Lizeth "Liz" Soto

Experience

• 

  Saint Mary's College of California

  Sept 2008 - May 2011

  Created social justice awareness at the Saint Mary's campus through thought provoking events highlighting local and global hunger as well as discussing the global spectrum of human trafficking. Assisted all campus customers with immediate customer service issues in person or on the phone, in addition to basic clerical duties such as filing, routing phone messages, and data entry.Supervised three Academic Computer Lab facilities which house Mac and Windows machines to secure functionality, proper use, and regular maintenance.

  • Bonner Leader at Catholic Institute for Lasallian Social Action

    Aug 2010 - May 2011

  • Lab Proctor and Desk Analyst at Computer and Technology Services (CaTS)

    Sept 2008 - Aug 2010
• 

  CBS Radio

  Jun 2010 - Aug 2010

  Summer Intern at Alice Radio - Sarah and Vinnie Morning Show

  Assisted in the daily tasks needed to support the successful airing of the Radio Alice 97.3 Sarah and Vinnie Morning Show. Tasks included keeping written records of aired material, updating the Radio's blog, and editing sound bites to be made available on iTunes and for record for compliance with endorsement deals.

• 

  Pacific Gas and Electric Company

  Jun 2011 - Jan 2016

  • Supported over 25 departments in the Customer Care organization in regulatory compliance requirements and Sarbanes Oxley (SOX) controls in relation to customer related functions, such as customer privacy standards and billing revenue.• Tested over 80 regulatory compliance requirements, all ranging on frequency, throughout the year.• Tested over 15 SOX controls, all ranging on frequency, throughout the year.• Coordinated with department leaders and subject matter experts (SMEs) on commencing and completing testing, duties ranging from one on ones with the employees to data collection.• Led weekly and quarterly access review efforts for customer billing system for the Customer Care organization, ensuring proper access is granted and mitigating any errors.• Led Guidance Document Management (GDM) efforts for Customer Care organization by overseeing the maintenance of more than 1,900 documents and the development and implementation of new documents.• Engaged and communicated with Managers and Directors as needed on the on-boarding of the GDM Governance Plan to ensure present and future sustainability of the program. Show less • Forged relationships with additional departments within the Customer Operations organization, bringing up the number of departments involved in the use of new internal resource tool from 7 to 13.• Designed an improved progress tracking spreadsheet to assist in monthly metric and project reporting for Director and Vice President updates.• Oversaw total of 1,154 procedures, both in the creating and editing phases.• Led the publishing efforts of all procedures into the resource tool.• Executed user trainings for all participating departments, all customized to meet the needs and expected usage. • Collaborated with Information Technologies (IT) on a regular basis for streamlining requests affecting publishing, technical issues impacting deployments, and general process improvements for IT and the stakeholders.• Attained frequent feedback from stakeholders to ensure buy-in and lessen any concerns throughout the project. • Engaged and communicated with Managers and Directors on ways to on-board employees to the project and brainstorming ways to resolve high risk items and challenges that could jeopardize compliance.• Surpassed the compliance project deadline by 2 months. Show less • Coordinated the replacement and adoption of an internal resource tool for the Customer Operations organization.• Consulted with Project Manager as needed in error checking the new resource tool prior to deployment.• Operated and customized the resource tool to meet the needs of stakeholders.• Collaborated effectively with 7 departments to identify and risk rank procedures for documentation.• Facilitated trainings with department leads in project approved writing style and template(s).• Oversaw over 900 procedures and consulted with subject matter experts on a regular basis when documenting and editing procedures for insight and feedback.• Engaged and communicated with Managers and Directors on system, high risk updates and monthly reporting. Show less

  • Compliance & Risk Analyst

    Mar 2015 - Jan 2016

  • Career Policy and Procedure Technical Writer

    Feb 2013 - Mar 2015

  • Associate Policy and Procedure Technical Writer

    Jun 2011 - Jan 2013
• 

  CrypticRock.com

  Nov 2014 - Mar 2015

  Contributing Author

  Attended concerts in the San Francisco Bay Area and provided event reviews on the various concerts on the basis of overall performance, music aesthetics and diversity, audience acceptance and engagement. Had the opportunity to review the following:• Memphis May Fire• Yellowcard• Nothing More• Periphery• Wovenwar• 10 Years• Otherwise• The Glorious Sons• Luminoth• Thank You Scientist• Emarosa

• 

  WineDirect

  Aug 2016 - now

  • Train Account Coordinators on all tasks and applications needed to be successful.• Manage daily work load of Account Coordinators by reviewing account assignments and volume of work being generated.• Pull and provide weekly reporting on Account Coordinator work load.• Provide coaching and support for escalations that may arise.• Provide support to Director of Client Services and handle special projects as assigned.• Pull and provide monthly shipping reports for compliance.• Create and maintain key standard operations procedures.• Lead on-boarding efforts for new clients; such as setting them up in our systems for finance, shipping, order management, eCommerce and compliance set-up, account set-up for client's employees, and general set-up of client account for preferred shipping needs. • Provide key support when troubleshooting issues impending progress for Client Services.• Liaison with carriers and vendors for process improvement and open communication.• Support high end wineries on a daily basis on their wine shipping needs. • Interact with clients to ensure the volume of orders are being handled adequately to their needs.• Engage client base when issues arise, such as delayed shipping due to weather, insufficient inventory, or when compliance issues with shipping-to state arise. Show less • Supported high end wineries on a daily basis on their wine shipping needs. • Interacted with clients to ensure the volume of orders are being handled adequately to their needs.• Engaged client base when issues arise, such as delayed shipping due to weather, insufficient inventory, or when compliance issues with shipping-to state arise.• Led and managed Club Release efforts for clients, communicating between the Warehouse Team and client as needed to ensure a timely and error-free releases. • Provided compliance reporting, on a monthly basis, to applicable states per state law on wine shipping and on a need basis. • Led on-boarding efforts for new clients; such as setting them up in our systems for finance, shipping, order management, eCommerce and compliance set-up, account set-up for client's employees, and general set-up of client account for preferred shipping needs. • Handled special projects as assigned. Show less

  • Director of Operations Excellence

    Mar 2023 - now

  • Director of Client Success

    Mar 2022 - Mar 2023

  • Interim Client Success Department Manager – Fulfillment

    Aug 2021 - Feb 2022

  • Client Success Department Manager - Coordinators

    Sept 2020 - Jul 2021

  • Lead Coordinator & Support Specialist (Supervisor)

    Mar 2019 - Sept 2020

  • Lead Coordinator & Support Specialist

    Sept 2018 - Mar 2019

  • Account Coordinator

    Aug 2016 - Sept 2018