Armando Soto
Tucson,AZ
Summary
Results-driven customer service professional with over 15 years of extensive experience across diverse industries. Specializing in Loss Prevention for and IT support, with a proven track record of exceeding expectations. Adept at maintaining high levels of customer/client satisfaction while contributing to company success. Skilled in quality assurance, content moderation, and sales, with proficiency in Microsoft Office (Word, Excel) and keen attention to detail. Exceptional communicator with strong problem-solving abilities, adept at multitasking, prioritization, and fostering collaborative teamwork. Recognized for flexibility and adaptability in dynamic work environments. Professional Summary: Detail-oriented professional with 2-3 years of experience in Trust & Safety. A results-oriented individual with a strong track record in project management and developing content policies. Skilled in analyzing both quantitative and qualitative data to drive decision-making. Known for maintaining positivity and attention to detail in all aspects of work. Authoritative Quality Assurance Coordinator with 3 years improving production outcomes and evangelizing for customer rights. Proven provider of actionable business intelligence and practical enhancement plans. Committed to discovering and eliminating weaknesses in manufacturing and development efforts.
Overview
7
7
years of professional experience
Work History
Trust & Safety QA [Quality Assurance]
Alorica Inc.
04.2022 - Current
- Was part of strategic direction and execution of quality assurance and content moderation programs, ensuring alignment with TikTok's mission and values
- Oversaw development and implementation of comprehensive quality assurance and content moderation strategies
- Facilitated seamless collaboration and integration among different teams and projects, driving cross-functional engagements and stakeholder alignment
- Drove continuous improvement of processes and policies, leveraging insights and data analysis to inform decision-making and program enhancements
- Managed resource allocation and project prioritization, ensuring, effective use of resources and timely delivery of program objectives
- Engaged with senior leadership and external partners, representing Trust and Safety initiatives and advocating for support and resources
- Monitored and evaluated program performance, implementing adjustments and strategies to meet and exceed organizational goals and objectives
- Played critical role in Quality Assurance Team's efforts to address objectionable or disturbing content, demonstrating resilience in potentially challenging situations.
Trust & Safety Content Moderator
Alorica Inc.
03.2021 - 04.2022
- Was part of strategic direction and execution of quality assurance and content moderation programs, ensuring alignment with TikTok's mission and values
- Oversaw development and implementation of comprehensive quality assurance and content moderation strategies
- Facilitated seamless collaboration and integration among different teams and projects, driving cross-functional engagements and stakeholder alignment
- Drove continuous improvement of processes and policies, leveraging insights and data analysis to inform decision-making and program enhancements
- Managed resource allocation and project prioritization, ensuring effective use of resources and timely delivery of program objectives
- Engaged with senior leadership and external partners, representing Trust and Safety initiatives and advocating for support and resources
- Monitored and evaluated program performance, implementing adjustments and strategies to meet and exceed organizational goals and objectives
- Played critical role in Quality Assurance Team's efforts to address objectionable or disturbing content, demonstrating resilience in potentially challenging situations.
Food Service Worker
Banner UMC
02.2020 - 03.2021
- Independence and Good Judgment: Capable of functioning effectively in absence of direct supervision, exercising sound judgment in decision-making
- Food Handling Knowledge: Proficient in food handling regulations and capable of passing required certification tests
- Upscale Food Production Skills: Skilled in upscale food production, including menu substitutions and recipe modifications, acquired through two or more years of relevant work experience
- Interpersonal Communication: Effective interpersonal communication skills with friendly customer service attitude
- Proficient in accurately calculating and counting change rapidly and repetitively.
Sales Representative
Old Pueblo Vapor
10.2017 - 01.2020
- Previous Retail Sales Experience: Demonstrated track record of success in retail sales roles, with focus on vaping products
- Knowledge of Vaping Products: Proficient understanding of vaping products, including their features, benefits, and usage
- Excellent Communication and Interpersonal Skills: Strong ability to communicate effectively with customers and build rapport to drive sales
- Customer Service Orientation: Committed to providing exceptional customer service and addressing inquiries and concerns promptly and professionally
- Adaptability to Fast-Paced Environments: Ability to work effectively and efficiently in fast-paced retail environment.
Education
Google IT Support Professional Certificate -
Cousera
09.2020
Skills
- Quality Management Systems
- Strategic Planning
- Material Specifications
- Documentation Management
- Attention to Detail
- Problem-Solving
- Microsoft Office (Word, Excel)
- Customer Service
Timeline
Trust & Safety QA [Quality Assurance]
Alorica Inc.
04.2022 - Current
Trust & Safety Content Moderator
Alorica Inc.
03.2021 - 04.2022
Food Service Worker
Banner UMC
02.2020 - 03.2021
Sales Representative
Old Pueblo Vapor
10.2017 - 01.2020
Google IT Support Professional Certificate -
Cousera