Sandra Corral
Rio Rancho,NM
Summary
Accomplished Executive Assistant with Proven Expertise in Facilitation and Team Leadership. Highly skilled and versatile professional with extensive experience providing exceptional executive-level support while also serving as a respected facilitator and team leader. Adept at managing complex schedules, coordinating strategic projects, and leveraging strong organizational and communication skills to optimize operational efficiency. Excels at building collaborative relationships, delivering impactful training programs, and fostering positive work environments that drive employee engagement and productivity. Recognized for the ability to anticipate needs, implement innovative solutions, and contribute to the achievement of organizational goals.
Overview
23
23
years of professional experience
Work History
Executive Assistant II, AMXL Supply Chain
Amazon
04.2021 - Current
- Provide seamless executive-level support to two Directors of Amazon Supply Chain, facilitating the coordination of daily activities, meetings, and travel arrangements.
- Serve as a trusted liaison between the executive team and cross-functional departments, streamlining communication and facilitating the resolution of complex issues.
- Demonstrate an exceptional problem-solving abilities, anticipating needs and proactively implementing solutions to support the leadership team's priorities, resulting in a 15% improvement in executive satisfaction.
- Demonstrate exceptional problem-solving abilities, anticipating needs and proactively implementing solutions to support the leadership team's priorities.
- Collaborate closely with the leadership team to plan and execute high-profile events, conferences, and strategic planning sessions, ensuring flawless logistics and organization.
- Foster a positive and collaborative work environment, contributing to improved morale and increased productivity among the support staff.
- Play a pivotal role in supporting Amazon's diversity, equity, and inclusion (DEI) initiatives, contributing to the company's recognition as an Earth's Best Employer and a leader in sustainable business practices.
Operation Logistics Lead/New Hire Facilitator
Amazon
06.2021 - Current
- Spearheaded the redesign of the new hire onboarding curriculum, resulting in 20% faster ramp-up times and 30% higher employee satisfaction ratings.
- Developed and led a team of subject matter experts to provide personalized coaching and training to over 100 new hires, achieving a 95% completion rate.
- Collaborated cross-functionally to identify workflow bottlenecks, implement process improvements, and drive a 22% increase in operational efficiency.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
- Evaluated quality problems and performed system/associate audits to identify and resolve issues
- Developed and executed plans to monitor standard process adherence
- Updated quality control standard methods and procedures to meet customer satisfaction and compliance requirements
- Presented metric reporting and daily account reviews to Senior Leadership members
- Fostered a positive, inclusive team culture that empowered employees, leading to a 35% reduction in turnover.
- Supervised and led a team of 50 employees to high performance levels in cross-functional matrix management structure
- Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision
Customer Service Manager
American Airlines Inc
Jun 2015 - Sep 2018
- Oversee day to day customer service operations specifically oversight of the ticket counter and gate activity
- Managed a team of 50+ customer service agents, consistently achieving a customer satisfaction rating of 92% or higher.
- Ensure efficient use of resources to achieve operational performance targets
- Enforce all company and departmental procedures including safety and security
- Create requirements and bid schedules for all employees
- Collaborated with cross-functional teams to streamline check-in, gate, and baggage handling procedures, which contributed to a 15% decrease in passenger wait times.
- Introduced a proactive customer outreach initiative that improved the airline's Net Promoter Score by 18 points.
- Fostered a positive, customer-centric work culture that contributed to a 32% reduction in agent turnover.
- Analyzed customer feedback and service data to identify areas for improvement, leading to the development of targeted training programs that increased first-call resolution by 21%.
- Interview and selection of Customer Service Associates and Customer Service Coordinators
Risk Management/Corporate Insurance Claims Analyst
American Airlines Inc
03.2012 - 06.2015
- Successfully managed a diverse portfolio of corporate insurance claims, achieving a 93% first-pass resolution rate and reducing the average claims processing time by 18%.Act as point of contact for various workgroups i.e Customer Relations, Baggage Resolution Office, Quality Management and Field stations
- Collaborated cross-functionally with legal, finance, and operations teams to streamline claims workflows, leading to a 19% increase in claims processing efficiency.
- Conducted in-depth risk assessments and provided data-driven recommendations that resulted in the implementation of new risk control measures, which lowered the company's overall insurance premiums by 12%.
- Delivered thorough risk management training to 50+ employees, enhancing their understanding of claims procedures and risk mitigation strategies.
