Samantha Cornelelles
Summary
Bilingual and results-driven professional with extensive experience in employee relations, Guest service, and operations support. Proven leader with a track record of driving cross-functional initiatives, mentoring teams, and influencing positive organizational change. Adept at managing sensitive situations with empathy, maintaining compliance with policies, and providing coaching and strategic guidance to enhance employee experience. Skilled in conducting investigations, analyzing trends, and delivering actionable solutions aligned with business goals.
Overview
6
6
years of professional experience
Work History
Labor System Project Coordinator
Disney Central
09.2024 - Current
- Led the Early Release (ER) project, collaborating with Labor Systems and Operations teams to pilot and implement scheduling enhancements that supported Cast Member flexibility and business continuity.
- Partner with cross-functional teams to develop and refine training materials, ensuring the successful rollout of labor-related processes and tools.
- NICE IEX Project Team, collaborate with various teams to help inform training materials for the Labor Team, Agents, Coordinators, and Leaders working in Disney Central.
- Supported testing, communication, and implementation of new NICE IEX system features by collaborating with cross-functional teams and reviewing operational data across multiple levels of Disney Central, driving informed decisions and successful adoption of workforce enhancements.
- System Expertise: NICE IEX, Avaya CMS, SAP, Zendesk, Microsoft Office Suite, Smartsheets, Share point
Deployment Specialist
Disney Central
05.2023 - 09.2024
- Monitor operational needs and make data-driven decisions to ensure seamless workforce management within a 2,500+ Cast Member organization.
- Generate daily and weekly audits, delivering actionable insights to leadership and internal business partners.
- Provide consistent support for Cast Member scheduling support, maintaining compliance with company standards, and addressing operational priorities. Maintained high levels of organization and successfully met multiple competing deadlines to deliver optimal business outcomes.
Multi-Language Sales & Solutions Representative
Disney Central
04.2022 - 05.2023
- Delivered exceptional guest experiences by proactively resolving issues and identifying innovative solutions.
- Navigated multiple software applications to provide accurate and timely responses to Guest and Cast Member inquiries.
- Consistently met and exceeded departmental metrics, including efficiency and satisfaction goals.
- Established rapport with Guests and Cast Members across multiple lines of business to maintain a collaborative and inclusive environment.
Office Director
Mil Mujeres Legal Services
09.2019 - 03.2022
- Lead and manage the day-to-day operations of the office to ensure organizational efficiency and effectiveness.
- Support senior leadership with reporting, project coordination, and strategic initiatives.
- Supervise administrative staff, providing leadership, coaching, and performance evaluations.
- Provide information about immigration rights to victims of domestic violence in the USA, through public talks, presentations, coaching and meetings with representatives from different embassies.
- Handling confidential information, both verbal and written, with the different victims and clients of the organization, as well as executives.
Education
Bachelor - Clinical Psychology and Industry
Arturo Michelena University
Venezuela01.2014
Technician - Organizational Psychology and Recruitment
University of Carabobo
Venezuela01.2015
Skills
- Employee Relations & Conflict Resolution
- Process Mapping
- Coaching & Performance Management
- Change Management & Critical Thinking
- Data Analysis & Reporting
- Bilingual: Fluent in English and Spanish
Accomplishments
- Partnered with cross-functional teams to develop and deliver training materials for the successful rollout of the NICE IEX workforce management system, supporting 2,500+ Cast Members across Disney Central.
- Led testing, communication, and implementation efforts, ensuring smooth adoption of new labor-related processes and tools.
- Provided ongoing support and training for Leaders and Cast Members, enhancing scheduling accuracy and compliance with company standards.
- Monitored operational needs and analyzed metrics, generating daily and weekly audits to deliver actionable insights to leadership and drive data-informed decisions.
- Spearheaded the Early Release (ER) initiative within Disney Central, optimizing labor workflows and improving scheduling flexibility for Cast Members, resulting in increased operational efficiency and positive feedback from stakeholder.
Timeline
Labor System Project Coordinator
Disney Central
09.2024 - Current
Deployment Specialist
Disney Central
05.2023 - 09.2024
Multi-Language Sales & Solutions Representative
Disney Central
04.2022 - 05.2023
Office Director
Mil Mujeres Legal Services
09.2019 - 03.2022
Bachelor - Clinical Psychology and Industry
Arturo Michelena University
Technician - Organizational Psychology and Recruitment
University of Carabobo