Erick Soriano

About Erick Soriano

Dedicated sales management professional with over 20 years in the sales industry including BPO, TV, broadband, VoIP, marketing research and customer service. Subject matter expert in vendor management, operations and performance improvement. Results-oriented, focused on driving results while developing and maintaining strong employee relationships. Creative drive and an outside-of-the-box approach to facilitate the development of new strategies and initiatives that will help take a company beyond the next level. Specialties: Continuous process and performance improvement & cost reduction Reporting/AnalyticsWorkforce and capacity planningCompensation planning & administrationStaff development/mentoringHRM: staffing, corrective action, performance mgmt, training & developmentGlobal Call Centers OperationsTeam BuildingBPO - Vendor Management• Bilingual in English and Spanish• Self-starter with an effective combination of organizational and communication skills.• Solid analytical and problem-solving abilities.• Effective in both individual and team situations.• Articulate, persuasive, quick thinking, individual who embraces diversity.

Experience

1. VP of Contact Center Operations

   Ezee Fiber

   Jun 2024 — Present · Houston, TX, US

   Oversee the daily operations of multiple contact centers, ensuring seamless service delivery and adherence to quality standards- Develop and implement innovative strategies to improve customer satisfaction, reduce costs, and enhance operational efficiency- Lead and mentor a team of managers and supervisors, fostering a culture of continuous improvement and professional development- Collaborate with cross-functional teams to align contact center goals with overall business objectives- Utilize data-driven insights to make informed decisions, track performance metrics, and drive process improvements.

Education

• CUNY School of Professional Studies

  Master’s Degree, Business Management and Leadership

  2013 — 2016

• CUNY Bronx Community College

  Associate’s Degree, Business Administration

  1999 — 2002

• Lehman College

  Bachelor’s Degree, Accounting

  2002 — 2005

Skills

• Word
• Excel
• Powerpoint
• Problem Solving
• Forecasting
• Microsoft Excel
• Microsoft Word
• Leadership
• Sales Operations
• Call Centers
• Sales Management
• Customer Satisfaction
• Coaching
• Training
• Sales
• Management
• Access
• Account Management
• Customer Retention
• Customer Service
• Direct Sales
• Human Resources
• Marketing
• Project Management
• Team Leadership
• Telecommunications
• Customer Experience
• Team Building
• Selling
• Cold Calling
• Sales Process
• Telemarketing
• Operations Management
• Process Improvement
• Broadband
• Recruiting
• Voip
• Performance Management
• Team Management
• Sales Presentations