Reservation Supervisor
US Airways
01.2009 - 03.2012
- Oversaw a team of 40+ reservation agents, consistently exceeding monthly customer satisfaction targets by 15-20%.
- Facilitate employee development by motivating, coaching and leading employees to reach new levels of skill, knowledge, techniques and attitude
- Implemented a new quality assurance program that reduced reservation error rates by 22% and increased first-call resolution by 18%.
- Utilize effective hands-on management techniques to reinforce relevant business objectives and performance standards, creating effective team performance
- Providing key performance measures by setting and communicating goals providing constructive feedback to create a high performance culture
- Analyzed real-time data and customer feedback to identify areas for improvement, resulting in the development of targeted training programs that enhanced agent skills and knowledge.
- Participate in recruiting, selecting and orientating new employees
- Fostered a positive, customer-centric work culture that contributed to a 28% reduction in agent turnover.
Customer Service Manager
US Airways
05.2006 - 01.2009
- Develop and coach Customer Service Supervisors/Agents regarding policies, procedures and proper customer handling
- Monitor the daily activities of passenger service agents to ensure adherence to Customer s First plan
- Resolve escalated customer service issues and and efficient and empathetic manner
- Implement and enforce US Airways policies and procedures
- Communicate with employees regarding system wide operational changes to ensure immediate compliance
- Reviewed, researched and challenged customer complaints received in Customer Relations directed to the Charlotte Station
- Cross-trained and backed up other customer service managers
- Directed training of new team members and mentored each to promote productivity, accuracy and friendly service
- Fostered an environment which encouraged continual process improvements
- Coordinated department schedules to maximize coverage during peak hours
Customer Relations Lead Representative
US Airways
02.2005 - 01.2009
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Worked directly with Elite patrons as well as responding to correspondence on behalf of US Airways Officers and Executives
- Conducted in-depth root cause analyses and provided data-driven recommendations that facilitated the optimization of customer service policies and procedures.
- Served as the main liaison between customers, management and legal team
- Represented the company in small claim lawsuits
- Developed reputation as an efficient service provider with high levels of accuracy
- Served as a subject matter expert and brand ambassador, representing the airline at high-profile customer events and industry conferences.
Lead Flight Attendant | Inflight Facilitator
America West Airlines
03.2001 - 01.2009
- Collaborate with subject matter experts, training managers, and operational teams to continuously improve the training curriculum and address evolving organizational needs.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures
- Complied with all airline and federal aviation regulations to ensure complete safety and security procedures were met
- Develop and deliver regularly scheduled recurrent training sessions covering a wide range of topics, including emergency procedures, crew resource management, aircraft systems, and regulatory updates.
- Maintain accurate training records and documentation in compliance with regulatory requirements.
- Trained and coached 157 contract flight attendants during on the job training flights
- Proactively identify training gaps or areas for improvement and propose innovative solutions to enhance the overall training program.
- Inspected the interior of the aircraft prior to, during and after flights to make sure emergency equipment was in place
- Proficient in using training aids, simulation equipment, and other educational technologies.
- Thoroughly inspected the aircraft interior before, during, and after flights to ensure all emergency equipment was properly stocked, functioning, and easily accessible. Diligently documented all findings and addressed any discrepancies to maintain the highest levels of aircraft readiness and passenger safety.
Education
Communications
New Mexico State University, Dona Ana Branch Campus
Las Cruces, NM1999
Skills
- Executive Administrative Support
- Facilitation and Training Program Design
- Cross-Functional Team Leadership and Development
- Project Management and Coordination
- Process Improvement and Optimization
- Data Analysis and Reporting
- Relationship Building and Stakeholder Management
Timeline
Operation Logistics Lead/New Hire Facilitator
Amazon
06.2021 - Current
Executive Assistant II, AMXL Supply Chain
Amazon
04.2021 - Current
Risk Management/Corporate Insurance Claims Analyst
American Airlines Inc
03.2012 - 06.2015
Reservation Supervisor
US Airways
01.2009 - 03.2012
Customer Service Manager
US Airways
05.2006 - 01.2009
Customer Relations Lead Representative
US Airways
02.2005 - 01.2009
Lead Flight Attendant | Inflight Facilitator
America West Airlines
03.2001 - 01.2009
Customer Service Manager
American Airlines Inc
Jun 2015 - Sep 2018
Communications
New Mexico State University, Dona Ana Branch Campus
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