JAY SORIA

• Trained over 100 personnel on Pfizer Customer Service Operations, ensuring alignment with company standards and key performance metrics.

• Developed Workday dashboards to monitor customer service performance, resulting in a 15% improvement in service levels.

• Led data analysis and reporting efforts, managing financial planning, and identifying areas for operational improvements.

• Streamlined credit and debit processes, enhancing financial accuracy and reducing processing times by 20%.

Supported the successful onboarding of new clients by providing thorough system training and addressing any questions or concerns.

Mentored junior analysts, sharing best practices and contributing to their professional growth.

• Streamlined support processes for improved efficiency, resulting in reduced response times to client inquiries.
• Identified gaps in user documentation, collaborating with technical writers to enhance clarity and accessibility for end users.

• Led and developed front-line team members, ensured safe operations, managed annual expense plans, and communicated guest satisfaction issues.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Managed 50 inventory and supply chain operations to achieve timely and accurate delivery of goods and services.

• Managed the full recruitment cycle, ensuring alignment with business goals and compliance with global standards.
• Achieved recruitment metrics and targets, contributing to workforce optimization and organizational growth.

• Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
• Conducted 30 phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.