Crystal Serrano Email & Phone Number

Seattle, Wa, Us

• Handled sensitive employee relations issues professionally and tactfully, minimizing legal risks and maintaining positive employee morale• Spearheaded the development of employee engagement and well-being programs that boosted satisfaction levels by 9%• Utilized data analytics to identify HR issues and recommend strategies that led to a 11% reduction in employee turnover• Managed a HR team of 9 employees and oversaw all HR functions including benefits administration, compliance, training, and employee relations• Developed and launched a successful leadership development program that helped promote 6 high-potential employees• Regional Glamazon HR POC. Planned the Glamazon Fireside Chat, “Changing a Noun to a Verb” • Super Regional Warriors Affinity Group HR POC. Planned TSSL’s first Memorial Week event schedule. Events included a Warriors@ recruitment event, cemetery visit, and support of Operation Paperback.• Veterans Working Group team member. Supported planning for the Regional Veterans summit for 50+ veterans across 5 regions that occurred in July 2023 and led two sessions during the summit. • Supported donations of $271,213. Helped coordinate donations to 12 separate local non-profits. • Planned, developed and executed successfully the first Affinity Group Fair at MDT2 with catering, swag, and activities. Affinity Fair increased signup percentage for an average of 45% for each affinity group. • Created a regional mentorship program that supported 219 active users through an online mentorship platform that had never been used in the region. Reduced YoY attrition for key demographics by an average of 42%.• Led the decommissioning of site MDT2 which included sourcing new locations for 114 leaders, transferring 236 associates, creating a closure engagement campaign, and supporting the exits team with detailed severance information for all leaders.

Seattle, Wa, Us

• Managed a team of 7 HR partners supporting 1,000+ employees across multiple business units, ensuring consistent policy implementation and proactive issue resolution.• Partnered with legal counsel to ensure Amazon's HR policies and practices remained compliant with all relevant employment laws, mitigating legal risks.• Launched Diversity Leadership Council framework within the region and super region in order to further operationalize DEI• Created and implemented monthly regional Affinity Group round-tables hosted by each regional director• Member of the site Community Engagement Group which donated $1,131,513.87, with 146 AA’s involved• 43.33% reduction in Attrition for part-time associates from Q1 to Q3 through our part-time rewards and recognition program• Created initiative which assigns HR Business Partners to not only cover the floor desk with their direct reports but assigns them departments to spend time with on the floor each day.• Created Client Group support model in which each HR team member is assigned members of the operation. They check in daily, educate them on monthly topics, audit standups, and ensure completion of people related requirements.

Seattle, Wa, Us

• Acts in the capacity of Human Resources Manager as the only salaried HR member at the site• Created, coordinated, and implemented the entire Peak plan which includes activities, prizes, snacks, and engagement activities every week for a site of over 1500 employees and over 40 salaried managers from the months of October to December with a budget of $163,000• Acted as the site Manager Engagement Partner charged with reducing exempt manager attrition through daily mentoring and weekly activities which supported the reduction of manager attrition by 12.5%

Seattle, Wa, Us

• Site Operations Safety Lead; partner with the safety team twice weekly to review injury reports and implement process changes creating more safe environments.• Supported operation leader training for over 80 leaders in numerous locations in the U.S.• Implemented site wide manager and associate recognition programs• Created and taught curriculum for managers and process assistants that supports career growth and development • Conducted over 15 site visits to sites in DE, MD, PA to assess overall engagement and partnered with site leaders to create robust action plans to improve engagement and retention

Seattle, Wa, Us

• Built and executed productivity plans by reviewing work forecasts, determining productivity requirements, and partnering with other Area Managers to balance labor• Lead and developed a team of 55 - 95 Amazon associates during two new launches • Championed building wide process roll out of problem solve software within a two week time frame ensuring compliance to corporate expectation and was the fastest rollout in the North American network.• Led, mentored and developed 8 direct reports whom were promoted to the next leadership level• Selected to fill eight month role as Associate Alliance Program team member which supports Employee Relations • Reconfigured problem solve layout to maximize effectiveness and reduce customer misses• Partnered with outbound managers across all shifts, safety and facilities to redesign the pack singles drop zone and assisted in the increased utilization of the south drop zone to reduce traffic and order picker incidents • Designed, tested, and procured bay marker labels for 100% of site order picker aisles to reduce accidents in those aisles• Supported new manager orientation which is a weekly learning and development meeting that new managers attend to ensure they receive all of the required knowledge for a new AM • Partnered with facilities to create a pack table to increase the height of the pack station and decrease associate lower back injuries • Driven manager and associate engagement by developing an AM Association that meets once a month; key outputs were monthly activities for associates and managers to compete against each other, Secret Santa, and received rewards • Created a peak hero program to reward our associates that have gone above and beyond through peak which is our heaviest shipping time of the year• Lead the outbound department during our peak holiday season with the lowest North America network customer promise violations.

• Planned and coordinated department programs and initiatives to ensure training and continued operational tempo for over 200 employees • Conducted 250+ briefs and provided sustainment and capabilities reports to partner organizations resulting in increased collaboration and coordination for future programs • Represented department interests at company meetings, presented chronological timelines for ongoing projects, and developed solutions for 100% of executive inquiries

• Improved communication efficiency by streamlining administrative functions and developing team initiatives for senior leadership, to include executive officers and administrators, resulting in 100% oversight of program development • Supervised and mentored 27 supervisors and training personnel in policy implementation, resource management, safety compliance, and professional development procedures• Identified and implemented improved health and safety programs to ensure the wellbeing and training of over 600 new employees • Conducted 1,500 area inspections, reviewed reports, and generated operational protocol to ensure compliance with company and federal regulations

• Supervised the record process and administrative actions for over 2,000 files, to include Performance Reviews, ensured confidentiality and retention of sensitive personnel files • Coordinated training schedules on a 91 day cycle, reviewed instructor placement, and conducted professional development training with department supervisors • Reviewed 150 personnel records, advised on administrative and placement action, and tracked maintenance issues for company equipment

• Planned and initiated the movement and transfer of company assets, to include over $50M worth of heavy equipment and support material, during international operations• Supported 4 independent organizations with transportation, equipment repair, water sanitation, and electrical capabilities while maintaining 100% safety and regulation compliance • Managed bill of materials and project management tools, conducted timeline assessments, and processed 57 independent program requests • Managed 50 employees in the coordination and execution of 250 engineer projects that enhances safety, effectiveness, and efficiency of the supported organizations

Masters, Human Resources Management

Bachelor’S Degree, English Language And Literature, General

Certificate, Industrial And Organizational Psychology

Associate’S Degree, Psychology