Erick Soto Email & Phone Number

Los Angeles County, California, United States

Developed, managed, and facilitate global new hire orientation and onboarding operations through cross-functional collaborations, cultivating an engaging, efficient, onboarding experience for FTEs and contingent workers.➤Developed compliance training framework for state and fintech industry best practice standards.➤Product training for both customer and B2B product platforms.➤Facilitate instructor-led virtual & live training programs and workshops for the company.

Torrance, Ca

➤Developed and facilitated product training for Honda/Acura/Power Equipment FMC/MMC models for over 300+ employees (Contact Center/AHF/Parts Technical/Import Export) ➤ Created and validated Salesforce internal and public (https://automobiles.honda.com/) knowledge articles around IQS information and identified call trends. ➤Developed soft skill e-learning content using Articulate 360.➤Created HondaLink and AcuraLink training for all app updates and new feature releases in partnership with the Connected Business department.➤ Monitored and investigated model launch concerns for One Pack initiative.➤ Worked directly with Sales, Product Development, and Engineering to identify technical training needs and product validation.➤ Investigated product technical inquiries with SME’s and provided responses on behalf of AHM, per legal. ➤ Designing instructional guides and job aid reference materials for all recalls, product updates, and warranty extensions. ➤Attended Vendor T3 Product Sales Training events and provided feedback on training initiatives.

Torrance, Ca

➤ Working in a multi-faceted role, effectively handling instructional design, facilitation, e-learning, and quality assurance.➤ Serving as the Project Lead for developing and implementing training on vehicle technologies for a new Department.➤ Enhancing and updating existing training curriculum, while converting 25% to self-study modules and microlearning.➤ Training new hires on operational procedures required to be successful in their core job, and driving a service focus.➤ Successfully lowering the attrition rate by of new hires by 50%, while increasing customer satisfaction cores on surveys.➤ Playing a key role in developing quality training programs, as well as in establishing the Mentor Program.➤ Strategically maintaining, tracking, and analyzing training schedules and communications around training programs.➤ Setting-up eLearning resources for internal/external training in the Learning Management System for online delivery.

➤ Successfully developed training curriculum by performing needs analysis to identify best business practices.➤ Delivered live training to new Contact Center hires to drive alignment with Honda's policies, procedures, guidelines.➤ Created Facilitator Guides and e-learning modules for self-study courses using Adobe Captive and Camtasia.➤ Defined and implemented new learning development and solutions to achieve the company's strategic goals.➤ Effectively partnered with stakeholders and SMEs to design and maintain training materials, using a variety of media.➤ Created and facilitated upskilling training and maintenance classes for staff, both in-person and virtually.➤ Proactively maintained current understanding of trends and research in the Training & Development industry.➤ Leveraged surveys, interviews, focus groups, and communication with staff to gather data on the programs.➤ Efficiently performed other duties as assigned by leadership to meet ongoing Departmental and business needs.

➤ Ensured client needs were met by taking and prioritizing thorough requirements, and by seeking performance feedback.➤ Managed a high-volume workload, including calls, e-mails, and letters to customers, Dealers, and Field Representatives.➤ Resolved product and service problems by clarifying the customer's complaint and providing prompt follow-up.➤ Effectively identified and explained the optimal solution to solve the problem, as well as expedited corrections.

➤ Performed qualitative assessments of Honda/Acura Customer Service Specialist performance and case handling.➤ Collaborated with supervisors, team leads, and management to increase the quality of customer service.➤ Developed training and Plans of Action to improve performance, and provided support to all operational areas.

➤ Solely managed Honda and Acura reimbursement requests for the entire U.S, processing checks for eligible claims.➤ Strategically maintained a case load of 100-150 customers at a time, referring to approved modifiers as needed.➤ Worked closely with Honda Odyssey conversion companies, VMI and Brauan, to complete safety recalls.

➤ Efficiently answered 50-85 calls on a daily basis, providing product and service information for Honda automobiles.➤ Built rapport with customers by actively listening to, clarifying, and documenting customer concerns for further review.

➤ Effectively supervised and tracked progress for a team of 13 Representatives, ensuring daily productivity/quality goals.➤ Managed daily Department operations and developed and executed action plans to maintain Department objectives.➤ Drove improvement of QA scores, through individual Quality Assurance performance management and coaching.➤ Strategically delegated workload to appropriate units of operation, and created work instructions to streamline processes.➤ Expertly managed time-sensitive cases, including Attorney General Letter, and Executive, KR, and BBB cases.➤ Oversaw the 24-hour call back and over 30-day reports, while providing inbound support during high call volumes.

Baldwin Park, Ca

Master Of Science - Ms, Leadership And Management

Bachelor Of Science - Bs, Business Administration, Emphasis In Human Resources