Ryan Hooker Email & Phone Number

Project Management Lead for the creation of Prudential's Onboarding Concierge. Led a team of 25 SMEs, business leads, and workplace service partners in the creation of a consultative, high-touch, engaged, and tailored new hire experience for a pilot group of 50 new hires across 15 business groups and 12 Prudential locations. Researched industry standards and leveraged internal feedback from focus groups to coordinate and streamline onboarding efforts for all critical processes to ensure Day 1 readiness for our new hires.o Provided a personalized experience that established a connectedness with the new hire; ensuring ultra-clarity during each phase of onboarding as they transition to Prudential. The pilot addressed main transactional pain-points of the process (key appointment coordination, logistical considerations, onboarding plans & single point of contact); resulting in a reduction of processing efforts by 66%, from an average of 3 days to 1 day. Through centralization, as a central point of contact, trouble-shooting and contingency plans were implemented seamlessly to continue to meet new hire expectations. Evaluated the unemployment claim management process with vendor (Equifax) & implemented an unemployment claims management platform, Case Builder, to track claim history and easily communicate with Equifax; minimizing bottlenecks, tax implications, and penalties, so that we can remain in compliance with state and federal regulations. Efforts positively impacted Prudential's unemployment compensation tax charges contributing towards the $1M in savings in Prudential’s unemployment claim tax charges in 2017. Partner with leaders, employees, and HR Business Partners alike, providing consultative support regarding employee life-cycle inquiries, policies, and standard operating procedures, to effectively diagnosing situations, and provide tailored remedies that align with business strategy.

Responsible for the strategy, design, and performance of the Pru-Easy Call Center (via vendor, Alight) and support channels utilized by Prudential employees, managers and HR Professionals. Governed and tracked trends & deliverables associated with call center performance through a weekly quality plan review of key performance indicators, monthly performance review of service levels, and call calibration sessions to continue to identify and review processes that drive dissatisfaction and effort for customers.Established ongoing routines to ensure content for knowledge management tools and training was accurate, current, consumable, and supports a focus on providing a high-quality customer experience. Focused on the customer experience by consistently providing accurate and holistic counseling to Customer Service Representatives.

Background AdjudicationManaged hire related risk by performing review of all internal and external candidate employment related verifications; such as criminal, employment, education, and credit verifications; as well as ensuring regulations and guidelines are being adhered to throughout the entire background verification processManaged day-to-day relationships with a third-party vendor (First Advantage) as well as internal partners from Global Security and the Prehire Review Unit to ensure compliance related alignment.Assured SLAs are met through facilitating weekly meetings as well as quarterly business reviews.Partnered with Employment Law during contract negotiations with our background check vendor to provide insight regarding day-to-day operations and adjudication. Proposed and implemented new adjudication guidelines geared to strengthen controls and enhance client experience, while improving background verification turnaround time.Indirectly managed a team of 6 Coordinators to ensure compliance and consistency

Partnered with managers to identify and implement process enhancements within Background verification and related systems.Lead Project Coordinator in acquisition and implementation of new Talent Acquisition System (TAS) Taleo. Team lead for Recruiting Coordinators; initiating and conducting monthly coordinator meetings proving direction for a team of 10 individuals