Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Timeline
Hobbies
Generic

Sabrina Brimhall

Summary

Encouraging servant leader with executive-level communication skills. Analytical problem-solver with talents for team building, leading and motivating. Excellent customer relations aptitude and relationship-building skills for loyalty. Proficient, independent decision-making skills and sound judgment for positive impact and company success. Dedicated to training, mentoring and team building for employee engagement and performance. Proven process improvement skills for enablement and change management.

Overview

27
27
years of professional experience

Work History

Multiple Roles

American Airlines
12.2014 - 06.2023
  • Quality Analyst, Contact Center Planning
  • Customer Relations and Central Baggage Resolution Office – Communications and Team Engagement Specialist
  • Customer Relations – Representative
  • Reservations – Customer Care Manager; Resolution Services Desk (RSD); International Sales; Training Instructor; Employee Engagement Committee; Diversity and Inclusion Committee; Emergency Response Team
  • Crafted daily newsletter and messaging for 600+ global team members from frontline to executive-level
  • Collaborated with Corp. Comm. to create approved response verbiage to public Customer Relations inquiries and complaints
  • Analyzed Voice of the Customer phone and email surveys, presented data and provided policy and training recommendations to improve customer satisfaction
  • Executive-level data analysis and reporting to determine cause, find solutions, and influence policies and procedures
  • Communicate and facilitate enforcement of company policies and procedures
  • Onboarded and trained management-level Communications Specialist, Customer Planning
  • Managed set-up and facilitation of Town Halls for 400+ team members
  • Conducted 2-hour monthly team business meetings as middle-management with frontline team members
  • Quality analytics, training and coaching support for global contact centers
  • Collaborate with all levels in multiple workgroups to align and achieve company goals
  • Sales and customer experience quality coaching and mentoring for team of 30 reservations agents, increasing team sales 210% YOY
  • Onboarded team leads and customer care managers for quality coaching
  • Facilitated co-brand partner relationships
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Office Manager/Editor/Communications/Web Developer

Sales Quality Research Group, Inc.
01.2009 - 10.2011
  • Executive-level data analysis and reporting of sales quality and regulatory compliance for corporate bank and investment company clients
  • Multi-tasked across multiple functions and roles to meet deadlines and organizational expectations
  • Implemented changes and integrated requested elements to streamline business operations
  • Increased productivity by updating manual office systems to software and web-based platforms
  • Planned website development, converting mockups into usable web presence with HTML and JavaScript
  • Provided front-end website development using Dreamweaver software
  • Crafted SEO strategy and intuitive interface for site to achieve prominent rankings across top browser platforms

Co-founder/Owner/Manager

Mountain States Foaming, LLC & Future Foam, LLC
05.1996 - 05.2008
  • Marketing, client relations, accounting, financial planning, HR
  • Founded and managed foam insulation business, growing revenue to $1.6M by end of second year with high-profile clientele
  • Generated revenues yearly and effectively capitalized on industry growth
  • Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues
  • Monitored market conditions to set accurate product pricing and take advantage of emerging trends
  • Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers

Education

Training - Leadership, Sales, Communications

Flagship University - American Airlines
Fort Worth

Studies - Leadership, Airline Operations

Rio Salado College
Tempe, AZ

Skills

  • Scored in top 5% of 11 million LinkedIn users on Excel skill assessment
  • Highly developed written and verbal communication skills
  • Advanced psychological understanding and social perceptivity of customers and team members
  • Exceptional ability to connect with and engage team members, especially in building trust and productive communication with frontline and senior leadership
  • Demonstrated ability to thrive under pressure, multi-task in a fast-paced atmosphere, seek and apply feedback, and meet tight and critical deadlines
  • Proven experience in collaborating with multiple departments on all levels, providing creative solutions to complex issues, making business decisions, and providing exceptional customer service
  • Results-driven with continuous improvement mindset and keen eye for detail
  • Strong team player, working independently or with a group
  • Brand Representation and Loyalty
  • Advanced Conflict Resolution Techniques
  • Quality Assurance Controls and Optimization
  • Training and Development
  • Performance Monitoring
  • Call Center Operations

Affiliations

  • Professional Women in Aviation EBRG
  • National Association of Professional Women

Timeline

Multiple Roles

American Airlines
12.2014 - 06.2023

Office Manager/Editor/Communications/Web Developer

Sales Quality Research Group, Inc.
01.2009 - 10.2011

Co-founder/Owner/Manager

Mountain States Foaming, LLC & Future Foam, LLC
05.1996 - 05.2008

Training - Leadership, Sales, Communications

Flagship University - American Airlines

Studies - Leadership, Airline Operations

Rio Salado College

Hobbies

  • Organizing
  • Creative Writing
  • Music Composition
  • Jewelry Design
  • Home Decorating
  • Backyard Farming & Organics

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Sabrina Brimhall