Cristal Lorona
Mesa
Summary
Results-driven professional with over 8 years of experience leading and optimizing business operations while providing high-level executive support. Skilled at improving efficiency, streamlining processes, and overseeing cross-functional functions including HR, finance, logistics, and customer service. Experienced in managing calendars, communications, and strategic initiatives for senior leadership, while balancing hands-on leadership with data-driven decision-making to enhance operational performance, and deliver consistent results.
Overview
11
11
years of professional experience
Work History
Executive Assistant and Managing Director
Euphoria Maid
Apache Junction
01.2015 - Current
- Directed end-to-end operations, optimizing workforce management, route planning, and scheduling for productivity.
- Implemented streamlined processes that measurably increased productivity and reduced operational expenses.
- Managed financial functions including budgeting, invoicing, and vendor negotiations to ensure profitability.
- Oversaw HR activities for a team of 15+, enhancing recruitment, onboarding, and performance management practices.
- Coordinated company events and complex travel logistics while managing multiple priorities under tight deadlines.
- Provided high-level executive support through calendar management and strategic initiative coordination.
- Enhanced client satisfaction by overseeing customer service operations for individual and corporate accounts.
- Drove operational improvements across departments through hands-on leadership and strategic planning.
Directing Facilitator for Loan Servicing
Evergreen Home Loans
Tempe
06.2023 - 12.2023
- Directed daily operational activities within the loan servicing division, ensuring workflow accuracy, regulatory compliance, and adherence to company performance standards.
- Collaborated with executive leadership to plan, launch, and monitor strategic projects focused on process improvement, employee development, and service quality.
- Developed and optimized office systems for documentation control, reporting, and information management, improving data accuracy and operational transparency.
- Prepared detailed reports, presentations, and analytics to support executive decision-making and organizational planning.
- Organized and facilitated internal meetings and training sessions, ensuring alignment across departments, and consistent communication of company objectives.
- Led employee onboarding and training programs, enhancing productivity, and ensuring smooth integration for new team members.
- Implemented employee recognition and engagement initiatives that strengthened retention and improved workplace morale.
- Maintained discretion and confidentiality in all employee and client-related matters, safeguarding sensitive company information.
Multiple Roles
Bank of America
Chandler
06.2017 - 06.2022
- Directed and supported internal operations through the coordination of events, resource allocation, and meeting facilitation for leadership and affinity groups.
- Led and contributed to complex special projects, ensuring timely execution and cross-departmental collaboration.
- Developed internal communications, including newsletters, bulletins, and presentations, to streamline information flow across teams and enhance engagement.
- Served as Chair for employee affinity groups, managing event calendars, coordinating initiatives, and fostering a culture of inclusion and collaboration.
- Became a subject matter expert in department processes, creating quality control checklists, performing QA monitoring, and ensuring consistency and compliance across teams.
- Designed and facilitated training programs for new hires and existing employees, developing course materials, and performance-based learning tools to boost team capability.
- Provided ongoing mentorship and peer support, acting as a trusted advisor to improve performance, morale, and process adherence within the Home Equity department.
- Recognized as a top national performer, earning multiple awards for customer service excellence, leadership, and the application of new learning.
- Championed process improvement initiatives, gathering peer feedback, and implementing efficiency-enhancing changes to strengthen overall team collaboration and productivity.
Education
GED -
Adult Education Program
Skills
- Operational leadership
- Strategic planning
- Project and process management
- Cross-functional team oversight
- Budgeting and resource allocation
- Performance optimization
- Client and vendor relations
- Workforce scheduling
- Quality assurance
- Crisis management
- Data-driven decision making
- Employee training and development
- Communication and collaboration
- Confidentiality and discretion
- Technology proficiency (Microsoft Office, Google Workspace, Power BI, Salesforce, Asana, Trello, QuickBooks)
Languages
- Spanish
- English
Timeline
Directing Facilitator for Loan Servicing
Evergreen Home Loans
06.2023 - 12.2023
Multiple Roles
Bank of America
06.2017 - 06.2022
Executive Assistant and Managing Director
Euphoria Maid
01.2015 - Current
GED -
Adult Education Program