Sofia Belissa Soto Rivera

• Lead the New Employee Orientation Program, onboarding 76 new hires with an average satisfaction score of 4.94/5, ensuring a smooth transition into company culture, policies, and operations.
• Design and facilitate training workshops for management teams, focusing on soft skills, leadership development, and critical conversations.
• Developed and implemented customer service soft skills training for frontline engineers, improving communication and service delivery standards.
• Collaborate cross-functionally with Operations, HR, Talent Acquisition, Quality, and Leadership to align training programs with strategic business goals.
• Partnered with the Empléate government initiative to create impactful training materials and manage diverse learning groups, supporting national workforce development efforts.

• Delivered structured training on Azure Cloud services, including subscriptions, billing, and payment-related topics.
• Provided remote training to teams in El Salvador, ensuring consistent learning outcomes across regions.
• Led coaching and one-on-one development sessions, demonstrating strong leadership and interpersonal skills while managing complex stakeholder interactions.
• Monitored post-training performance to ensure knowledge retention and alignment with business expectations.
• Designed and developed training materials in collaboration with the Global Training Team.
• Utilized Learning Management Systems (LMS) to manage training content and track trainee progress.
• Fostered a positive learning environment through mentorship and continuous support.

• Provided specialized support for the Azure Portal, addressing inquiries related to billing, subscription management, and general platform usage.
• Collaborated with cross-functional technical teams to ensure accurate and efficient resolution of customer issues.
• Acted as a mentor to peers, offering guidance on Azure product knowledge and internal support procedures.
• Facilitated knowledge sharing and troubleshooting assistance to enhance team performance and customer satisfaction.

° Retail Customer Support & Logistics Coordination (USA and CA Marketplace)
° Delivered exceptional customer service via phone and email, supporting retail customers across the U.S. marketplace.
° Managed shipment tracking and delivery follow-ups, ensuring timely and successful order completion.
° Coordinated and processed product replacements for damaged items, maintaining high customer satisfaction.

• Oversaw transportation-related tasks, ensuring timely coordination and resolution of logistics issues.
• Managed content uploads to Amazon’s Vendor Central platform, maintaining accuracy and compliance with marketplace standards.
• Handled simultaneous communication via email and phone, providing efficient support to vendors and internal teams.
• Supported operations across the US, Canada (CA), and Mexico (MEX) Marketplaces, contributing to streamlined processes and improved vendor experience.

• Delivered technical assistance to customers, guiding them through device setup and application installation.
• Promoted and sold satellite television and internet services, aligning solutions with customer needs.
• Demonstrated strong communication and problem-solving skills in a fast-paced support and sales environment.