstanding customer service to external and internal customers on a consistent basis.Took control of and resolve customer issues utilizing active listening skills.Navigated multiple computer applications, using digital computer.Completed financial transactions accurately and proficiently.

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