Erick Soto

Experience

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  United Protective Private Security

  Jan 2005 - Jan 2006

  Human Resources Assistant
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  Aerotek

  May 2007 - Mar 2017

  ➤ 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. Show less ➤ 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. Show less

  • Training & Development Specialist

    May 2007 - Mar 2017

  • Regional Case Manager

    May 2007 - Mar 2017

  • Quality Assurance Analyst

    May 2007 - Mar 2017

  • Mobility Assistance Program Specialist

    May 2007 - Mar 2017

  • Customer Relations Representative

    May 2007 - Mar 2017

  • P.C.R.M Team Lead

    May 2007 - Mar 2017
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  American Honda Motor Company, Inc.

  Mar 2017 - May 2021

  ➤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. Show less ➤ 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. Show less

  • Product Technical Trainer

    Mar 2017 - May 2021

  • Learning And Development Specialist (New Hires)

    Mar 2017 - May 2018
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  Givelify

  May 2021 - Jan 2023

  Corporate Trainer

  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.

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  Hyundai Motor America

  Jan 2023 - now

  Assistant Manager Sales Training Development