Sonia Aranda
San Bernardino,CA
Summary
Results-driven Training Specialist with 22 years of experience in customer service operations, leadership development, and training for the Customer Contact Center (CCC). Adept at designing, implementing, and delivering impactful coaching and training programs that support CCC employees, supervisors, and operational goals. Passionate about creating learner-centered instructional content that ensures clarity, retention, and practical application.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Training Specialist
SoCalGas
07.2020 - Current
- Conduct CSR2, CSR4, and various training courses, ensuring a seamless transition for employees adapting to new systems and processes.
- Collaborate with CCC leadership to assess training needs, design strategic coaching initiatives, and align agent performance with organizational goals.
- Provide hands-on coaching and guidance to employees and supervisors to improve performance, call-handling proficiency, and leadership effectiveness.
- Develop and refine instructional content, including e-learning modules, instructor guides, student handouts, and PowerPoint materials, ensuring clarity and compliance with latest company procedures.
- Audit training delivery methods, provide feedback to new instructors, and support ongoing learning development for CCC personnel.
Call Center Supervisor
SoCalGas
03.2016 - 07.2020
- Managed a team of up to 19 CSRs, overseeing coaching, quality monitoring, and performance management.
- Provided weekly call observations, side-by-side reviews, and coaching sessions to improve customer service skills and procedural adherence.
- Collaborated with CCC leadership to implement process improvements, resolve customer escalations, and meet operational performance metrics.
Lead Customer Service Representative
SoCalGas
05.2015 - 03.2016
- Provided work direction to CSRs across both call centers, ensuring procedural accuracy and customer satisfaction.
- Managed complex customer inquiries, high-bill investigations, and payment arrangements with a solutions-oriented approach.
- Served as a Fumigation Back-Up Lead, assisting CSRs with complex fumigation orders to ensure accurate processing and compliance with company protocols.
Skills
- Training Development & Performance Coaching
- Training Program Design & Facilitation (Virtual & In-Person)
- Proficient in PowerPoint, Articulate Storyline, and RISE
- CCC Technology, Customer Channels, & Change Management
- Instructional Content Development & Optimization
- Stakeholder Collaboration & Training Implementation
Certification
- Rialto High School Graduate
- Lean Six Sigma Yellow Belt Recipient
- Leadership Training Camp Graduate
Timeline
Training Specialist
SoCalGas
07.2020 - Current
Call Center Supervisor
SoCalGas
03.2016 - 07.2020
Lead Customer Service Representative
SoCalGas
05.2015 - 03.2016
Similar Profiles
ANDREW C. ESTRADAANDREW C. ESTRADA
Safety and Health Team Lead - Operations at SoCalGasSafety and Health Team Lead - Operations at SoCalGas
OTILIO CARDENASOTILIO CARDENAS
CSF Field Instructor at SoCalGasCSF Field Instructor at SoCalGas
Gilberto J GonzalezGilberto J Gonzalez
CSF Operations Training Instructor at SoCalGasCSF Operations Training Instructor at SoCalGas
Nnadozie OjiakoNnadozie Ojiako
Senior Gas GIS Spec at SoCalGasSenior Gas GIS Spec at SoCalGas
Steven RodriguezSteven Rodriguez
Inbound and Outbound Warehouse Associate at Mercedes-Benz Harbor RDInbound and Outbound Warehouse Associate at Mercedes-Benz Harbor RD