Walter J Soto

Led front-line teams to deliver exceptional customer service and on-time, high-quality products; conducted briefings, set clear expectations, and maintained strong team communications across shifts. Assigned and delegated tasks; provided ongoing coaching, recognition, and skill development focused on operational excellence. Identified issues and applied structured problem solving; developed and executed action plans to address performance gaps. Monitored team performance and customer interactions to ensure compliance with company standards, safety protocols, and service goals, administering corrective actions and documenting performance issues and high performance in the case management system.

· Review key metrics, conduct trend analyses, and lead performance dialogues to drive continuous improvement and accountability. Develop and implement standard work processes; ensure effective shift turnover and operational alignment.

· Serve as a subject matter expert on service delivery, company procedures, and union guidelines; provide technical guidance as needed.

· Partner with Business Partners to support shared goals and ensure consistent service delivery.

· Participate in peer, safety, and accident review boards; address and resolve inappropriate behavior with clear, actionable feedback.

· Complete required documentation, attend team and leadership meetings, support collateral projects, and manage communications (e.g., email, voicemail follow-up).