Daisy Soto
Richardson,United States
Summary
Spanish-English Bilingual, Customer-Centric Professional with a proven track record of enhancing community engagement, maintaining quality standards, and facilitating impactful team training. Currently, expanding expertise in healthcare as a student pursuing Radiologic Technology, driven by a commitment to patient care and diagnostic excellence. Passionate about delivering exceptional service and experiences, inspired by a spirit of care and compassion. As a Social Media Analyst, I cultivated vibrant communities that strengthened trust and loyalty. In my role as Quality Assurance and Training Coordinator, I upheld the highest ethical standards as a guide and empowered teams to prioritize accuracy, respect, and integrity—values I will bring to healthcare settings.
Overview
11
11
years of professional experience
Work History
Online Reputation Management/Quality Assurance & Training Coordinator
Sewell Automotive Companies
04.2022 - 07.2025
- Managed and monitored social media accounts across platforms including Meta, X, YouTube, Google Yelp, and others.
- Managed and responded to all direct messages, comments, and inquiries across all social media platforms, ensuring timely and effective communication with customers and followers.
- Created monthly Online Reputation Management reports to measure performance and growth.
- Addressed and resolved Better Business Bureau complaints for 20 dealerships, maintaining customer trust and organizational integrity.
- Developed training material and facilitated regular sessions for call associates, as well as weekly training for visiting associates from 20 dealership locations.
- Evaluated and graded calls for 60+ call associates, ensuring adherence to empathy standards and application of training principles.
Social Media Analyst
Genpact
05.2018 - 04.2022
- Held calibrations for the News & Review project, contributing to policy development and refinement.
- Collaborated directly with Facebook and Instagram teams to manage and moderate articles posted to these platforms.
- Reviewed and analyzed proper citing for articles across various subjects, confirming accuracy and compliance with platform guidelines.
- Reviewed and moderated user-generated content posted to Meta platforms.
- Conducted detailed analysis of social media content to identify trends and enhance platform credibility.
- Assessed flagged material and determined whether to retain or remove content.
- Promoted to Social Media Analyst for News & Review Project.
Social Media Agent
iQor
03.2014 - 12.2017
- Received direct training from Metro PCS headquarters to execute digital engagement strategies.
- Managed customer interactions across Facebook, Facebook Latino, X (formerly Twitter), and Instagram, ensuring timely and professional responses to comments and direct messages.
- Monitored online customer feedback and requests, identifying trending topics to drive content creation and innovative solutions.
- Coordinated sponsorship initiatives, overseeing partnerships and promotional campaigns.
- Escalated customer concerns to Metro PCS markets nationwide, facilitating swift issue resolution and improving service quality.
Education
Associate of Science - Health Sciences
Dallas Community College
Dallas, United States10.2025
Skills
- Training and Development
- Bilingual Proficiency (Spanish-English)
- Conflict Resolution and De-escalation Techniques
- Critical Thinking and Problem-Solving Skills
- Strong Organizational and Time Management Skills
- Collaboration and Coordination
Accomplishments
- Developed English and Spanish call scripts for call associates at Sewell Automotive Companies.
- Created and implemented an Empathy Training program, enhancing associates' ability to connect meaningfully with customers.
- Successfully elevated the Better Business Bureau rating for Sewell Automotive Companies by resolving customer inquiries.
- Assisted with designing and launching a customized call recording system, tailored to the company's business needs.
Languages
Spanish
Native or Bilingual
Timeline
Online Reputation Management/Quality Assurance & Training Coordinator
Sewell Automotive Companies
04.2022 - 07.2025
Social Media Analyst
Genpact
05.2018 - 04.2022
Social Media Agent
iQor
03.2014 - 12.2017
Associate of Science - Health Sciences
Dallas Community College
HOBBIES
Hiking, Yoga, Reading
STRENGTHS
- Empathy and Ethical Leadership
- Adaptability in High-Stakes Environments
- Strong Communication
- Self-Motivated to Stay Current with Advancements/Updates